Negative feedback
Summary: jus468420 expressed frustration over receiving their first negative feedback due to a customer not reading the product description, despite the business's efforts to maintain high standards. They sought advice on how to get the feedback removed from eBay. Various participants shared their experiences with similar issues, emphasizing the challenges with eBay's feedback system and the difficulty of removing negative reviews. Some suggested contacting eBay directly for assistance, while others recommended leaving a clear response to the feedback for future buyers to see. The discussion also highlighted the broader frustration among sellers regarding buyer misunderstandings and the impact of negative feedback on businesses.
Afternoon all,
This morning we received our very first negative feedback. Personally I'm gutted considering how we run our business, same day dispatch first class or 24 hour, eventing is thoroughly checked before sending and we provide tax invoices with every order.
We have had a few returns of this product before, basically because it doesn't work in every situation but we are very clear on the listing what it will fit and what it wont. I would estimate we get 1-2 returns a month, but this is purely down to the buyer not reading the simple product description, not a fault with the product.
This customer has obviously done the same thing but instead of asking for a return decides to immediately send a negative? Years of effort doing everything we can to keep our customers happy spoilt by someone who couldn't care less.
I would estimate we have sold at least 1200 of these with no problem apart from the odd customer not reading the description and just going by the photo's.
I would like to have this feedback removed asap if possible but have no idea who to contact in eBay to get it resolved. If anyone can point me in the right direction that would be great.
Thanks in advance for any help.
memfycases
·3 weeks agoI completely understand how you feel. We had almost exactly the same experience this week after nine years of 100% positive feedback.
A buyer received a brand-new case with some cosmetic surface marks. We explained the situation and offered a return for a full refund if they weren’t happy. Instead, they asked to keep the case and wanted a discount. We declined the discount but kept the return option open, and they then left us negative feedback saying we were unhelpful and had failed to resolve the issue.
We reported the buyer through eBay and also appealed the feedback through Seller Help. The appeal was rejected, so I contacted eBay support directly and asked for a manual review. Unfortunately they still refused to remove it, saying the feedback represented the buyer’s experience and didn’t breach their feedback policy. They told me the only other option was to contact the buyer and ask them to agree to remove it, which I decided not to do.
So I would definitely try Seller Help → Feedback → Request feedback removal first, especially if you can show clearly from the listing and messages that the buyer simply didn’t read the description. If that fails, contact eBay support and ask for a manual review.
Just be prepared that eBay may still leave it in place unless the wording clearly breaches one of their policies.
It’s frustrating because years of excellent service can suddenly lose the 100% badge because of one buyer, but anyone looking at a long history of positive feedback can usually see the bigger picture.
hekkyuk
·Sep 16, 2026 at 4:12 PM · EditedIt's infuriating that buyers can just leave negative without messaging or giving us the chance to help them first - I really wish ebay would stop this!
We cannot help buyers with problems if we not know about them.
Recently got my first out of the blue negative in a year - Refunded them, messaged them, sent a feedback revision: all ignored.
EDIT: Sorry - Just saw I already commented on this thread a week ago - It's been a LONG week lol
4_bathrooms
·1 month agoeBay have to be very careful about manipulating feedback in any way - including removing it - due to the Digital Markets, Competition and Consumers Act. Schedule 20 Paragraph 13 of that Act details (criminal) offences relating to consumer reviews including when removing them or not removing them are offences. That is why eBay has strict criteria for feedback removal.
dwhairandbeautystore
·3 weeks agoThat's understandable, but then they need to bring back the ability to leave (honest) negative feedback for customers.
It works great on Vinted and they allow you to check a potential buyers reputation before they've bought.
This really helps to weed out the bad actors and not allow them to buy.
I have had so many dishonest customers this year who have lied to get free returns or claimed their untracked parcels haven't arrived (most of whom have a long history of doing this to others too).
Because I sell skincare/makeup etc, I cannot resell anything that's been returned and it's costing me so much money and damage to my sales metrics that it's a big factor in me slowly closing down by business here.
hekkyuk
·1 month agoI have always hated this...
I wish buyers could ONLY leave negative after they have contacted us and given us the opportunity to help them first. I would pretty much automatically refund any purchase if it keeps my feedback nice!
Buyers that don't read the full descriptions are very annoying as are the ones that seem to assume I also make the products I sell lol
hugothecockapoo
·1 month agoI wish you all the luck with feedback received..
I have just received a negative as the buyer did not know how small 13mm craft ring is...or did not understand how the ring is opened without the correct equipment. All info displayed in pictures and description...ebay response... ITS THE BUYERS opinion...SO WRONG AND UNFAIR...
dwhairandbeautystore
·3 weeks agoWith this situation I'd leave a very patronising response like 'sorry you failed to read the description or look at the detailed photos before buying but all information was there and very clear' so future potential buyers can see if was buyer error.
I have also had this situation many times! Buyers complaining a 4ml mini tube of something is small etc!! No s@*t Sherlock!!
eyewear247
·1 month agoYou can contact eBay and request a feedback removal here - https://www.ebay.co.uk/sellerhelp/feedback , of course to be accepted for removal it has to fall within eBays strict guidelines.
Good luck.
handmade-cosplay2-5
·1 month ago你只有联系顾客去修改评价吧，eBay不会管你的，会认为是买家的主观感受
leon842
·1 month agoIt happens, suck it up and move on. Not worth losing sleep over
roger_roger_over_and_nowt
·1 month ago"we are very clear on the listing what it will fit and what it wont".
There is your problem.If it's a low value item buyers won't bother to open a returns request or contact you at all.Too much hassle in some buyers eyes.
What did the buyer say in their feedback left ?.
If it's a
subminman
·1 month agoI don't see any negative feedback on your account?
jus468420
OP1 month agoThis is my private account, not my business one, apologies for any confusion.
watchfan700uk
·1 month agowhat does the feedback actually say?
Nobody here can give an opinion on whether this feedback can be removed unless we see the actual words.
I just got a neg from a buyer likes this "not arrived yet" - and we are still inside the delivery window.
Do not worry about negs - I have loads of negs and my business is doing well. Most buyers do not look at actual feedback - they may look at the % only. A couple of negs a month has had no effect on my sales.