Negative feedback received from a dishonest buyer

[lynx2023]

I sold a brand new mini jewellery box on eBay, I video record all packaging and item to try to prevent issues, the buyer received it and messaged me saying I had misdescribed it as it was small, I explained to him that I didn't misdescribe it as it says mini and travel in the right up. The next day I get a message from him saying it was damaged and he wanted a refund, I explained to him that I have video proof the item wasn't like that when I sent it and why didn't he say it was damaged on the first message he sent to day before (redflag)  I contact eBay to explain situation and they said I can keep my funds and eBay would refund me he also said that I wouldn't get and defects or negative feedback, anyways he gave me a unnecessary negative feedback so I phoned eBay again and they said they would remove it within 2 hrs, this never happened so I phoned eBay again , the feedback team just wouldn't remove it even though the buyer had gone against eBay's policies, so I read the policies and there was something there that said if the negative feedback says something like item was small even though I described it mini the feedback should be removed because I've put it in the listing but eBay still denied removing it. eBay have let me down and will let buyers do what they want to you, even though I have proof the buyer was lying about it all. 

Then I had a thought, I strongly believe that because this buyer is a trader on eBay, I think that eBay get paid for this, so got me thinking this is why they won't remove the feedback.

Also he only paid £1 for this brand new mini jewellery box.

Anyone else had issues like this?

[plpmr]

if the buyer opens a not as described case you need to accept it, issue a prepaid returns label and refund when you received the item bac.

your video is not evidence and, unfortunately, if the buyer reports the large false positive you left them the comment will be removed and that will damage your account.

[tressygirl · Accepted solution]

@lynx2023  wrote

Anyone else had issues like this?

Answer.... Yes, many do.

Unfortunately, there's nothing in that feedback that breaks feedback rules, so eBay will not remove it.

However,  you left a very good follow up and anyone caring to read it all, can see the item was only £1 which shows the pettiness in my humble opinion,  of the buyer leaving a negative feedback , and can see it has impacted the seller's account.

You could try and pacify this buyer,  and then send a feedback revision to complete, may help,  then again...

What you must do,  is to block them from returning !

https://www.ebay.co.uk/bmgt/BuyerBlock?

@lynx2023 

[krafty-kreations]

You would be better adding measurements for things like that.

[eastern-lights]

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@krafty-kreations wrote:

You would be better adding measurements for things like that.

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I'd suggest including something to scale it by in the photos. A pound coin, a coke can, even a ruler. (And then say in the description "pound coin not included" !)

[lynx2023]

Thank you I appreciate your comment

[lucy_farmer]

'I contact eBay to explain situation and they said I can keep my funds'

Don't believe what human beings at ebay tell you on the phone (*especially* if you get a 'call-back' from the Philippines base).

 Their remit is to tell you what you want to hear to get you off the phone quickly, so they can hit their ' how many calls they have to answer in a certain length of time'  target.

The vast majority of ebay actions are run by The Computer and that will do what it's programmed to do. (Which falls VERY heavily on the buyer protection side of things...)

[department28]

It just beggars belief that anyone would make this fuss about a £1 item, unless it had arrived squashed flat or something. Would they really have gone to the trouble of sending it back? If they were so concerned about the size, they could have messaged you first. Most people know 'mini' means very small.

It is very suspicious that the buyer only said it was damaged after complaining about the size. If eBay covered the refund & said you would not get negative feedback, they should have stuck to that.

It is situations like this that put people off selling on eBay. Who needs the stress?!

[lynx2023]

I totally agree it is very suspicious and even though I told this to eBay
they still did nothing even with the evidence Infront of them, eBay even
said they would listen to the 2 phone calls made where their advisors said
it would be removed but still did nothing their call are recorded so should
have upheld what their 2 colleagues said they would do. I still think it's
because he's a business trader and they pay eBay to list their items. eBay
wasn't interested In my video recording that's proof enough along with what
the buyer messaged me. But I've asked eBay 4 times now still being denied.
Thanks for your replys

[kath3735_wxmjn]

at least you got a message, i have just received my first negative for a long while and it was the first indication that there was anything wrong!  I thought i had put a decent description but obviously not (!)   I would have refunded him if he had put in an IND (which of course he still can do and i would) or even messaged me first just out of politeness.  Then again i just shrug it off and do not worry about it overmuch as we all know folk are odd.  Not a large value item as well.  I certainly will not be bothering about trying to deal with e bay customer services about it, i have better things to waste my time on.