Undeserved negative feedback?

[brodchengretchen]

I auctioned a large heavy item recently, very clearly stating buyer collection in person only. The auction was won by a bidder who then informed me that it was going to be collected by a courier. During our exchange I very politely pointed out the terms and that because of personal circumstances (sorry I have to be vague) I couldn't manage courier collection.

After several rather bullying messages the bidder agreed that I should relist the item, implying, I thought, that they accepted the situation. Today I see on my feedback page a negative posting that I refused a courier and refused to sell, wording it so that my attitude seemed unreasonable. I'm surprised at the nasty attitude, tbf.

Do you think eBay would see my side and cancel this (I think unfair) feedback?

[19lottie82]

I would definitely give it a try, as by letting the buyer arrange their own courier, then you would void your seller protection.

Did you state on the listing, cash upon collection only?

[brodchengretchen]

I absolutely did put 'cash upon buyer collection only'. The bidder kept trying to persuade me to agree to the courier, but I responded that I couldn't manage because of the size and weight of the item and also made the point that I did not want to be held liable for damage. In the end it seems she would not take no for an answer.

It seems to me to have been a pushy attitude all round. I have lodged a complaint about this transaction with eBay but have no reason to have any faith in the complaint process which get a bad press in online forums. I know you're an experienced bayer lottie, so I appreciate your comments.

[OliviaStabler]

Can you still respond to negative feedback on Ebay? If the appeal to remove it fails, you could respond and explain your side.

[SirVixofVixHall]

Difficult. Most sellers are happy for the buyer to arrange their own courier ime, they just often don't want the hassle of doing it themselves. Not agreeing to a courier also really limits who might buy the item, but that is of course your call. I imagine the seller assumed that collection by anyone was acceptable, I can imagine thinking that- I've arranged couriers in the past when someone hasn't offered a courier option themselves. Not much you can do other than explain your side to ebay- they will look at the messages back and forth between you and the buyer, and how you listed the item. Do they allow you to say collection by buyer only?

[brodchengretchen]

It's not possible to respond to negative feedback below the comment, and it's no longer possible for sellers to leave negative feedback on buyers, which I think came in fairly recently.

I get that some people are ok with it, but I made it clear from the start to the bidder that I could not deal with a courier for perfectly sound personal reasons. It was clear on the original listing, so how could that be seen as unreasonable? Does buyer collection only also mean courier collection? I really had not thought so. This has taught me a lesson that's for sure.

[SirVixofVixHall]

Well in my experience, yes it does. It just means that you want the buyer to be responsible for the item being collected, which with large items some distance away, will often mean by a courier. You can specify "cash on collection" which would rule out a courier collection I imagine. I don't quite understand how having a courier man collect it is any different from having a buyer man collect it? So if i don't see the difference then I imagine your buyer didn't either and so I can see why they would be irritated. I'm not trying to be critical of you, I am just trying to show how it might be interpreted by a buyer. (I buy and sell on ebay).

[19lottie82]

There's no guarantee that eBay will remove it, but it's definitely worth asking. I'd phone them and speak to someone, rather than live chat or emailing.

[Monochromecat]

I've had exactly the same problem - and tried the complaints process - eBay did not want to know.
In addition I have very negative feedback from a buyer who wanted me to drop the item off at the ferry terminal as he lives on the isle of Wight - despite the listing saying 'collection only'. Apparently I have a negative attitude! And again, eBay did not want to know...

[19lottie82]

mono from my experience it really depends who you talk to. If you don't have any luck the first time, then try again.

It also depends how the feedback is worded. For example if the OPs buyer left "seller wouldn't let me send courier and cancelled sale", there would be more chance of it being removed than "poor customer service - avoid this seller" IYSWIM

[springwaters]

My only neg in 5000 transactions was the same. Clearly said cash on collection. They paid by paypal and then emailed me at 10am to say the courier wanted come that afternoon. I work full time across the country. I emailed no. Heard nothing then 5 days later exactly the same, wanted immediate collection. I explained that collection could be evening or weekend only and they went mad. I refunded them and they begged me.

Just give a response to the feedback and block them from bidding again.

[springwaters]

Whoops- they negged me not begged me

[ButteredToastAndStrawberryJam]

I have used Ebay Live Chat a few times, they've always been very helpful. I had aggressive buyer messages, they left negative feedback too, Ebay reviewed the case and removed the negative feedback, so it's definitely worth getting in touch with them.

[smilingeyes11]

sellers have not been able to neg buyers for years

but no seller worth their salt will allow a buyer to arrange a courier themselves

[brodchengretchen]

Thanks for your advice, everyone.

Spring, it's now not possible to respond to the feedback, that's the maddening thing.

[CalmYaTits]

I had my own eBay store for about 4 years and had many cases where I contacted eBay to remove unfair feedback, I'm almost certain that eBay will remove the feedback in this case, as a seller you did everything you we're suppose to!

[Corneliussnitch]

If selling large items the advice to sellers is collecion by buyer only and cash on collection as otherwise the seller has no protection it is a known scam of a buyer sending a courier and then denying receipt of the item. Yes it limits your potential buyers but having sold several large items there are plenty of buyers local enough to collect

[smilingeyes11]

it isn't just the denying receiving, it is the damaged in transit and the seller has no contract with the courier to claim for the damage too.

eBay won't tell you to take cash either - their advice on collected items/buyer arranging own courier is seriously lacking.