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Escalation of ebay not following their stated policies on feedback removal
Before I go into the legal realm with this unique issue I would like to know if there is USA eBay employee that I can contact because the "back office" or whatever entity that reviews feedback removal is completely ignoring the raised and stated specific polices that eBay has to remove feedback.
I want to be sure to exhaust all my administrative remedies before seeking counsel.
The following ebay policies are reasons for removal:
- A BUYER DEMANDED SOMETHING NOT OFFERED IN THE ORIGINAL LISTING
"You never have to agree to any changes to the terms in your listing (for example, including additional items or giving a discount). If a buyer demands a change to what you originally offered, you can choose to cancel the order or you can complete the transaction under the original terms. We'll remove any related negative or neutral feedback and canceled order defects when we can see the buyer's demands in eBay messages.â€
- WHAT IF SOMETHING HAPPENS THAT IS OUTSIDE OF MY CONTROL?
“We will protect you by removing negative and neutral feedback and defects when things happen that are outside your control, such as weather or carrier delays, or when the item arrives late but tracking shows you shipped on time.â€
- BUYER-RELATED TRANSACTION ISSUES
“The buyer is raising an issue that was correctly disclosed in the listingâ€.
So what happened in short? We advertise repair of a specific model Laptop. Buyer sends us a part we do not service in lieu of the advertised service model. We contact the buyer and ask them if they are sending the correct model for service as we cannot service what they sent. They refuse and keep asking if we fixed the item they sent us but we do not advertise we fix in service contract. We say we need the part advertised to execute the service. Customer demands refund and return. We do as requested. Buyer leaves us negative feedback.
Issue at hand. eBay keeps ignoring the exact qualifying feedback removal policies summarized above and others even after we linked it for them, explained it plainly and concisely with examples and gave them the evidence for removal contained in the listing ad eBay messages from the buyer.
