removing negative feedback

[reasoffinvoy]

I had a buyer place an order then immediately request a cancellation.

We cancelled the order before shipping as requested and confirmed refund.

10 days later Buyer left negative feedback saying item was broken and "total **bleep** and not to buy", but he never actually purchased anything from us.

This is our only piece of negative feedback and spoils our 100% record.

Any suggestions if he wont revise ?

[plum993 · Accepted solution]

The only other option is to conact ebay and see if they will remove it,http://ocsnext.ebay.co.uk/ocs/cuhome

If they don't and you havent already you can leave a follow up reply,along the lines of buyer requested to void the transaction and item was never sent out,as you have to be careful what you say in feedback or it can be removed

[reasoffinvoy · Accepted solution]

Realise now that my feedback cant be removed or altered 😞 SHould have looked into it further before having a hasty reaction. Just got complacent with always having positive FB.
Thanks for your help.

[tressygirl]

Slightly confused here as your follow up feedback is confirming the buyer received this item,  and you are querying how it was possible to break it,   and to help resolve the matter?

If you and the buyer are talking of the same item not being sent out,   and a cancellation requested by the buyer was completed,  then call eBay Customer Support from the Help & Contact tab above,  ask them to look into this matter,  as an item cannot be broken if not received. 

[reasoffinvoy]

Hi there, sorry for confusion.
First reaction was to try and accommodate the buyer any way possible. It was only when looked into further i realised transaction had not been completed. I assume the buyer purchased elsewhere and got confused about which seller.
I realise now it's a bad habit to get into to leave feedback without checking out full facts first.
Thanks for your help. I will contact customer support..