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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.

Trills Fri 01-Feb-13 09:31:35

The reason of the feedback system is to give buyers information about sellers.

It's not unreasonable to leave neutral in general, but I don't know if it is appropriate in this case. Things do sometimes get lost in the post and if they gave you a refund promptly and were polite and professional and timely in their communication then they have done the best they possibly can in the circumstances.

Would you buy from this seller again?

TheSecretCervixDNCOP Fri 01-Feb-13 09:51:30

They really ummed and arred about the refund. I didn't demand one. Took a few messages back and forth before they said okay, there isn't anything we can really do and they said they would not send another (fine by me of course) then they refunded.

fergoose Fri 01-Feb-13 10:04:01

feedback is your opinion, so if I were you I would ignore.

Or agree to change it and now give a neg!

Chopstheduck Fri 01-Feb-13 10:06:49

I think a neutral is a bit harsh tbh

LittleChimneyDroppings Fri 01-Feb-13 10:08:47

Well I guess the shipment is out of their control. And they did refund you. I probably would have ticked positive but still said the same thing. I can see their point.

TheSecretCervixDNCOP Fri 01-Feb-13 10:10:48

I thought neutral was less harsh than negative?

germyrabbit Fri 01-Feb-13 10:16:10

they did refund you and have opened discussions. i would have positived but with details.

wish the feedback system would work for sellers too, had two winning bidders cancel on me this week. one bid accidentally (??) one wanted to cancle as probs with account apparently. they both deserved negs but all sellers can do is report them. they can happily bid again and much people about

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

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

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.

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

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.

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

id have given a neutral too. Ignore

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

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

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 . . .

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.

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.

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?

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.

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.

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!

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 10:10:16

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

SummerRainIsADistantMemory Sat 02-Feb-13 10:15:29

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

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.

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