Hi,

Can you please help, I have buyer which left us a negative feedback saying: “taking far to long to arrive”.

I shipped (and I always do) the order straight away, however on the following day parcel come back with the small red RM sticker saying: “address incomplete”.

After doing some research it turn out that there should be either house number from 1 to 9, or the house name in front of the street, but buyers address was only stating “Regent Court Regent Street”.

I done some research (as buyer was not responding) and managed to figure it out complete buyers address and shipped order again using a fully tracked 24hrs service, which were delivered to the buyer still within the estimated ebay delivery dates.

In the meantime buyer left negative feedback, so I spoke with CS and was told that we need to cancel the order using “incomplete delivery address” reason code and then apply for the feedback removal using a web form and it will be removed.

I done all of that and got the message from ebay saying that feedback will not be removed, so I phoned CS again and after explaining all again was told that I need to upload proof of posting to original order, so I took the screenshots from my RM C&D which was clearly showing that order was shipped on time and as advised uploaded all to ebay CS and waited for the feedback to be removed, as I was promised twice.

After 48hrs feedback was still showing, so I contacted CS again and after explaining the entire situation again I was assured that it will be escalated to someone in charge for the removal.

48hrs later still not removed, so I contacted CS again and after chating for 10 mins with the gentleman called “Vivek” he decided in a very rude way to end the chat without even attempting to help me, or reply to my questions.

I decided to contact ebay CS for the last time and the nice lady told me that if I will be selling for ebay for long time then I will be in this case entitled to so called “courtesy feedback removal”, however because I’m only trading on ebay for few months I can forget that this feedback will be removed.
I was told that this chat is my last hope and would like to ask for that feedback to be removed for a few simple and solid reasons:

1 – I provided the evidence that order was shipped straight away, in fact a day earlier than estimated shipping date,

2 – surely is not my fault that buyer provided incomplete address,

3 – after RM returning original package I went above and beyond to figure it out buyers complete address and shipped the order again via fastest service available (RM24 tracked),

4 – I was completely mislead by ebay CS to refund the buyer in order to remove feedback,

5 – I done all things possible to make sure customer is happy (order delivered + buyer refunded), if that’s not a good customer service, I don’t know what is.

If you still care about a decent sellers on your platform, can you please remove this feedback - Thank you.