eBay are refusing to remove negative feedback left for me that is demonstrably untrue and unjust!

[normatcheers]

Mine is another case of a buyer leaving false and unjust negative feedback and eBay refusing to remove it. As I have, repeatedly, pointed out to eBay, the item was described, in CAPITALS, as “SPARES OR REPAIR ONLY” and in the Description as “NOT WORKING – SPARES OR REPAIR ONLY” and yet, despite this, when the buyer demanded a refund because the item “doesn’t work”, eBay sided with him, refunded him from my balance, and won’t even remove the negative feedback! I absolutely cannot believe it! I thought it would be an open and shut case for (at least) getting the negative feedback removed but, no. All someone at eBay needs to do is look at the text of the original listing and compare this with what the buyer states in the negative feedback and it will be obvious that he is lying and making a false claim.

[roger_roger_over_and_nowt]

Unfortunately you described it as used and not "for parts or not working" hence buyer can return at your cost for a full refund.

Ebays definition of used is :- Used: An item that has been previously used. The item may have some signs of cosmetic wear, but is fully operational and functions as intended. This item may be a floor model or an item that has been returned to the seller after a period of use. See the seller's listing for full details and description of any imperfections

Also :- For parts or not working: An item that does not function as intended or is not fully operational. This includes items that are defective in ways that render them difficult to use, items that require service or repair, or items missing essential components. See the seller's listing for full details

[normatcheers]

Thanks for your reply. I wanted to list the item as “For Parts or not working” but the option did not appear in the drop-down list. I thought describing it (twice) as “SPARES OR REPAIR ONLY” would suffice.

[normatcheers]

In my experience, regardless of whether you create a listing from scratch or via “Sell similar” you aren’t always given the option of “For parts or not working” (and you can’t add it). This was the case for this item.

[normatcheers]

I have just experimented with a new listing and, as I thought, it is impossible to list a wristwatch in the category “For parts or not working”. The option simply isn’t available. Therefore, it is impossible to sell a faulty wristwatch on eBay without the risk of the buyer demanding (and getting) a refund.

[4_bathrooms]

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@roger_roger_over_and_nowt wrote:

Unfortunately you described it as used and not "for parts or not working" hence buyer can return at your cost for a full refund.

Ebays definition of used is :- Used: An item that has been previously used. The item may have some signs of cosmetic wear, but is fully operational and functions as intended. This item may be a floor model or an item that has been returned to the seller after a period of use. See the seller's listing for full details and description of any imperfections

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Those definitions are category-specific. Where watches are concerned "Used" is defined as:

"An item that has been previously worn. See the seller's listing for full details and description of any imperfections"

Stupidly, there isn't a "For parts or not working" item condition for the watches subcategory. There is for smart watches as they are a subcategory of "Electronics" but as regular watches fall under "Clothes, Shoes & Accessories" that item condition isn't available.

[alvisinwales]

You are correct - there is no condition value "For parts or not working" in this category.
Condition values are as below:

Category 31387 (Jewellery & Watches > Watches, Parts & Accessories > Watches > Wristwatches)
ConditionValues
1000 = New with tags
1500 = New without tags
1750 = New with defects
2500 = Seller refurbished
3000 = Used
SpecialFeatures
2000 = Certified - Refurbished

[lucy_farmer]

'Therefore, it is impossible to sell a faulty wristwatch on eBay without the risk of the buyer demanding (and getting) a refund.

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Even if you were able to put in in the 'Spare and Repairs' category, that is no barrier to it being sent back for a refund.

Buyers buy stuff that is in 'for parts or not working' because they'd like to try and fix it. Some buyers will discover that it's not as easy to fix as they'd hoped and send it back for a refund.

Which they *will* be given.

[missdollydaydream]

Don't forget to add them to your blocked bidders. Have you looked at their "feedback left for others" ? 

I had a neg on my selling account stating "never received" it was left 7 days before the due delivery date! Again, eBay wouldn't remove it.

The important thing is to leave an appropriate reply so that others can see that the feedback system is not fit for purpose. 

[normatcheers]

Thanks. I have added him to my Blocked Bidders. His feedback left for others does have some pretty deranged comments and other buyers have balked at this. I don’t think eBay realise that by pandering to people such as him they are just encouraging him to do this sort of thing again in the future.

[4_bathrooms]

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@normatcheers wrote:

Mine is another case of a buyer leaving false and unjust negative feedback and eBay refusing to remove it. As I have, repeatedly, pointed out to eBay, the item was described, in CAPITALS, as “SPARES OR REPAIR ONLY” and in the Description as “NOT WORKING – SPARES OR REPAIR ONLY” and yet, despite this, when the buyer demanded a refund because the item “doesn’t work”, eBay sided with him, refunded him from my balance, and won’t even remove the negative feedback! 

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Did either yourself or eBay send a return label via the case?

A seller cannot "win" an INAD case. When such a case has been opened the seller needs to issue a return label via the case within 2 days of the case being opened - eBay might do this automatically depending upon the settings on this page. Once the return label's tracking shows the item has been delivered back to the seller (or attempted to be delivered) the seller has two days to either refund the buyer or to "report a problem". Return cases are automated with strict time limits for sellers to take action; trying to fight them is pointless as a seller will lose by default if they don't issue a return label, a refund or report a problem in time.

The case would have had a specific link that stated "Report a problem" once tracking indicated the buyer had sent the item back. That link would have shown a list of options for filing the report - one of them would have been reporting the buyer for falsely claiming the item wasn't as described. This would not have prevented you from having to refund the buyer but buyers who receive too many such reports against them often find their ability to use the Money Back Guarantee withdrawn altogether.

It sounds like the buyer asked eBay to step in and eBay automatically refunded them; this means the feedback will not be removed as you are deemed to have been at fault. If you had followed the process and reported the buyer as above the feedback might have been removable. Negative feedback is rarely removed when eBay has decided the outcome of a case in favour of the buyer.