1st ever Negative Feedback as a seller and the feedback is 100% demonstratively untrue

[lessonsininternetmarketing]

Have been left my 1st ever Negative Feedback as a seller and the feedback is 100% demonstratively untrue.

My listing clearly stated that the goods would be dispatched in 2 business days and would be sent RM 1st class post (an untracked service)

Almost immediately after the sale (on a weekend) the buyer started repeatedly and aggresively messaging me demanding a tracking number.

After pointing out that the listing stated RM 1st class (untracked) she started a tirade saying that it IS  a tracked service...

I actually caved in as I didn't want any trouble and paid £7 extra to upgrade her to RM Next Day Special Delivery.

It was dispatched on the Tuesday after the weekend sale and signed for by her on Wednesday.

She left Negative feedback stating "Late Dispatch" & "Not tracked" both of which are downright provable lies.

I asked her to remove her comments as they are fabrications but she has refused to delete them.

Surely someone can't just write complete lies, wrecking my 100% feedback without any repercussions?

As far as I can see Ebay are just saying "tough....there's nothing we can do"

I'm not just going to "let it go" but before I go down legal routes I was wondering if there are any avenues via Ebay to explore before doing so.

Thanks

[red_magpie]

Firstly, although neither you nor your buyer seem to have realised this, all RM parcel services are now tracked.

Strictly speaking, this isn't "tracking" in the sense that you can't follow the progress of the parcel, but they all have a 16 digit delivery number on your postal receipt. This is accepted by eBay, as it confirms delivery, which is all that sellers have to prove.

I take it that you uploaded the special delivery tracking number when marking the item as dispatched?

It's worth phoning customer support to ask whether they will remove this feedback, as eBay will be able to see for themselves that the parcel was sent tracked. They will also be able to see whether it was delivered within the latest estimated delivery date.

You may have to be patient, as eBay customer support is VERY difficult to contact because their service is reduced during the pandemic.

[lessonsininternetmarketing]

Thanks for your reply.

Just a couple of points.

If you pick a parcel and walk to the Post Office to dispatch then I accept that RM 1st class has a 'trackable' (in the sense you mean) option.

However, due to the fact I sell over £2.5m every year with my other business I have a Business PPI account.

RM 1st class mail sent PPI under a Business Service is not trackable in any shape or form nor is there a nominal 'tracked number' allocated to each parcel. (We are also not covered by any insurance should a parcel get lost....a situation we have to accept....but of course this is offset by the cheaper postal charges we receive en masse)

I don't think the average Ebay seller / customer would be aware of this.

But thanks for letting me know that there IS an alternative avenue still to pursue before taking matters outside of Ebay

I've just Googled "Ebay UK phone number" so I have that now and that will be my next port of call.

Many thanks again.

[tobiasd4]

Don't use google number, you won't get through.
Scroll to bottom of link to contact ebay. Live chat is not usually offered to business sellers.
https://www.ebay.co.uk/help/buying/search-tips/advanced-search?id=4049&query=1455&st=GENERAL_SEARCH

[lessonsininternetmarketing]

thanks

[tsmgmd]

Looked at the original listing which shows the item sold just before 18.00 on the 5th July..

But I cannot see on the listing where it shows dispatch within two business days..

All it shows is free P. P Fast and Free, and your buyer may not have understood that means within 3 business days. 

So I can only assume your buyer would expect the item to be sent on Monday.. 

As you have offered free postage possibly your buyer would assume that you would cover yourself and send the purchase using a fully tracked service that would protect you as a seller.

[tobiasd4]

Sending items by RM over £20 must be tracked anyway or RM won't pay any compensation if you use wrong service.

Try contacting ebay CS to see if they will remove comments if you can prove posting & delivery within stated timescale.

Ring 1st thing in the morning, hopefully get Dublin, but as they are only doing callback, may be hit & miss.

https://www.ebay.co.uk/help/buying/search-tips/advanced-search?id=4049&query=1455&st=GENERAL_SEARCH

[lessonsininternetmarketing]

thanks