Buyer leaves a negative review impulsively, we reach an agreement, but he still can’t delete/change the review
Summary: felsenschulter discussed an issue with a buyer who agreed to change a negative rating but struggled to do so due to system usability issues. After receiving guidance from voli-maus, which was forwarded to the buyer, the problem persisted. bootyooty suggested that the issue might be browser-related, advising steps like clearing the cache and trying a different browser. Eventually, the buyer managed to correct the rating using the eBay app on a smartphone, resolving the situation. felsenschulter expressed gratitude for the assistance provided.
Hello!
A buyer leaves a negative review, I come to an agreement with the buyer that the review was not justified, I use the "Request review change" function and select "agreed with buyer" in it, I get the message from ebay that the buyer now has 10 days to change or delete the review. These 10 days expire in 3 days. So far, so good! Now I’ve been back and forth with the buyer for several days because he simply can’t change the review. I don’t know exactly what he has to do for it to work, because I’ve never tried it myself, so I can’t help him either. He writes to me that he has already spent over 24 hours (!) unsuccessfully trying to remove or change this mistaken review, but it just won’t work, because the links lead nowhere or something is greyed out. He says he has already written 140 pages (!) with ebay’s AI and Google without success. He may not be experienced with it, but that already shows that there must be a lack of user-friendliness in the system somewhere!
Best regards
felsenschulter
voli-maus
·1 week agoHello @felsenschulter ,
this is what I found on that
View and change feedback left for sellers | eBay
"Edit feedback: Choose Accept request in the email. We’ll then guide you through the process of editing your feedback and your feedback comment. If you edit or remove a feedback rating, your original comments will no longer be visible on eBay.
You reject the request: To do so, choose Reject request in the email and state your reason. If you want your reasons to remain confidential, choose I do not want to tell the seller my reasons."
felsenschulter
OP1 week agoHello @voli-maus ,
thanks for the quick reply! I passed it on to the buyer, but I fear it won’t help him either, because for some reason unknown to me there is a problem with the "guidance through the editing process" on his side. I don't want to violate his privacy, so I won't just post the detailed correspondence here, but here is a quote from him: "The email sent to me by Ebay with the change tool does not work: no checkmark can be set in the input fields; in the text field for the rating, the counter is blocked."
bootyooty
·1 week agoHello @felsenschulter sounds more like a browser problem, please have him log out, clear the cache, delete cookies, log back in and try again.
Alternatively, try it with another browser too; especially the "greyed-out fields" suggest that something is stuck in the browser.
felsenschulter
OP1 week agoHello @bootyooty !
First things first: the buyer has now managed to correct this review! It was a real ordeal, and I’m not exactly sure what led to the success - but it was probably actually a browser problem. In any case, I advised him to open the message from eBay about my request for a change in the app on his smartphone and check whether the links work or whether something is greyed out. And there everything was just as it should be, and he was able to change it!
So, issue resolved!
Thanks to everyone who helped 👍
voli-maus
·1 week agoThanks for your feedback, @felsenschulter .