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Neutral feedback despite identical item – eBay refuses removal due to “significant deviation”
Summary: rocker-parts reports on a case in which a buyer left a neutral review because the item supposedly "looks a bit different than in the photo." Despite identical product images, eBay refuses to remove the review, citing a "significant deviation." rocker-parts is looking for experiences or tips on getting eBay to manually review such cases again. Good advice or similar experiences from others would be helpful.
Hello everyone,
maybe someone here has already had a similar case and can give me a tip.
A buyer rated our bicycle pedals neutrally:
“No, the item looks a bit different from the photo. The bearing has too much play. The milled spikes are too pointed; I’ve now rounded them off a bit myself.”
We then requested that eBay remove the review.
Our problem with this:
1. “Looks a bit different from the photo”
The listing images show exactly the product that was delivered. There is no other version and no visual deviation known to us.
2. “The milled spikes are too pointed”
The profiling of the tread surface is clearly visible in the pictures and is explicitly described in the listing as a “non-slip textured aluminum surface.” That the buyer personally finds it too pronounced is of course their opinion – but it is not a deviation from the listing.
3. “The bearing has too much play”
The buyer did not contact us at all about this before leaving the review or submit a complaint. So we had no chance to check the pedal and determine whether there was actually a defect or, if necessary, provide a replacement.
eBay has now rejected our request with the following reasoning:
“A review of the feedback has shown that, in the buyer’s opinion, the item differs significantly from the description in the listing.”
And we just can’t understand that conclusion.
From “looks a bit different”, eBay suddenly makes a “significant deviation.” The images match the delivered product, the profiling in question is visible and described, and the alleged bearing play was never complained about and therefore could never have been checked.
I am explicitly not trying to dismiss the buyer’s personal opinion. I just don’t understand on what basis eBay derives a significant deviation of the delivered item from the listing from that.
Has anyone here had a comparable case and managed to get another manual review after the first rejection? If so: how did you go about it?
Thanks everyone!
bootyooty
Mentor1 week agoHi @rocker-parts since the buyer has now milled on it himself, a return isn’t possible anymore anyway.
Whether a manual review will lead to anything, no one can predict here either.
I’d just comment in a simple, factual way that from your point of view the photos and dimensions were correct and there were no deviations.