Question Re: Buyer left negative feedback regarding a refund and e... in Member To Member Support DO NOT DELETE

Buyer left negative feedback regarding a refund and eBay says it doesn't qualify to be removed

poroger — Wed, 08 Jul 2020 11:25:50 GMT

A buyer spotted a flaw in an item I sold him, that I wasn't aware of. I apologised and offered a full refund or partial refund if he wan'ted to keep it. He asked for a free item or a full refund if I couldn't provide something free asked for my postal address to return the item. I agreed a full refund but said he had to request the refund via eBay's procedure so we were both protected but he said this was too complicated and that I'm trying to hide behind eBay's rules. I've explained this is the usual and simple procedure but he's left feedback saying he's unable to return for a refund.

I've started the appeal for removal with him directly, and appealed to eBay to have the feedback removed but they say it doesn't qualify for removal. I've done live chat with eBay to follow up but I'm being told the same thing. My feedback rating has dropped to 75% as I've only sold four items this year 😞 Any advice is much appreciated.

Re: Buyer left negative feedback regarding a refund and e...

tobiasd4 — Wed, 08 Jul 2020 11:31:41 GMT

Nothing in comments that ebay will remove.

But worth contacting ebay again 1st thing in the morning, should get Dublin.

Explain that you are happy to accept return if buyer opens case, which you have advised buyer to do.

Re: Buyer left negative feedback regarding a refund and e...

john1297576 — Wed, 08 Jul 2020 11:38:21 GMT

It does seem pathetic that trying to explain how a return should be done,which only involves clicking a few buttons should be described as "Hiding behind ebay rules", that is what rules are for to get correct procedures to be followed.

If ebay do not understand such a simple thing there is not much more you can do BUT add follow up feedback leaving carefully worded comments to the effect that "buyer wants will not open a case to get refund".

What I would say is that now fb has been left there is nothing worse he can do. Unless he opens a case do not refund or discuss a refund. If he can't follow proper procedure then he does not deserve a refund.

Only by completing a case would you get the selling fee refunded and without a case then the buyer cannot escalate.

Add this awful buyer to your Blocked Bidder List and select also to block messages. (That does not have immediate effect, but will block any messages later on).

Re: Buyer left negative feedback regarding a refund and e...

poroger — Thu, 09 Jul 2020 12:34:25 GMT

If I reply to his feedback does this effect whether his feedback can be removed?