topic Re: Neutral feedback in Seller Central

Neutral feedback

jupee123 — Tue, 02 Jun 2026 15:00:11 GMT

Buyer bought a book 18th April book was not available, buyer was refunded immediately. Then waits till the 27th May to say hadn't received it. Buyer has admitted she received refund. eBay refuses to remove feedback because there was no tracking on parcel but of course it was never posted. I don't know where their customer service is based, but they don't seem to understand what's said.

Re: Neutral feedback

*vyolla* — Tue, 02 Jun 2026 15:53:32 GMT

Looking at the feedback comment it looks to me like your buyer wasn't trying to claim that they weren't refunded but still should have got it, they're just saying 'Unfortunately didn’t arrive' meaning that they didn't get it due to cancellation.

Luckily it's a neutral so doesn't affect your feedback score.

Re: Neutral feedback

jupee123 — Tue, 02 Jun 2026 16:20:36 GMT

It doesn't affect the feedback score, but the point is the book was unavailable on the 18th April and full refund issued with apology. Buyer admitted she was refunded and thanked me. So why wait until the 27th May to say unfortunately didn't arrive. Makes no sense.

Re: Neutral feedback

cobwebcottage — Tue, 02 Jun 2026 16:31:43 GMT

Are you saying that you listed an item, it was bought and then you cancelled it as it was out of stock?

If so, then the feedback is justified and you would also receive a defect on your account.

Re: Neutral feedback

jupee123 — Tue, 02 Jun 2026 16:41:40 GMT

Yes I understand what you are saying, but if the buyer was happy with the refund 18th April, why wait until the 27th May to send the feedback saying never received the book. By the way I'm known to be very helpful to buyers if you look at my feedback.

Re: Neutral feedback

cobwebcottage — Tue, 02 Jun 2026 16:45:39 GMT

It happens to most of us at some time although to Ebay, being out of stock is one of the deadly sins.

Re: Neutral feedback

4_bathrooms — Tue, 02 Jun 2026 16:54:19 GMT

@jupee123 wrote:
Yes I understand what you are saying, but if the buyer was happy with the refund 18th April, why wait until the 27th May to send the feedback saying never received the book.

The buyer may have been happy to receive the refund as you didn't have the book but at best they would have still been disappointed about not receiving the book at all.

I'd posit they bought another copy from elsewhere - eBay usually pesters buyers to leave feedback 30 days following the latest estimated delivery date if there's no tracking else automated feedback is left. Taking the bank holiday into consideration that would be about right so the buyer likely left the feedback for you at the same time they left feedback for the other seller.

Re: Neutral feedback

jupee123 — Tue, 02 Jun 2026 17:05:41 GMT

Probably, I've been a seller since 2004. eBayers are a good lot really nice people if you try to provide a good service. Still think buyer should have discussed the issue with me. That's the bit that upsets me.

Re: Neutral feedback

neovass0 — Tue, 02 Jun 2026 18:09:14 GMT

From the timing of the feedback, several weeks later, in all likelihood the buyer was prompted by eBay to leave feedback on their purchases. At this point, they though about the transaction and decided to leave the chosen feedback. The fact you refunded straight away, is probably the reason why the feedback was only neutral and not negative. Even if orders are cancelled, the buyer has always been able to leave feedback. As someone else stated, the buyer had no choice but to accept the refund at the time, it doesn't mean they were happy about it. We have all been in similar situations, just have to apologise and hope the buyer understands.

Re: Neutral feedback

kyanyama — Tue, 02 Jun 2026 19:07:35 GMT

I think you were fortunate to receive a neutral. I would have left a neg!

Sometimes it takes hours to find something with the way things are set up on here with search. And to find something wanted & probably collectible, buy it and then find out the seller doesn't have it in the first place is very disappointing.

Buyer may not be on eBay every day - and may not have known you didn't have what you advertised and just kept on expecting it to arrive. Buyers have up to 60 days to leave feedback.

I practically have a panic-attack if I can't find something that I may have advertised for a few months.

Re: Neutral feedback

jupee123 — Tue, 02 Jun 2026 19:12:14 GMT

Buyer was refunded the same day with an apology. I always try to be polite
and treat people with courtesy !!