Buyer claims he ordered different item despite admiting he received what he ordered | Member To Member Support

uk-josh · 2025-12-08T16:46:35.758000Z

I received an order for an item last week and dispatched it swiftly, the buyer receiving it within a few days. Today the buyer messaged me saying he received the wrong item. To be clear, by the buyers own admission, he received exactly the item that he ordered (and have messages to prove this), the buyer believes they ordered a different item to what they actually did. I sent him a screenshot of the order, and stated that he had received the correct item that he ordered, to which he responded claiming there must have been a mix up (implying eBay). As standard I don't offer returns however in this situation I then offered him a refund for the item if he sends it back at his own postage expense. The buyer ignored me and left me negative feedback incorrectly stating that I sent him the wrong item. To stress again, by his own admission he received the exact item he ordered, he just belived that he ordered a different item. I submit a feedback removal request and it was almost instantly rejected (I imagine by a bot). Is there a way I can escalate this because any real person who views this with the message context can clearly see that I fullfilled my obligations as a seller, and more. I take a lot of pride in the speed of my dispatch and quality of my packaging, and believe my past feedback represents the service that I provide. To receieve false feedback like this is really disheartening to be honest and adds a bit of resentment towards the eBay platform.

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Buyer claims he ordered different item despite admiting he received what he ordered | Member To Member Support | eBay UK