Unfair review

[krhardee]

I received a ludicrous review for a brand new item, with the tags removed and this was stated. The buyer contacted eBay and issued such a review -"SCAMMER BE AWARE!!!! Advertised as New, no tags, lots of wear and missing parts". This is absolute rubbish, plus some poor-quality pictures, and no corresponded to any messages, sent. EBay has refused to remove the feedback. Slanderous without sufficient evidence. I will be taking this matter further

[djktcl]

Welcome to eBay. There are some very picky buyers out there. Unfortunately, eBay won't remove opinions or arbitrate the state of the goods. Did you ring up and speak to an advisor? The comment content might be removeable because of the "SCAMMER" thing but I doubt the rating will be removed. If the comment gets removed then you might be able to reply to the empty comment, explaining that it was unreasonable but choose your words carefully and try to sound professional rather than shrill.

[tressygirl]

Unfortunately,  you can get different responses and wrong ones, from different Customer Service agents .

Name calling is not alowed on feedbacks, bring this to the CS agents attention.

I would contact them again,  but wait till Monday morning,  and call first thing when the lines first open at 8 a.m.. there's more chance of Dublin answering.  Ask if that feedback can be removed as name calling is not alllowed,  and so breaks feedback rules.

Ask also,  if the negative rating can be removed too, as the buyer is asking for something that was clearly described as not being offered,  that is,  new item but with No Tags.

Good luck, hope it works out.

@krhardee 

[plpmr]

adding to the advice already given -

Don't be tempted to leave false positive feedback [as you have done in the past] as if a buyer reports you it will damage your account.

[krhardee]

Thank you for your reply.
What false feedback are you referring to? What has this to do with my
complaint? I only leave genuine feedback or none at all.

[plpmr]

"Buyer had chosen a more expensive postage. Not happy"

Feedback policy is that a seller cannot leave a buyer negative comment on a positive rating and if they were to report it your account would have a defect placed on it and the comment removed, so best not to leave any feedback.

[krhardee]

Thank you, that makes sense. I'll call ebay 1st thing tomorrow.

[tressygirl]

You're welcome,  and good luck with CS hope it works in your favour.

[sml192]

When you call them it will probably help if you can quote from their 'Feedback Policy'.  You should be able to get that feedback removed based on the use of the word 'scammer' under the final point, re. personal attacks, mentioned below.

https://www.ebay.co.uk/help/policies/feedback-policies/feedback-policy?id=4208&st=3&pos=1&query=Feed...

When do we remove feedback?

Harmful, inappropriate or irrelevant comments and images

We remove all feedback that contains any:

• Content promoting hatred, violence or discrimination
• Profane, obscene, adult, illegal or explicit content
• Opinions on any political, religious or social issues
• Any implied or explicit threats or intimidation
• Personally identifiable information
• Links, URLs or other content encouraging sales outside of eBay
• Infringement of third-party rights
• Meaningless content or images that aren’t of the item purchased
• Comments intended for a different item or seller
• Negative comments with positive ratings, or positive comments with negative ratings
• Personal attacks that could harm the reputation of the seller or their business and could not reasonably be viewed as constructive criticism 

[krhardee]

Thank you that's a clear point to remember. One thing I am struggling with,
is the phone number? Needle in a haystack. Where will I find the direct
number?

[sml192]

There isn't a phone number, you have to request a callback.  This link is the best to use:

https://www.ebay.co.uk/help/eua?id=5275&mkevt=1&mkpid

8am to 10pm on weekdays and
9am to 6pm on weekends

Best to try first thing in the morning so that you get someone from the team in Ireland who are more knowledgeable and have greater authority. 

[krhardee]

Cheers sml, appreciated