False Negative customer feedback after refund issued

[essentialn]

The buyer placed a personalised order. While processing the order, the buyer claimed the order was not as described despite being clearly stated on the listing page. The buyer asked for a refund. The order was cancelled and a full refund issued. 

The buyer then continues to request that the order be processed, claiming he did not get any refund.  Buyers end up leaving negative feedback. Despite follow-up conversations and explanations that his refund was issued and that he should check his bank account, the buyer refused to remove the negative review. Insisted that he did not get any refund. 

I raised the issue with eBay and just got their response now that the decision is final...... Really?

How can this be raised further, please?

[tressygirl · Accepted solution]

I'm very sorry, but once eBay say a decision is ' final' on removing any feedback, that's it,  you cannot proceed further with asking for it to be removed.

You can leave a follow up feedback, but one tip,  make it very polite explaining briefly what happened,  future buyer will read your feedback and judge if when faced with an issue you handle it well, and can decide whether to buy from you or not.

@essentialn 

[essentialn]

Many thanks. That was very helpful.