Buyer does not change rating
Summary: ebis-bude reported a false negative review from a buyer who claimed a missing cable in a phone listing, which was neither included nor necessary. melina@ebay advised filing a formal request for removal, which initially was denied by an AI. perfect-sally suggested managing expectations due to strict removal policies, but selina_b@ebay eventually verified that the cable wasn't part of the package and removed the negative review. ebis-bude expressed gratitude for the resolution.
Good morning everyone,
I sold a phone and then took it back.
236362430400
The buyer then left a false negative review. He did not respond to a request to change the rating.
In the review, the buyer stated that a cable was missing. Such a cable is neither part of the phone nor advertised as included. Also, this connection cable would be of no use to the buyer, since the charging cradle is not a base station.
Could you please check this case?
Many thanks.
Stefan
selina_b@ebay
Hello @ebis-bude ,
I looked at the review and your item description. There you listed what’s included in the scope of delivery, and there is no telephone connection cable listed there.
That’s why I removed the review. It can take up to 2 hours until it is no longer visible.
@perfect-sally Thanks a lot for flagging it 🤗
Best regards
Selina
ebis-bude
OP1 month agoMany thanks for the uncomplicated help.
Best regards
selina_b@ebay
@ebis-bude Very gladly.
I wish you a lovely evening as well.
Best wishes
Selina
melina@ebay
·1 month agoHello @ebis-bude
Thanks for reaching out to us about the review. I can see that you haven’t yet submitted a request for review removal through the regular process. Please submit the initial request here via this link directly to our specialist department. From there, you’ll receive a response within 24 hours.
@oskar_der_wikinger Thanks for looping me in. 🧡
Best regards
Melina
ebis-bude
OP1 month agoHi,
Thanks a lot! Done right away.
Best
ebis-bude
OP1 month agoHi @melina@ebay ,
the AI has replied!
Rejected :)
Apparently my item differs significantly from the description.
Can you take another look at this.
Many thanks and best regards
Stefan
perfect-sally
·1 month agoMelina is off work, I’m marking the “on-duty” person for you. But don’t get your hopes up too much because of the distance! @selina_b@ebay could you please take another look? Thanks
ebis-bude
OP1 month agoMany thanks. Why should I not get my hopes up. The reasoning behind the rating is definitely wrong, anyone can clearly read it in the description - including Selina and Milena.
If the rating is to stand, then I can live with that, but then with a proper explanation.
Best regards
Stefan
perfect-sally
·1 month agoBecause eBay now has significantly stricter rules when it comes to removing reviews. And if it was rejected through the tool, that’s often final here too.
And I don’t necessarily see the review as wrong because the cable was actually missing.
However, you described the scope of delivery completely correctly, and no cable was mentioned there. I would have explicitly added that this cable is not included - and especially if it is part of the normal scope of delivery when it was bought new.
The buyer is now making a big deal out of it for you, for whatever reason. Did the buyer at least try to get in touch with you at some point?
ebis-bude
OP1 month ago · EditedNo, he didn’t try to get in touch. He only initiated a return, which was also handled without any problems.
This cable doesn’t come with it either if I buy the device new. The cable is no use because there wouldn’t be anywhere to plug it in anyway. That would be like ordering a gas car and then finding out the power cord is missing because I thought it was an electric car.
oskar_der_wikinger
·1 month agoHello @melina@ebay 😘 could you please take a look at the negative review once.