Malicious feedback

[balscadden7]

Looking for advice on what to do next. Ebay unhelpul and dont have tech to send signed legal document

I posted item with two others, marked dispatched on all items and received +ve feedback on one item immediately

2 weeks later got a message that 1 item not received, is it usual to wait so long?

I replied, apologised to hear explained I had posted, they agreed to check with post office in the town next day and get back to me.

I heard nothing else for days so I assumed all was resolved.

Days later I received neutral feedback but a malicious unfair comment.

I messaged again apologising and explained that I had heard nothing from them so had not being given an oppourtunity to offer refund.

I got no reply for sometime but now they have asked for a refund but the negative feedback comment remains despite a resolution being offered.

I realise I should kept PO receipt but 2 wks later?

I should have followed up message following day, as a seller should you just refund automatically?

I have blocked buyer but should I ask her to remove comment or is it best just to suck it up and not engage?

Should I leave neutral feedback (never left any neg or neutral before) the item was only £2.00 really petty but annoying                                                                                                                                                                                                                                                                                      Any advise please

[tressygirl · Accepted solution]

Hello,

Well there is so much to answer here, will be scrolling back to your post and horpefully will not miss anything!

Firstly you can send a multitude of packages, and they may all reach their destination bar one.  That is not unusual.  Also not unusual for someone not to inform you after a week,  they may have been away, or even forgot they bought something, you mention yourself it was an item for only £2, I can see that could quite easily be forgotten about,  then on checking realised it was well past its estimated date for delivery so informed you.  After checking their sorting office, it's 50/50 who should rightly inform which party that the item is still missing.  Personally as a seller, I would have messaged to enquire.

You must refund this buyer.  They paid you money which you have received ,and they have received nothing for it.  They are due a full refund.  If you think keeping a POP for 2 weeks is too long,  it is advisable to keep these for over a year!  Chargebacks can be done, and Paypal allows 180 for a refund on an item. 

There are many reasons for blocking a buyer, but I do not believe truly, this is one of them.  You may be able to retrieve this case by apologising fully,  for the misunderstnading you did not doubt their honesty, and that a full refund is going through now.  Then when that happens, ask them if they would consider receving a feedback revision to complete, and that is the only way that feedback can be removed.

Lastly, it is against eBay rules to leave any form of negative feedback for a buyer.  You would receive a policy violation strike on your account.

Message the buyer, apologise, refund immediately, and fingers crossed you can retrieve this situation, and have the neutral removed.