---

@petals-and-paws wrote:

What is happening with feedback removal at the moment?! Here's my story (this is the short version...)...

 

- Buyer claims item arrived damaged (impossible) and demands another one (no photos provided) - I request buyer returns item.

- Buyer leaves negative feedback stating I ignored messages.

- Call eBay who confirm buyer messaged me a 2nd time but it was 'soft blocked' by the internal system so I did not receive the message and this, together with fact I offered a return but buyer declined means feedback eligible for removal. However, agents system crashes and advises I'll need to call back and speak with another agent.

- Requested another callback - this agent advises eBay will only remove feedback if the buyer is immediately refunded, despite item never being returned, makes me refund whilst he's on the phone but then states he ALSO has IT issues and I'll need to request ANOTHER callback.

- Requested a 3rd callback - agent advises they will only remove if feedback revision request is sent (sigh...)

- Feedback revision request sent... no response for 48 hours, despite being told it would be looked at within 8 hours.

- Called eBay, told that it cannot be removed as I'd already spoken with an agent about it - explained I was forced to refund the buyer for it to be removed and that the feedback is false, as I did reply to the messages I received, eBay blocked a message so how could I have replied? Promised call back within 24 hours.

- No call received after a few days, spoke with another agent who promised me it would be looked into.

- Still no call back, have spoken with multiple agents who all say someone will call me back but no-one ever does... feedback revision request still pending after 2 weeks, buyer has item and a refund which I was forced to do..

 

This is crazy! So buyers can demand replacements, refuse to return items and leave negative feedback if they don't receive them? eBay will admit messages have been blocked by their systems but let buyers receive negative feedback for not replying to them? eBay will tell sellers they have to refund buyers - despite the item not being returned - for feedback to be removed, but then not remove it? 

I'm sure anyone reading this will agree this is not right, but I've tried to speak with the 'right person' at eBay and keep getting told the 'back office team' cannot be spoken to so there's nothing they can do - so hoping someone reading this can help me instead!

---

Hi @petals-and-paws,

Leave this with me so I can review the details offline for the feedback and the buyer.  I will follow up with you by pm.

Thank you,

Kat