Removing negative feedback

[nlj10]

How frustrating. A buyer has left negative feedback stating that I refused to refund them for a damaged item. They contacted me 20 days after delivery. After further investigation and an initial offer of a partial refund I found out that they had used a freight forwarding company - they were not forthcoming with this information. eBay states that using a FF company voids buyer protection and once I realised that another third party had handled the parcel I didn't think it was fair. I drew the buyer's attention to this but rather than open a claim with eBay they have left negative feedback instead.

eBay wouldn't remove the feedback as they said it was the buyer's 'experience' but it makes no sense to me that their own policy means they wouldn't have supported a claim yet it's fine to leave negative feedback. All I could do was reply to the feedback but it just doesn't seem right to me.

Anyone had a similar experience?

[m25jet]

If you approach this in the right manner then you should be able to get the feedback removed.  Both @rusticrye  and @tobiasd4 have made very valid points with regards to this matter, the former suggesting that you contact eBay Customer Service earlier on in the morning when you're more likely to get a call from an agent in Dublin who speaks English as his/her first language, whereas the latter suggests that the buyer's remark about a refund should be enough to get the comment removed.

The next thing you need to do would be to click on the Help & Contact link shown at the top and the bottom of this page, then click on the mobile phone icon shown at the bottom of the next page where it says "Need more help?  Have us call you."  Shortly afterwards you should receive a telephone call from an eBay representative.  Point out what has gone wrong, making sure that you emphasise the fact that the buyer used a freight forwarding company, which in itself ought to void buyer protection, then draw eBay's attention to the remark in the buyer's feedback where it says "I received a broken plate and he refused to refund me."  Emphasise the fact that you are only responsible for the item's delivery to the address provided on the PayPal confirmation of payment e-mail, and given that it's possible that the freight forwarding company may have caused the damage then you shouldn't have to have the negative feedback relating to the breakage showing up on your feedback, especially as the buyer effectively voided his buyer protection through the use of a freight forwarding company.

Although some people may argue that the item could potentially have been damaged in transit prior to reaching the freight forwarding company, which in theory is possible, the fact that the buyer voided his buyer protection through the use of a freight forwarding company, as well as the remark about refusing to refund, may well be enough to get this comment removed if you get through to an eBay representative with an ounce of sense who realises that the buyer has voided the buyer protection and then left you negative feedback upon receipt of the item.  There's no guarantee that it will work but it would definitely be worth a shot, as you may well be able to get that feedback deleted.  If you can then your feedback history will go back to 100% positive and the buyer's negative comment won't do any damage to your feedback history.

[rusticrye]

It's the ff company the buyer needs to lodge a claim with, not you.

Contact Ebay again and explain. I recommend 'Request a call back' rather than Live Chat. Both options are available during working hours. First thing in the morning is best, as you stand a higher chance of getting an agent in Dublin to call you back, rather than one in The Philippines, and therefore someone whose first language is English.

@nlj10 

[tobiasd4]

Ebay should remove comments as it mentions refund.

FYI.

If buyer does open return case, you only have to supply label for return from UK address.