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NARUTO NUTRITION case study
BRAND OVERVIEW
Naruto Nutrition operates an active eBay storefront focused on online retail and direct-to-consumer sales. The store offers a variety of consumer products through the eBay marketplace, utilizing competitive pricing and active listings to attract customers and maintain marketplace visibility.
Naruto Nutrition primarily sells general merchandise and consumer products through eBay, catering to online shoppers looking for accessible and competitively priced items. The storefront maintains multiple active listings and continues to operate within the e-commerce marketplace environment.
ehp consulting group services
- eBay Negative Feedback Removal
Challenges
- Logistics Misunderstanding: A buyer requested "No DHL" to avoid high import fees. We correctly shipped the item via USPS to the eBay International Shipping (eIS) hub, but eBay’s international logistics team chose DHL for the final cross-border leg.
Conversation with the buyer:
- Misdirected Blame: The buyer received a bill from DHL for customs and brokerage fees, assumed we ignored their request, and left a negative review.
Buyer’s message:
Buyer’s message:
- Policy Violation: The buyer engaged in textbook Feedback Extortion, sending a message stating, "My review stays until I'm refunded."
Conversation with the buyer:
our goals
- Protect Revenue: Avoid issuing an unwarranted refund for a correctly fulfilled order.
- Protect Metrics: Successfully remove the unjust negative feedback from the store's profile.
- Leverage Platform Protections: Correctly navigate eBay’s reporting system to utilize eIS seller protections and flag the extortion.
- Process Improvement: Create a strategy to prevent similar miscommunications with future international buyers.
our solution
1. Clear Communication: We messaged the buyer to clarify the eIS process, explaining that our obligation ended upon delivery to the domestic USPS hub and that eBay assumed 100% control over the final carrier selection and customs fees.
Our message to the buyer:
2. Firm Boundaries: We withheld the refund. Refunding the buyer would have validated the extortion attempt and resulted in an unnecessary financial loss.
3. Strategic Reporting: We filed a formal report against the buyer using the category "The buyer requested additional items or services not included in the original listing." In the report, we explicitly cited the extortion message and invoked our eIS seller protections.
Screenshot of the report:
4. Feedback Removal Request: We initiated a formal request through the eBay Seller Help portal to have the feedback scrubbed, using the submitted report as our foundation.
Result of the request:
the impact
The swift and strategic reporting process was a complete success. eBay verified the Feedback Extortion violation alongside our built-in eIS seller protections, resulting in the permanent removal of the negative review from the profile.
By holding firm against the extortion threat, the business retained 100% of the sale proceeds while flawlessly preserving the client's stellar rating and spotless record of zero negative reviews.
photos of before & after
Before:
After:
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