Buyer’s Negative Feedback Based on "Hopes" – Should This Be Allowed?

[furfeast]

Hi fellow sellers,

I’m a new seller, and I recently received a negative feedback comment stating, "item smaller than hoped." However, my listing clearly included the exact dimensions and weight of the item. Despite this, eBay has refused to remove the feedback, stating that it is "opinion-based" and does not breach their policies.

What makes this even more frustrating is that the item was a low-cost dog treat (£3.94 including shipping). This was not a high-value or custom item—just a simple treat, accurately described. Now, as a new seller, I have 27 positive reviews and just this 1 negative, which disproportionately damages my reputation.

Here’s why I believe this feedback should qualify for removal under eBay’s Feedback Removal Policy:

• Feedback is misleading – The item’s size was accurately described. The buyer’s "hopes" are not a valid measure of accuracy.
• Buyer did not attempt to contact me – eBay’s guidelines encourage buyers to reach out before leaving negative feedback, but they never did.
• Seller protection should apply – If buyers can ignore product descriptions and leave negative feedback based on personal expectations, how can sellers protect themselves?

Support has logged my complaint but insists that my only option is to ask the buyer to revise their feedback or reply professionally. While I understand the importance of professionalism, I feel that allowing expectation-based feedback undermines seller protections, especially for newer sellers trying to build credibility.

Has anyone else dealt with a similar situation? Were you able to successfully challenge feedback based on a buyer’s unrealistic expectations? Any advice on how to escalate this further would be greatly appreciated.

Thanks in advance!

[rainbowtrax]

That fits ebay's criteria for removal so you just have to keep appealing, contacting them and making a nuisance of yourself. The feedback policy is here: Feedback policy | eBay. The criteria that fits your situation is

"We remove neutral/negative feedback when we can see that:

The buyer is raising an issue that was correctly disclosed in the listing"

under the "Buyer-related transaction issues" heading. You need to point out the exact reason to CS and you will still no doubt have a battle on your hands as they rarely know their own policies and even more rarely adhere to them. Good luck - you'll need it!

[therenewalworkshopltd]

I would suggest that you include something in one of your pictures, so that the buyer has a better idea of the size.  So perhaps include a ruler or something small, such as an apple etc to give a better idea of the size.

Yes, you do have the size on the listing, but it is right in the middle of it and buyers are notorious for not reading descriptions.  So the more obvious it is, the better.

[nutrafituk]

Perfect reply by @rainbowtrax - that is the only and right way to deal with it. If ebay only did what they should you would not have ever been in this situation...

[fatbobfan]

Polite courteous email pointing out how you really did try to ensure you listed correctly and accurately, that in know way did you try to mislead  

Politely point out you feel its a little unjust and kindly ask of you send them a revision request could they amend accordingly

If your right in your opinion polite in your comms and you get a decent human  being, all will be good

If your wrong and your dealing with a knocking plank, not a lot you can do

Good luck

[forestfeline62]

I had a buyer who left neutral feedback on a dress she bought ,it was brandnew never been worn still had the tags ,after almost a month she opened a return ,said she had just got around to washing the dress and trying it on and it didn't fit ,I tried to say to ebay because she has washed it it is no longer new ,and why did she need to wash it ,in her return request she said the dress size labels were wrong ,she screwed the dress up and put it in in a small  grey mailing bag ,the dress was damaged from the wash and I could no longer say the dress was new ,but ebay said they couldn't determine that even though I had photos right from the time the dress arrived back but ebay didn't want to know found in buyers favour ,then the buyer left me feed back and said the dress smelled ,which i know was not true ,ebay wouldn't remove the feedback so I left a reply to the buyers feed back ,with the honest truth .

[magpiecorner1]

I listed an item the size in mm and inches, I put a coins next to it, not just one coin either cos our foreign buyers might not even know what a 5p is,  and it is the standand size for this particular item, made in the millions some 50or 60 years ago.  I also gave the weight and a picture of the item in my hand.

Feedback?  Smaller than expected!  A neutral. 

I did contact the buyer and explained that my ebay selling was at risk and could he suggest what else I could have done in addition to all of the above, which I explain point by point, to ensure that his expectations were met - ok, I'm a drama queen when I want to be but you can be sure it wasn't a five star feedback - and he changed to a positive.

Some folk need leading by the hand and having their bottoms wiped!   Contact the buyer and tell him that you are heartbroken and in danger of having to pay higher fees - ok, stretching it but not untruthful.

Best of luck!

[therenewalworkshopltd]

I know that very well.

But the way I see it, is the more that it's in the customers face, the less likely you will be penalised for it.

We all get the fool customers who just can't be bothered looking.  And then are surprised when what they get, isn't what they thought.

In just the same way, your going to get the odd customer, that no matter how good the service etc, will always leave a negative.