Feedback dispute form - Does it actually get processed?

[mfaquaticsltd]

In short, Buy purchase item, doesn't read description, sends angry message demanding payment upfront for postage return. Opens case, escalates to ebay and ebay refund them (but do not take it back from me and don't penalise me in any way and stated that I should not expect a return). I tried to discuss with the buyer but they were just really angry about everything which is sad. 

Anyway, Negative feedback received about 2 weeks later stating terrible service and they had to escalate the case for a win (not really true - i offered to refund in full for a return. Not a problem). 

I submitted a feedback revision as there were numerous message exchanges and was happy to accept a return etc... when submitted I instantly get a message returned saying no removal. How is this possible when i'd used 1500 characters to explain the situation? This has happened twice now. Seems like its a pointless process. Speaking to an eBay rep historically is useless as they state it has been investigated and declined (how is that even possible in less than the time it would take to read the reason!). 

The item was not returned as a SNAD. Just stated they wished to return as didn't fit. 

I am waiting for a call back, but don't hold out much hope as they now say they don't do feedback removal over the phone... 

It's so frustrating. As far as I can see the buyer tried to get additional costs from me for postage, the item description is correct but they didn't read and that is somehow my fault! 

[arkwebus]

It's all too late if I understand the situation. The buyer opened a case and at that time you should - whatever you thought - have accepted the case, sent the label and refunded on return. 

As you did not do so eBay refunded [out of your money] and does not require return.

As I see it there is nothing more to do.  If you want the item back [and there is now nothing to compel the buyer] you could offer the postage through Paypal.

If you have sent a feedback revision form to the buyer he does not have to accept it.  There may be reasons why eBay will remove feedback but that seems a bit random.

@mfaquaticsltd 

[mfaquaticsltd]

Apologies, I think I have confused the terminology. I have disputed feedback with ebay. Not sent a revision form to the buyer. I emailed the buyer asking them to return it. They refused point blank unless i paid for the return up front. But the return was opened. They just never sent it back and escaleted as soon as they could. ebay did not refund from me. They paid both of us. Having now spoken to them. they cannot give an answer as to why the dipuste was instantly rejected (no human can possible read and decide as the response appeared instantly!). They have denied the use of bots or algorithms too.

[tobiasd4]

Ebay should trmove comments as buyer mentioned case and ebay.

[plpmr]

“Feedback dispute form - Does it actually get processed?”

Yes and that's proven by the fact that you got an answer/refusal.

2I submitted a feedback revision as there were numerous message exchanges and was happy to accept a return etc... when submitted I instantly get a message returned saying no removal. How is this possible when i'd used 1500 characters to explain the situation?”

How is it possible – because the buyer did not wish to revise.

What you fail to understand is that a feedback revision request is to the buyer asking them to revise.

[mfaquaticsltd]

Apologies, the terminology is incorrect from me. I meant a review/dispute with ebay. Not a revision with the buyer. The tone and content on the buyers email was dreadful. If they came to the actual shop with those words and aggression they would be asked to leave! eBay seem to allow it. But another one down to experience.

[red_magpie]

The fact is that the buyer opened a case, and won. It isn't clear whether you disputed the return, or simply didn't send the buyer a prepaid return label. In any case, the buyer has their refund, and eBay has decided that they don't need to return the item. That's the end of it.

All you can do now is report the feedback left by the buyer for mentioning eBay's involvement. This isn't allowed, and should qualify for the comment at least to be removed - and, if you're lucky, the whole feedback.

It isn't clear whether you have already done this - the "feedback revision request" you mention is a request from the seller to the buyer, to revise their feedback. I don't imagine this will have much effect!

[mfaquaticsltd]

They didn't technically win. ebay decided to refund them and didn't take anything from me. The buyer raised a return but didn't send it. I messaged ther seller asking them to return it for a full refund too! They will not remove the feedback because it doesn't effect my seller rating etc... despite me proving that it's inaccurate. You literally cannot reason with ebay. They live in this make believe world that all the buyers are honest and know how to use ebay.