False and Misleading Claims

[sleek.style]

Dear eBay Customer Support Team,

I hope this message finds you well. I am writing to formally request your assistance with the removal of negative feedback left on our account by a buyer regarding order number 20-12531-37310 (Return ID: 5283497409, Buyer ID: cjen513).

We believe that the feedback provided by the buyer is based on false and contradictory information and has significantly impacted our seller performance. We have acted in good faith throughout the transaction and adhered to all eBay policies, yet the buyer’s actions and claims are unfairly penalizing us. I kindly request a fair review of this situation and your support in removing the feedback.

Summary of the Issue

The buyer purchased Women’s Lambskin Leather Black High Waist Pants from our store. The order included a specific note requesting a 31” waist and 31.5” inseam. After receiving the order, we requested additional measurements through eBay Messenger to ensure the pants were crafted to fit perfectly. The buyer provided a detailed set of measurements, which included a 32” waist.

Based on these measurements, we crafted the pants and shared live pictures before dispatch, showcasing the pants with a measurement tape to verify accuracy. Despite our efforts, the buyer has raised multiple claims in their feedback and opened a return request, which we believe are inaccurate and unjustified.

Buyer’s Negative Feedback

The buyer left the following negative feedback:

"I have measurements and the pants are cut wrong. Further, the smell is so strong and terrible there’s no way these are leather. Definitely polyurethane. Also, arrived LATE. Seller asked for PayPal info instead of just generating a return label. DO NOT BUY. Waist is supposed to be 32” and they are clearly cut at 30”."

Breakdown of Feedback Issues:

1. Inaccurate Measurement Claims:

   • The buyer claims the pants measure 30” at the waist, but in a separate message stated the waist measures 14.5” across (totaling 29”). These contradictory claims do not align with the buyer’s original note (31” waist) or the full measurements provided (32” waist).
   • The photo the buyer attached shows the tape measure placed incorrectly, leading to an inaccurate reading. Proper measurement requires the pants to be buttoned and laid flat, with the tape evenly aligned across the waistband.

2. False Material Claims:

   • The buyer states the pants are “not leather” and “smell like plastic or polyurethane.” We guarantee that all our products are made from genuine lambskin leather, as advertised. The smell described by the buyer is the natural scent of authentic leather, and we have never received such a complaint before.
   • As a gesture of goodwill, we offered to inspect the returned item and verify its authenticity through a third-party lab if needed.

3. Late Delivery Claim:

   • The item was shipped promptly from India to the USA. Any delays in transit were beyond our control and due to international shipping logistics.

4. Unfair Criticism of Return Process:

   • The buyer criticized our request for their PayPal ID to reimburse return shipping costs, claiming we should have generated a return label. As an international seller, we are unable to generate prepaid return labels through eBay and clearly stated this in our return policy. Offering a $25 refund for USPS Ground Service is a reasonable and compliant solution.

Actions Taken by Us

1. Crafted Pants as per Measurements:

   • The pants were custom-made based on the buyer’s exact specifications and measurements. Live pictures were shared before dispatch to ensure transparency.

2. Accepted the Return Request:

   • We accepted the buyer’s return request despite the conflicting claims and offered to refund the full order amount after verifying the returned item’s measurements and condition.

3. Offered Compensation for Return Shipping:

   • We offered to refund $25 via PayPal to cover return shipping costs, as we cannot generate prepaid labels for international returns.

4. Maintained Clear Communication:

   • Throughout the transaction, we have communicated respectfully and promptly via eBay Messenger, addressing all of the buyer’s concerns.

Why This Feedback Should Be Removed

We believe the feedback left by the buyer is unwarranted, misleading, and in violation of eBay’s Feedback Policy for the following reasons:

1. Inaccurate and Contradictory Claims:

   • The buyer’s measurement claims are inconsistent and incorrect. They contradict the order note, the provided measurements, and the live pictures we shared before shipping.
   • The feedback also misrepresents the material as polyurethane instead of genuine leather, which is false.

2. Unreasonable Expectations:

   • As an international seller, we cannot generate return labels. Our offer to provide a $25 refund for return shipping via PayPal is reasonable and aligns with eBay policies. Criticizing this process is unfair and penalizes us for circumstances beyond our control.

3. Impact on Our Seller Performance:

   • This negative feedback has unjustly affected our seller rating and reputation. We take pride in our work and strive to provide excellent customer service, but false claims like these severely impact our ability to grow our business.

4. Buyer’s Intent to Misuse the Return Policy:

   • The buyer appears to be exploiting our return policy by providing inaccurate measurements and false claims about the material to justify their return.

Request for eBay’s Support

We respectfully request that eBay:

1. Remove the Negative Feedback:
   • The feedback is based on false claims and does not accurately reflect the quality of the product or our service.
2. Assist with the Return Process:
   • Ensure the buyer complies with eBay’s return policies and provides accurate information.
3. Prevent Further Misuse of the Policy:
   • Review the buyer’s actions to prevent potential misuse of eBay’s return policy in the future.

Closing Thoughts

As a Cross-Border Trade (CBT) seller, we face significant challenges, including longer shipping times, higher costs, and stricter return policies. Despite this, we work hard to provide high-quality products at affordable prices to customers worldwide. However, cases like these, where false claims are made and negative feedback is left without justification, demoralize us and threaten our business.

We rely on eBay’s support to ensure a fair and balanced marketplace for both buyers and sellers. I kindly urge you to review this situation thoroughly and take appropriate action to remove the negative feedback.

Thank you for your time and understanding.

Best regards,

[plpmr]

these are the UK boards and you are in India, best log into your designated site - 

https://export.ebay.com/in/   OR   https://www.ebay.com/

Also, you are not speaking to eBay here as these are public boards.

the comment you complain about has been removed.