Negative Feedback - Buyer Requested Refund Despite Not Responding | Member To Member Support

compound_audio · 2026-06-26T08:24:15.129492Z

Hi everyone,I'm looking for some advice regarding a negative feedback left by a buyer, as I genuinely don't feel it's justified.In May, I sold a custom 7" dubplate cutting through eBay. As this is a bespoke item, I need the buyer to send me their audio files before I can manufacture and dispatch the record.After the sale, I contacted the buyer several times requesting the audio files, but received no response. I assumed they were busy and thought they'd eventually get back to me, so I left it for a while.A few weeks later, I received a notification from eBay saying the buyer had requested a refund because they hadn't received their item.I contacted them again, explaining that I'd been trying to get hold of them so I could fulfil the order. Their reply was simply:"I don't need a record cut, full refund please."At this point, I was quite confused, as there had been no communication from them at all until the refund request.I replied that I was happy to refund them if they cancelled the order from their side, as they were the one who no longer wanted the item. However, they replied saying:"No, you cancel the order and send me a refund."I explained that I couldn't do that because I wasn't the party cancelling the transaction. I also chose the optional 9% promoted listing fee to help generate the sale, and cancelling it as the seller would still leave me paying those associated selling costs despite the buyer changing their mind.In the end, I refunded the buyer anyway to resolve the situation as quickly as possible.Unfortunately, they then left me negative feedback.I've been buying and selling on eBay since 2008 and have maintained a 100% feedback record throughout that time. This is the first negative feedback I've received, and I genuinely don't feel it's deserved, given that I made every effort to fulfil the order and the delay was caused solely by the buyer not responding or providing the files required to complete the custom item.Has anyone experienced something similar, and is there any realistic chance of getting this feedback removed? Any advice would be greatly appreciated.Thanks in advance.

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Negative Feedback - Buyer Requested Refund Despite Not Responding | Member To Member Support | eBay UK