Failure to delete negative feedback

[outdom-uk]

Hello, we've encountered a problem. We had reached an agreement with the customer before, and the customer agreed to help us delete the negative feedback.

We also sent the link for removing the negative feedback, but the customer didn't receive it.

As a result, the negative feedback hasn't been removed so far. We hope you can help us remove this negative feedback.

It's really important to us! Thank you! Looking forward to your reply.

Best regards

[tressygirl]

Nothing eBay can do to remove that feedback as it doesn't break feedback rules.

You say you have come to an agreement with your customer?  Usually a buyer will wait for the issue to be solved,  seems from the feedback it's not minor,  and once solved then they may wish to change the feedback if you send them a feedback revision to complete.

Have you refunded or replaced the broken item?

@outdom-uk 

[plpmr]

when taking advice here please remember that these are the UK boards and you are in China.