Negative feedback from a buyer who kept the product

[atlantis-myshop]

   I'm having an issue with one of my recent sales on eBay. A buyer left me negative feedback, claiming that the item was not as described. Interestingly, the buyer kept the product and did not attempt to contact me or ask for a refund. I have sold several of these products without any problems, and the picture I used was provided by the manufacturer.

   I reached out to the buyer, asking for clarification or a change in feedback, but received no response. I also contacted eBay, but unfortunately, my request to remove the feedback was denied.

   My thought on this matter: shouldn't it be the case that if something is not as described (regardless of the reason), an automatic return should be initiated? This would mean the buyer did not intend to purchase the item they received. They leave negative feedback and keep the item - in such cases, there should be an option to leave only neutral feedback or something similar.

[style_wise]

A conversation about how to receive Feedback, and how to reply to it seems like an interesting one. This is also one of my least favourite scenarios - Negative with no contact and no case. But I can understand it as not every Seller gives good post-sale service so some Buyers can't be bothered to try. I do leave a much shorter and more neutral Reply than this example (just so other buyers know I will try to help if they ask for it).

[roger_roger_over_and_nowt]

Old post,very old .................