Buyer left negative feedback in spanish, one word ROTO which means torn/broken NEVER CONTACTED ME

Question

I offered a return if true, in spanish also. Asked for photos, nothing. This is insane this is happening, feedback removal was denied, I cannot find out how to appeal, was contacted via text message form same area code requesting refund. I am **bleep** beyond anything right now. I cannot get ebay to call me this is insane.

inceptions · Answer

Hi @lapalmrochester

You already appealed if feedback removal was denied. Though as sellers, we all hope a buyer will contact us if there is a problem, they are not required to do so. The feedback did not violate any policies, so eBay will not remove it.

If the item arrived damaged, you owe the buyer a refund.

Unfortunately, you replied to the feedback when you were angry, so you didn't help yourself there. A feedback reply is an opportunity to show potential buyers that you take care of your customers. The best way to reply is to calmly and professionally state something like you are sorry there was a problem with the order and that you will resolve it as soon as you hear back from the buyer.