@lincolnshiremarine wrote:
Hi Marco
We did a request for feedback removal and 10 minutes later said it would not be removed. However, we phoned CS after this, as at a loss why this was not removed, the CS agent agreed that we had done everything we were suppose to and saw the message to the buyer, asking them to raise a INR case, and we have copies of the ebay transcript advising us how to deal with this.
When we did this, the customer sent the threats to us. If this feedback is not against ebay policy then what feedback do ebay class as a removal. Everything ebay states is not allowed as in threats of negatitve feedback the customer has done.
so let me get this right........ when customers claims the item has not been delivered, and it clearly shows it has on ebay tracking, the courier tracking and a photo, and they message us to send another one, and if we do not they will leave negatitve feedback, which they do and ebay refuses to remove it, that is acceptable in ebays eyes?
If so, then sellers has no protection from ebay at all.
Best wishes
Thanks for your reply, lincolnshiremarine.
Oh ok, so if they said they'd look into it for you, then you'd need to wait for them to get back to you on it. Regarding your question, if an item is delivered, but the buyer opens an item not received case stating that the item was not received, you will be protected as long as you can prove that the item was delivered with proof of delivery (A tracking number showing the item as delivered to the correct address). However, the buyer is still entitled to express their buying experience through feedback.
Thank you,
Marco
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