This is a typical case where eBay feedback policies are unfair to the seller and actually promote less sales for eBay.
And let me be clear....
I saw the package before it went out.
I looked bad cosmetically as we had ran out of box's but it was fully functional and the item arrived in good working order both visually and when installed on the bike.
So, I do take responsibility for my actions and those of my employees.
Item sold.
TTR125 YAMAHA 2006 TTR 125 06 COIL
- eBay unfair feedback policies reduce sales for eBay.JPG (43.6 KiB) Viewed 2928 times
Paid for 11-25-14 at 3:44pm
Shipped 11-26-14 at 10:25am
Delivered from Eugene Oregon to PHILLIPSBURG, NJ December 1, 2014 , 12:37 pm
This was ahead of the eBay estimated shipping time.
Customer (Member id groulson06) left the following Neutral feedback without contacting us first to let us know they were unhappy.
nasty packaging...
So, I sent him the following email:
Hello.
I just received notice of the feedback you left for us.
I am sorry that you were unhappy with the packaging.
Sometimes it's tough to get everything out in a day.
What I wanted to know is if anything is broke, damaged, or unusable?
We do have a two week warranty on our parts.
Please let me know.
Sincerely,
Mike
Customer reply
well, crappy piece of crumpled corrugated cardboard, with layers of scotch over, impossible to remove without a knife. no way to see the edge of the part. good job it wasn't a cosmetic part... a box would be nice...
Our response
Yes your right.
We completely ran out of boxes and eBay makes us ship on time so a crappy job it was.
Luckily it sounds like the part survived ok.
What can we do to make you happy with this purchase?
No response from the customer so I followed up.
Hello.
How about this.
If I give you all your money back, would you agree to remove the neutral feedback?
Thanks.
Mike
Customer reply
that would be very nice of you, Thank You ! and I'll give you favorable feedback.
Our response
Great!
I have sent you a full refund to your PayPal account.
Please log in and verify that the money has been correctly transferred.
Also, eBay has sent you a notice to revise the feedback.
Please take a moment and revise it and we'll be all done.
Thanks again for working with us.
Mike
No response from the customer and the feedback was not changed so I sent the following:
Hello.
Thanks for agreeing to end the transaction, I appreciate that.
However, that does not change the feedback.
eBay sent you a separate email for that.
Please take a moment when you can and change the feedback.
Thanks again for working with us.
Mike
Still no response so I sent the following:
Hello.
There is only a short time left to revise the feedback as you agreed to do.
If you have lost the notice from eBay all you need to do is log into your eBay account, click on "My eBay" then click on "Messages"
Scroll down and click on the email from eBay.
Then, just follow the prompts.
It's easy to do and only takes a few moments.
Thanks.
Mike
Response from the customer.
I thought I did that, item is now closed "eBay
My response:
Hello.
Yes, you closed the item.
But, that does not have anything to do with feedback revision.
You should have a email that says Feedback revision Request.
That is the one that you need to fill out.
Thanks!
Mike
Response from the customer.
I'm sorry, I didn't open this item, I surely didn't close it. I believe I added the correct revised rating. I have since deleted the message with link to "updating reviews". if you can pls send me a link to "updating or replacing reviews" thank you,
My response:
Hello.
If you have lost the notice from eBay it's no problem.
I can't send another because eBay does not allow it.
However, you still have the message on eBay.
All you need to do is log into your eBay account.
Click on "My eBay"
Then click on "Messages"
Scroll down and click on the email from eBay.
Then, just follow the prompts.
It's easy to do and only takes a few moments.
Thanks.
Mike
***************
Of course the time expired and I am stuck with that feedback.
So I contacted eBay and explained the situation by phone.
I spoke with the basic eBay help desk and was transferred to someone in their feedback division.
I explained that the customer couldn't figure out how to wade through the eBay system.
The eBay rep read the messages and agreed that I was correct.
However, they informed me that because it didn't violate eBay policies they would not change it.
So.... eBay's system was to complex for the buyer to make work and I'm stuck with it?
That's correct... It does not violate eBay's policies and eBay won't change it.
Of course I expressed that I was very unhappy and explained that their policy encourages sellers to just accept bad feedback which does a few things.
1. The buyer won't be happy with sellers not willing to go the extra mile to make them happy.
2. Buyers will go elsewhere to buy if they are unhappy with the eBay experience.
3. Sellers will be unwilling to go the extra distance if eBay will not step up and do what is right.
4. Sellers will look for other selling mediums when their level of disgust reaches a certain level.
5. Good sellers will try to do a better job of making packages look better...
So that's enough time for the eBay rant of the week....
I'm sure more will be coming as I have a guy who is past the warranty period and wants to return a item for a full refund and does not want to pay a restocking fee.
He has lied to me at least twice (yes I can prove it) and I'm sure this will come to a bad conclusion even though I have agreed to take the parts back and not charge the restocking fee as he has threatened me with bad feedback
