Buyer left negative feedback on wrong item

[hivashi]

I sold an item recently and the buyer accidentally left feedback on my item that was meant for another item they purchased which was a fake. They then left a really negative review about a fake product on my item which is an entirely different product. I appealed the feedback and the buyer received an email to change it but said it wouldn't load and has stopped responding. Is there anything I can do about the feedback? Many thanks

[tressygirl · Accepted solution]

Not sure what email the buyer receives,  but you need to send them a feedback revision , and ask if they would kindly complete this.

Explain this negative can affect your selling limits and payout holds.

It's a busy time of year they may not be logging into their eBay account, don't send to many requests or it can look like harrassment.

Give them another few days, if no success, contact eBay Customer Services explain an error has been made, if they look at the description the buyer is giving,  it doesn't correspond at all to the item you sold, see what CS says.

This is the easiest and quicket way to contact eBay Customer Services, for a Call Back option.

 https://www.ebay.co.uk/help/eua?id=5275&mkevt=1&mkpid

Lines open between 8 a.m. to 10 p.m. on weekdays.

9 a.m. to 6 p.m. on weekends.

I recommend contacting CS very first thing in the morning, when the lines first open,  as there's more chance of Dublin answering.

If all fails,  you can leave a follow up, but be factual and polite as the feedback will tell future buyers reading it,  how you deal with issues as a seller.

@hivashi 

[sml192]

In addition to the excellent advice you have already been given, if you do end up having to contact eBay then it is helpful to be able to quote from eBay's actual 'Feedback Policy' which clearly shows that the situation you describe is a valid reason for removal and even provides it as an example scenario:

https://www.ebay.co.uk/help/policies/feedback-policies/feedback-policy?id=4208&st=3&pos=1&query=Feed...

Harmful, inappropriate or irrelevant comments and images

We remove all feedback that contains any:

• Content promoting hatred, violence or discrimination
• Profane, obscene, adult, illegal or explicit content
• Opinions on any political, religious or social issues
• Any implied or explicit threats or intimidation
• Personally identifiable information
• Links, URLs or other content encouraging sales outside of eBay
• Infringement of third-party rights
• Meaningless content or images that aren’t of the item purchased
• Comments intended for a different item or seller
• Negative comments with positive ratings, or positive comments with negative ratings
• Personal attacks that could harm the reputation of the seller or their business and could not reasonably be viewed as constructive criticism

See example

Tim received negative feedback from a buyer about a photo frame that said “Shirt was very poor quality”. Since this feedback was clearly left for the wrong item, it is removable.