I’ve been a member of online marketplace, eBay, for 7 years and have never had any problems. Whenever others have been worried to transact on eBay I’ve always been the first to defend the security and customer service systems it has in place. Yesterday, this all changed.
A user called ‘ilovecarolvickers‘ has been winning items across eBay but not getting in contact or paying for any of his wins. He then proceeds to leave sellers with false negative feedback, usually about the condition of the item. Why? Because he/she is a troll, existing only to waste people’s time on eBay and to making selling impossible.
He has done exactly the same to me:
Naturally, I have been through the eBay resolution centre to cancel this transaction (which will take me 7 days) and have reported the user as fraudulent.
Here is a copy of my message to eBay:
I also followed this message by a shorter one stating that since my message, the user has also left me false negative feedback. Want to see eBay’s response to me?
Thank you for writing back to us about the negative feedback you received from your buyer “ilovecarolvickers” for the phone (item 300873812812) they’ve won. I understand you’d like it to be removed as it is untrue.
Mike, I reviewed the feedback the buyer left and found out that it does not fall to one of our feedback removal criteria. Therefore, we can’t remove the feedback.
Please understand that for Feedback system to be fully effective, it needs to stay between members. If eBay got involved in Feedback disputes, people’s opinions on buyers and sellers would be replaced by eBay’s opinion. That’s why we’ll only remove Feedback ratings and comments under very limited circumstances – we won’t remove Feedback on the grounds that you think a comment is untrue or undeserved. This is because the feedback was the other member’s overall assessment of how it was to transact with you on eBay.
If you’d like to know our feedback removal criteria, you can copy and paste the link below to a new browser in order to review our feedback policy.
Though we can’t remove the feedback outright, we have alternatives that are just as effective in resolving your feedback concern.
Your first option will be the feedback revision. Often, disputes involving feedback are best resolved through open and honest communication between members. Once you’ve resolved the issue with the member, you can submit a feedback revision request through us and your buyer will be notified of your request to have the feedback changed from negative/neutral to positive.
This response by eBay was a cop out and if she had read the background to the case, eBay would have know that getting in contact with the other member is impossible. Why? Because he is fraudulent. Here is my very frustrated response to eBay:
I’m asking for the feedback to be reviewed as it is wholly untrue. The transaction NEVER happened and his review was over the quality of the phone. He never received the phone because he never paid. He never paid because he is a fraudulent user. Please assess his other feedback.
I understand you would like eBay users to resolve matters between themselves but this is impossible as this user is only on eBay to troll others.
I am shocked that eBay would allow such behavior and not protect the rights of its innocent users.
Please reply to this message ASAP with a resolution to the matter.
In conclusion eBay need to back up its innocent users and properly research each case. This whole mess is making it impossible me to transact on eBay and has left me with an extremely low 66.7% Positive Feedback rating. Not only this but another new user with zero feedback has now bid on my new iPhone 4S listing – genuine? I’m not sure. I have a horrible feeling that trolls are taking over eBay.
Can sellers trust eBay anymore? No.
Does eBay support its innocent users? No.
Will this case be resolved? I hope so and if it does I’ll update this blog post.
Please share and comment on this post. I really want eBay to resolve this issue but so far they seem to be doing nothing.
[UPDATE 18/03/2013: Finally eBay have agreed to remove the false negative feedback on my account and to drop their charges against my unsold item. I’m relieved the situation has now been resolved.]