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Being told to change feedback when I think it is appropriate?

(33 Posts)
TheSecretCervixDNCOP Fri 01-Feb-13 09:28:25

Bought something on ebay before christmas, as it was coming from Hong Kong gave it the decent amount of time to arrive before contacting seller to say sadly it has not arrived.

VERY reluctantly they refunded me. Yesterday I left feedback on all my recent purchases, I gave neutral to this one (as I didn't recieve it) and simply said item did not arrive but refund given. I felt this was appropriate and was not doing it out of spite, this is the whole reason of the feedback system yes?

Apparently not. I have logged into Ebay this morning to this message from the seller:

dear buyer
sorry to bother you
we noticed the feedback you leave for us
sorry for the delay
we can experience your mood
but as you know that the shippment is out of our control
the only things we can do is send your item out asap
really hope you can understand
we have finished refund.
as many customers may do not know that the netural feedback still affect us a lot
could you pls kindly help us change it to a good one ?
or just withdraw it ?
many thanks for your help
waiting for your reply
nice day

I have messaged back the following:

No. You need to understand that your customers are entitled to leave a feedback appropriate to their experience with you. I felt the feedback left is acceptable given that I did not recieve item and refund was reluctantly given. Good day.

Okay I was probably a bit harsh, but I'm sorry I am not going to be coerced into making their business look better. It doesn't benefit me does it? It benefits them and I don't see why I should comply.

pottypeppa77 Thu 28-Feb-13 21:18:10

Ebay doesn't allow you to change feedback once you have left it. I was contacted by a seller recently and asked to change a comment I'd left in my feedback and when I contacted ebay customer services they advised me that I couldn't change my original feedback but I could leave a 'follow up comment' (which gets added on to your original feedback)

NadiaWadia Thu 28-Feb-13 05:35:03

SecretCervix - I hope your Hong Kong seller stopped pestering you in the end?

NadiaWadia Thu 28-Feb-13 05:31:53

But the feed back is just that - neutral. And fairly reflects the customer's experience. So quite reasonable.

I think its quite ridiculous the way eBay has gone with, what you can only call 'feedback inflation'. Every bog-standard transaction has to be marked with 5 stars and comments like "top eBayer ****" etc, etc, it's seen as the norm. And if a buyer should dare to leave a neutral, or (God forbid!) a negative feedback, than this is the end of the world apparently.

I have bought 20 or so things from eBay over the year, and left positive feedback in 19 cases, but when I left a neutral recently for an item with a dodgy description, the seller Was Not Pleased.

They were one of those sellers, who when a buyer has left them neutral or negative feedback, instantly throw a hissy fit and reply with snippy self-justification, something like 'I have sold loads of these and no-one else has complained!". OK, if the buyer has been really unfair then they should just respond in a dignifed way stating their case, otherwise it comes across a bit pathetic, really.

WhateverTrevor Sun 10-Feb-13 09:15:47

I think you're being really mean, it isn't their fault it got lost. They are trying to run a business here and neutral feedback clearly effects their business.

loveisagirlnameddaisy Mon 04-Feb-13 16:18:47

If they'd refunded without complaint, I would have rated them positive but given details. Since they were reluctant to refund, I think neutral is more than fair.

They're being very polite about asking you to change your feedback but it is still harassment. I would imagine your last reply about passing on the details to eBay will shut them up.

TheSecretCervixDNCOP Sat 02-Feb-13 12:31:18

I have sent a message back stating the feedback stands as it is and I will be contacting Ebay customer support about the matter. (I probably won't unless I am messaged again, but figure that will put the frighteners on enough and they will stop)

I won't change the feedback unless I am indeed contacted again in which case it will be to neg and will state why.

fergoose Sat 02-Feb-13 12:00:14

you must not change it to positive, that is ridiculous

the only reason I would change it now would be to make it a neg. They can't bully you into changing your opinion, that is harassment

BinarySolo Sat 02-Feb-13 10:36:18

I would reply saying that they are harassing you and if they continue you will be contacting ebay. In all honesty, their behaviour since you left he feedback would make me more convinced that neutral/negative was fair.

WeAllHaveWings Sat 02-Feb-13 10:21:14

They might have a 100 customers a month with items not being delivered because they are "missing in post" how will anyone know this if appropriate feedback is not left? I would want to know this as a potential customer. Its what feedback is for.

I think neutral feedback and the comments left are spot on for your experience.

Their reply would make me think this is maybe a regular occurrence.

They sound like the crowd I had endless hassle with before I insisted dp stop ordering parts from them.

Most recent was when they took the PayPal payment twice for one item. I opened a dispute with PayPal and they found in our favour. The seller emailed me in the same style of broken English as the op to tell me that the bank had obviously made a mistake, could I please transfer the money straight back to them hmm

Stropzilla Sat 02-Feb-13 10:10:16

Why would you change it to positive if that wasnt your experience? All people will look at is the positive not the comments surely?

TheSecretCervixDNCOP Sat 02-Feb-13 10:07:18

Anyone actually know how to do it? I'm thinking of changing it to positive but leaving a message on it saying I was harrassed into it!

Stropzilla Sat 02-Feb-13 10:02:13

Given that the refund was done reluctantly I'd leave neutral too. With the messages after I would change to a neg now and say was being harassed. Im mean tho!

whatyoulookinat Sat 02-Feb-13 10:01:40

If they have refunded I would have left positive as its not their fault the item got lost. put yourself in thier shoes, its very frustrating to get neg/ neutral feedback for something you have no control over.

CajaDeLaMemoria Sat 02-Feb-13 09:56:34

They need to be careful... They'll be coming dangerously close to what ebay regard as feedback extortion.

People who badger you to change feedback drive me mad. It's truthful and fair, so they should leave it. Changing it would be misleading to future customers who need to know if this is a regular occurrence.

TheSecretCervixDNCOP Sat 02-Feb-13 09:47:45

Well to those who would have requested I change it, if I said no, would you continue to message me and push the matter? They have! Here is the message I have received today:

Dear buyer,

Thanks for your reply.
Sorry for the inconvenience again.
Your item may delay or lost on the way,as you know that the shippment is out of our control.
We just hope everything will be ok with your order.
We will improve our shippment service.
Could you pls give us a change ?
How about we send your a free gift in your future order and could you pls help us change your feedback to a positive one ?
Many thanks for your help.

Waiting for your reply.
Nice day.

Come on, surely I made myself clear in the first response?

millymae Fri 01-Feb-13 11:51:51

I'm another who would have done exactly the same. If they'd been helpful over the refund I would certainly have fed back positively but as they didn't exactly fall over backwards to help then neutral is fair enough. Part of the problem in my view is that Ebay don't provide enough space/options to give a meaningful feedback so you have no choice but to pick the option that is nearest to how you feel. I don't see any point in being other than honest - it's not helpful to others who might be thinking of buying from the same place.

AngelWreakinHavoc Fri 01-Feb-13 11:23:18

I run an ebay business and I would have requested change of feedback if I was left neutral after I had refunded. I sell all over the world and items do go missing from time to time.

BinarySolo Fri 01-Feb-13 11:21:31

I think I've left it too long Fergoose as I sold immediately via a second chance offer. And it was about a month ago now. I don't want to open a case against them, as then they can claim that they tried to pay but I had already sold the item. I should have opened the case at the time, but it was close to Xmas and fell by the wayside . . .

Letmeintroducemyself Fri 01-Feb-13 11:04:26

neutral is harsh - it affects your ability to use free listing says etc

Branleuse Fri 01-Feb-13 10:59:46

id have given a neutral too. Ignore

germyrabbit Fri 01-Feb-13 10:48:57

happened to me with a car i was selling too, with investigation found out the the 'buyer' was bidding on lots of cars and winning them the same day. I contacted the other sellers and they all had times he would collect etc then would hear nothing more. totaly waste of time and we all reported to ebay, yet he is still there buying.

fergoose Fri 01-Feb-13 10:39:06

Binary - you can open a non paying bidder case to get your fees back and stop them leaving feedback

BinarySolo Fri 01-Feb-13 10:30:33

I think neutral's fair enough if they were reluctant to refund.

I agree with others tho, that eBay is rediculous weighted in favour of the buyer. I had someone bid on an item I was selling then drop all communication and failed to pay and collect. They then bid again on the relisted item using a different account (delivery address the same). I contacted ebay who told me I had to wait to see if they payed. Again no contact, but I sold the item via second chance offer. Two weeks later the original buyer contacted me to ask if they could collect the item!!

They could now leave me negative feedback, but I can't do the same to them. I couldn't cancel their bids as they used a bid sniper each time and if I'd blocked them it wouldn't have helped as they had multiple accounts.

Sorry for the rant but it makes me so cross.

germyrabbit Fri 01-Feb-13 10:17:46

the 'cancle' was their typo not mine just made me hmm

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