New policy feedback (23/03/2026) – complete lack of protection for sellers | Rules and safety

franco7720 · 2026-04-09T07:50:49.950000Z

I’m writing this message to express strong concern and disappointment regarding the new feedback policy that came into effect on 23/03.This update, in effect, eliminates any form of protection for us sellers. From now on, any negative feedback left by the buyer — even if clearly manipulative, retaliatory, or based on untruthful statements — can no longer be removed, as it is automatically considered “user experience”.This principle, applied without any possibility of verification or mediation, exposes sellers to deeply unfair situations.Concrete example:A customer buys some light bulbs, receives them, uses them, and later decides to make a return within 30 days because they changed their mind (free return, as per our policy).The product is returned to us:usedwith damaged original packagingno longer sellable as newnot resellable or returnable to the supplier (since it is an electronic item)As предусмотрed by the rules, we therefore proceed with a partial refund, due to the loss of integrity of the product.At this point, the buyer leaves negative feedback immediately after the refund.Under the new policy, this feedback:can no longer be removedeven though it is clearly a direct consequence of correctly applying the rulesis justified as “user experience”Final result for the seller:loss of the initial shipping costcost of collecting the returntotal loss of the goods’ valuereputational damage (public and decontextualized negative feedback)In short, the seller loses on all fronts, despite having acted in full compliance with the rules.This situation is, in my view, unacceptable.A feedback system should be a fair tool, not a one-sided weapon. Without the ability to remove clearly unfair or retaliatory feedback, the credibility of the entire marketplace is undermined and the very sellers who respect the policies are penalized.Over the years, numerous proposals have been put forward to improve the experience for both customers and sellers. However, updates like this seem to go exclusively to the sellers’ detriment.I therefore ask that this policy be revised, introducing at least:a verification system for disputed feedbackthe possibility of removal in cases of obvious abusegreater balance between buyer and seller protectionAs it is structured today, this policy is not sustainable.

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New policy feedback (23/03/2026) – complete lack of protection for sellers | Rules and safety | eBay Italy