Negative feedback help

[jules_cat]

Hi, 

I hope someone can advise or has been in the same situation.

I have had 2 negative feedbacks this month:

1 - claimed I did not send her the correct colour as in the picture (buyer ordered a red one and not pink as pictured)

Buyer never responded to any messages, never contacted me or opened a return case

2 - claimed item I send was polyester and could not be worn

All items are 100% cotton, with label attached. Never contacted before leaving feedback or responded to any message or opened a return case

My problem is having spoke to Ebay customer service, I was told feedback could not be removed for either case, as even though I can prove the items sent were correct in the first case and in the second I said I can send a picture of the material content and suppliers invoice, I was told no ones ever sure what a buyer has received, so ebay stands by the buyer whatever and they put the phone down on me.

I'm starting to feel more and more that even if you are a seller who tries to offer the best service at every point, it is never enough...... 

[arkwebus]

I would suggest that - as advised by others - you simply contact the buyers and apologise and ask them even now to open an appropriate "return" or "not as described case" through the resolution centre when you will give a full refund.  After that you can request a feedback revision [although you cannot enforce it]. 

Your "terms of trading" do not really comply with eBay's rules and - to me - come across as rather agressive. This might put people off from dealing with things.  

For example:  

Returns

Please contact us within 7 working days of receiving the item   -   eBay allows 30 days. 

All items must be returned at the customers own expense and are as new - if buyer thinks goods are not as described you pay for return post

All items will be refunded minus any postal charges. - eBay requires [as does the law] a full refund of postage paid

@jules_cat