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Incorrect negative review despite immediate refund – is deletion possible?
Summary: szabant_cards seeks advice on handling a negative eBay review which claims poor communication and unshipped items, despite having refunded the buyer after the shipment was lost. They ask about the process for requesting review removal and appropriate evidence. perfect-sally suggests that removal is uncertain but recommends submitting evidence if requested. petersmodellbahnstuebchen inquires about shipping details, while other participants discuss missing legal documents on szabant_cards's eBay profile, like cancellation policies and data protection declarations. szabant_cards asks where to upload these documents, expressing difficulty in finding the right platform section.
Hello dear community,
I’d really appreciate your advice, because I’m a bit at a loss right now.
I sell trading cards and recently received a negative review with the text “Did not ship my item. Poor communication." Unfortunately, neither of those things is true:
I communicated with the buyer quickly and in detail.
I prepared the order for shipping as quickly as possible.
Shortly before dropping it off at the post office, I even sent the buyer a photo of the fully packed and addressed parcel.
Unfortunately, the shipment got lost in transit. When the buyer contacted me, I checked it and refunded him the full amount without discussion. After that, this review still appeared.
I requested a review revision through eBay and also wrote to the buyer politely, but since then I haven’t received any response.
I wouldn’t have any problem with a justified negative review at all; criticism is part of it. But in this case, the statement is simply not true: the item was demonstrably shipped, and communication was not the issue either. Especially as a small shop, that kind of review obviously hurts, especially since I pay very close attention to my buyers’ satisfaction, as you can see from my other reviews.
My questions for you:
Is there a way to request the removal of such a review on eBay?
If so, where or through which contact method is the best way to do that?
What evidence should I provide? I have the message history, the photo of the shipment, and proof of the refund.
Has anyone here already had experience with a case like this?
Thanks in advance for your help!
voli-maus
Mentor1 week agoI don't see any WRB on your end, @szabant_cards .
perfect-sally
Mentor1 week agoThere’s a lot more missing than just the WRB.
The people issuing the warnings will be pleased.
szabant_cards
OP1 week agoWhat’s still missing?
szabant_cards
OP1 week agoWhat does WBR mean?
perfect-sally
Mentor1 week agoWRB = right of withdrawal notice missing
The model withdrawal form is also missing
No terms and conditions available (not mandatory, but sensible)
No privacy policy
No indication of how invoices are handled
No EPR number
szabant_cards
OP1 week agoI’ve tried several times to enter the cancellation policy and the sample cancellation form somewhere, but I just couldn’t find it, even with ChatGPT’s help. Likewise the privacy policy.
Could you tell me where I can enter it? I already have everything ready for it.
perfect-sally
Mentor1 week agoSettings - Settings for commercial sellers - Display seller’s legal information in listings - edit
petersmodellbahnstuebchen
Mentor1 week agoHi @szabant_cards
did you ship it within the 2 business days processing time you entered?
Did you enter a tracking number on Ebay that proves it was handed over on time?
Best wishes from the Baltic Sea
Peter
szabant_cards
OP1 week agoYes, everything was there.
Unfortunately, nothing was ever acknowledged or registered by the post office itself.
petersmodellbahnstuebchen
Mentor1 week agoDid you buy the stamp for the letter on eBay or at a post office?
Was it a large letter or a parcel shipment?
szabant_cards
OP1 week agoeBay.
petersmodellbahnstuebchen
Mentor1 week agoAgain: Was it a large letter or a parcel shipment?
perfect-sally
Mentor1 week agoSome sellers have surely had these experiences, and of course the buyer is disappointed when they don’t receive the goods they bought. Your refund doesn’t really help much either. Outsiders can’t know whether the review matches the truth.
There is the option to request removal, but whether it will be granted is unknown. If eBay needs any proof that you can’t see in your account, they’ll get in touch.
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