Unfair Feedback

[sdl-2005]

Hello

Can anyone advise me of the best course of action please?

A buyer has left negative feedback claiming that an item we sold him was faulty. Firstly he never got in touch to advise us so we knew nothing about this until I noticed the feedback and secondly we would have had no issue in re-placing the item or offering a refund!

I replied to the buyers feedback asking why he didn't get in touch but no response! I sent a feedback revision request, no response! I messaged the customer who claimed that he tried to contact us but was fobbed off! That is a complete and utter lie! There are only three of us here, we are a very small business and I am the only person who deals with the eBay sales and we have never heard from him. I very politely responded to say that I am the only person who deals with eBay and that I have never heard from him so who exactly was it that fobbed him off? No reponse! 

I just feel this whole situation is extremely unfair and uncalled for. How can we put things right if we dont know there is a problem??? Why would someone lie like that? I just dont get it! Is there anything we can do or do we just have to suck it up? I cannot even warn other sellers about this person as of course we can no longer leave anything but positive feedback for buyers which means we are over a barrel!

[tressygirl · Accepted solution]

First of all,  this feedback is over 6 months old,  so far too late to do anything about it.

Unfortunately,  there are some buyers who use the feedback route as a messaging board.  Instead of sending a feedback revision straight away,  surely the right road was to first find out what the problem was,  resolve it,  and THEN send a feedback revision.

As mentioned above all moot,  as it is too late now to rectify the  problem,  that may well have been solved,  with messaging the buyer asap , to resolve the situation.

[sdl-2005 · Accepted solution]

Thank you for your reply. I was not aware of the time limit. I guess you live and learn and I am learning about eBay all the time so thank you again for your advise.

[tressygirl · Accepted solution]

You're very welcome, and yes, everyone in their time on here, will make a mistake big or small. It's a learning curve for all!

You know where we are though, if you need to ask about anything again !

[plpmr]

the neg is too old to do anything about and never send a revision request until the buyer agrees to revise.