Unfair? Neg. Feedback and no help from eBay | Member To Member Support

livsey2004 · 2026-03-05T15:10:04.182000Z

I made a sale and shipped an item using 'simple postage' .The Item arrived damaged and the customer said either replace the broken part or they would have a full refund. They also said, that the item was beautiful and it's a real shame it broke. The next message on this feed was from ebay saying the customer had reached out to me but they (eBay) were dealing with the customer directly. I wasn't quite sure how this all worked but assumed I should now leave things in eBay's hands. after 1 day of receiving their message the customer left me negative feedback saying I hadn't replied to their request. I contacted the buyer and explained my reasons for not replying immediately. I asked if they had informed eBay of the breakage and their reply was that they tried but couldn't download the pictures. I told them they had to do so to get a refund. This they did and they received a refund. I asked eBay about the negative feedback as I thought this unfair but eBay replied that the item was reported as 'not as described' by the buyer and so because of this they couldn't alter the feedback. I explained that the refund was because I hadn't replied (because eBay told me they were dealing with it) not the description! this was about 2 weeks ago and have heard nothing. Does this seem fair? am I at fault here?

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