Unfair feedback

[lioudmildre_0]

A buyer left me negative feedback and opened Not As Described case. I contacted the guy within minutes offering
collecting the item or exchange it.
Yes, we live close and it was before the lockdown. But the buyer choose to
ignore the messages. Now the case is closed.
The buyer keeps the item and eBay refuses to remove the feedback as they
think it is the customer right to share the experience.
What?! The experience is fantastic! After all the buyer choose to keep all as it is.
How can I make it right?

[tressygirl · Accepted solution]

You must always ,  always deal with any case opened .

You have 8 days from opening to refund fully through those case details,  if you want the item sending back to you,   a case for item not as described will enforce you to pay for that fully tracked return postage.

If you ignore the case,  and do not do as above within 8 days,  the buyer then escalates, on days 9 - 21 eBay step in fully refund,  and yes,  they can even allow the buyer to keep the item,  as no postage was paid for.

[john1297576]

"collecting the item or exchange it."

That isn't the way to deal with a case being opened. From the practical angle the buyer needs TRACKED proof of delivery back to the seller, and they need to have a Full Refund rather than replacement.

Collecting would not give the buyer any protection so they escalate and ebay had to deal with the case.

[lioudmildre_0]

Giving customer options aimed at making it the best and the easiest for him. The item has very low value. Eventually the buyer keeps the item and he didn't get any refund that I know of. Isn't it his choice?! Why the negative feedback then?
I understand here you are allowed to pay cash on collection but collecting an item is prohibited by eBay as there is no proof?!

[vijorey]

OP
Private sellers do not have items for exchange....
If you are buying items to resell on eBay, you need to upgrade your account to business...

[lioudmildre_0]

Absolutely generic item, can be obtained for exchange with no effort for good customer service.

[tobiasd4]

@ lioudmildre_0
You have lots of new items, so ARE a business, you are buying to sell.

[vijorey]

Sounds as if the buyer escalated the case to eBay, buyer was refunded and because you never replied through the case, buyer told to keep item too...check your PayPal account, also check your seller dashboard board for defects....