I have just received neutral feedback for an item I posted, the buyer says didn’t arrive.

[wellynellydog]

Hi - I have just received neutral feedback for an item I sold and the buyer says didn't arrive.  I communicated throughout and gave a refund in the given time period, to allow time for the item to arrive.  I am now out of pocket for the item and have one neutral feedback which I think is so unfair after selling for years.  It would have been different if he didn't get the refund but he did!  Can I do anything to get it removed? What shall I leave for him? 

[john1297576 · Accepted solution]

"I am now out of pocket for the item" Why haven't you made a claim for loss, it is simple enough if you used Royal Mail, all you need is your proof of postage and used the correct method for the value. You should also have received a refund of the selling fee if you refunded through a "Not Received" case. If a Courier much more difficult as they have so many items that they do not cover. Lost in the post does not warrant neutral feedback.Your buyer obviously has no idea what feedback is for, it is to reflect how you dealt with the problem, which by what you say you did properly by the book.

[ruby*tuesday]

You can send him a message and explain that Items get lost in the Transit all the time. Explain that you did everything EBay requires of you. Ask him if you send him a Feedback Revision Request would be please Revise the Feedback.

You could also Contact Customer Support, they may Remove it?

Buyers can only receive Positive Feedback.

[rusticrye]

"What shall I leave for him?"

Your only option is to leave him positive feedback or none at all. Do not be tempted to leave a tit-for-tat negative comment on a green dot (a false positive) as that is a serious breach of feedback rules. All it will do is increase the buyer's positive feedback score - and give you a damaging defect on your account if the buyer reports it to Ebay for removal. 

Why are you out of pocket for the item...? All you have to do, now that you're refunded the buyer, is to lodge a claim with the carrier (or Packlink if you bought the postage on Ebay) for loss in transit.

I see no point in sending the buyer a feedback revision request form. Refunding doesn't change a neutral or negative experience into a positive one - he still doesn't have the item that he was looking forward to receiving, and he still had to wait till the last possible minute for his refund. He is clearly not a happy bunny. So be glad that it was neutral and not negative, and add his Ebay ID to your Blocked Bidders List if you wish. Then have a nice cup of calming tea, and put it behind you. 🙂

@wellynellydog