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 

[red_magpie]

Unfortunately eBay will not remove feedback unless it contravenes their rules, for example contains profanity or refers to an eBay or PayPal dispute.

Simply being unfair doesn't qualify.

[jules_cat]

.

[redwick1]

There is nothing in that feedback that ebay would remove it for.

If yuo tried to sort it out with the buyers you can then ask them to revise the feedback but if that did not work then there is nothing you can do.

It is unfair but ebay do not see the items so will go with the buyer.

[jules_cat]

Thank you for help, I have contacted the buyer who is now saying even though it says its cotton, it feels like polyester and it I agree to refund him without him returning it he will remove the feedback.. isn't that not allowed??

[redwick1]

No not really allowed
You could try ebay again stating the buyer has now stated it is cotton as on the listing and they are wanting you to refund without the return before changing their feedback.
That is classed as feedback extortion and see if ebay will remove it

https://www.ebay.co.uk/help/policies/feedback-policies/feedback-extortion-policy?id=4230

There is no guarantee that the buyer will change the feedback even if you did as they ask

[jules_cat]

I will try Ebay again tomorrow, thank you for your help.

Happy New Year to you!

[redwick1]

Good luck.
Happy New Year.