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Extorsion feedback not removed due to "buyer found an issue with the item"
Summary: emes_lighting seeks advice on how to get a manual review from eBay support after a buyer threatened negative feedback unless given a partial refund. While the phone representatives acknowledge the messages as extortion, the automated system denies removal requests, citing that the buyer found an issue with the item. jacbarcollectibles suggests providing proof of the extortion through eBay messages, while mr_lincoln advises using the Report Buyer link and trying alternatives like live chat or social media for escalation to a human representative. emes_lighting clarifies that they accept returns, contradicting a misunderstanding about their return policy. Despite offering solutions, emes_lighting continues to navigate the automated rejection loop.
Hello all!
I’m stuck in a loop with eBay support and hoping someone here has advice on how to get a manual review.
A buyer sent messages demanding a large partial refund or they’d leave negative feedback. I refused, and they left the negative. I requested removal for feedback extortion, but Seller Help auto-denied it, stating "buyer found an issue with the item."
Every phone rep agrees the messages violate policy and promises it will be resolved, but then I just receive an automated email pointing me back to Seller Help.
Has anyone successfully appealed an auto-denied extortion claim? Is there a better channel to reach an agent who can actually review the message log? Thanks!
mr_lincoln
MentorSep 8, 2026 at 1:33 PMHi @emes_lighting
-It is important to use the Report Buyer link on the sold item before taking any other action, like using the Request to remove Feedback tool: Request to remove feedback
-What you described is CLEARLY Feedback extortion.
-Much of the Feedback system is monitored by AI so phone reps cannot just Delete a Feedback like they used to.
-I see what may have caused the problem with your customer ... it is your No return policy which technically is not truly protection against an item being returned. Sadly, it is the DEFAULT return setting on eBay listing tools and it sends the wrong message to both Buyers and Sellers. Some Buyers don't realize they are protected by the eBay Money Back Guarantee and depending on the reason can return anything forcing the Seller to pay for a return shipping label. So, if they don't think they can get their money back what options do they have? Yep, leaving Neg FB is on that list.
It sends the wrong message to sellers too and trust me when I say that some think they are immune from an item being returned.
You may want to consider Accepting returns in the future, it could possibly avoid situations like this.
emes_lighting
OPSep 8, 2026 at 1:45 PMThanks for the feedback! Just to clarify, this listing actually does accept returns (I only use "No Returns" for select parts only items).
In this case, the buyer admitted purchasing the wrong part for their vehicle, then explicitly threatened negative feedback unless I issued a substantial partial refund while letting them keep the light. Even after the extortion attempt, I offered a full return and refund through eBay's system, but they refused to use it or perform basic troubleshooting.
Since the automated removal system keeps auto-denying my request despite clear messages in eBay Messages, do you know how I can escalate this past the AI to a human rep who can actually review the message history?
mr_lincoln
MentorSep 8, 2026 at 2:27 PM@emes_lighting
-Ues the Report Buyer link on the sold item BEFORE you do anything else.
-You can try reaching out to eBay and here are some suggestions for that ... but again, use the Report Buyer link on the sold item and then wait half a day before trying to contact eBay.
Here's how to contact eBay general customer service.
1. CLICK THIS LINK:
https://www.ebay.com/help/contact?type=ContactUs&topicId=4000
2. Select a category that best matches your problem.
3. Answer the chat bots question by stating what you need help with. Be brief when you reply to the chat bot.
4. Type AGENT (you may have repeat steps 3 and 4)
5. Request a call back or live chat. (Note that the contact options vary depending on the topic and staffing availability)
Monday to Sunday 5:00 am to 09:30 pm PST
3. Or you can also contact customer service by sending a PRIVATE message on social media. Customer service verifies your identity before responding.
https://www.instagram.com/ebay/
6am to 6pm PST
jacbarcollectibles
MentorSep 8, 2026 at 12:23 PMWhen you contact customer service you need to make sure to be able to reference an eBay message that shows the buyer will leave negative feedback if you do not give the refund. Looking at the two negative feedbacks you have received there is nothing that would cause the AI to remove the feedbacks without having proof of the extortion attempt. You have to be able to prove the extortion was made through an eBay message and not any other way.
emes_lighting
OPSep 8, 2026 at 12:35 PMSo every time i speak to an agent, and they check messages, they agree that the extortion was made. However, they direct me to request removal through seller hub, but that is no longer available to me. I tell them this from the get go, but for some reason it isn't landing..