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Feedback removal for eBay International Shipping Program
Hello,
I made a sale through eBay's International Shipping Program. The buyer contacted me because he didn't like the item. I informed him that I offer free returns for any reason, but he informed me that he didn't want to return the item because he would lose out on the money he paid for international duties and fees & asked me to provide him with a partial refund. So, I offered a 10% partial refund, which he rejected and demanded a larger amount to cover his international duties and fees. Along with this demand, he included photos of negative feedback from my feedback profile that I had previously received from other buyers. When I did not respond to this threat, he opened a return request and left negative feedback regarding the international return policy and the refunding of import fees and duties. Around this same time, I received a message from eBay that they would handle the return and that I had nothing else to do. It was my understanding that I am protected from negative feedback (and my service metrics are protected as well) if the buyer leaves feedback related to the international shipping portion of the sale, so I submitted a feedback removal request via the automatic system. The request was denied, and I was instructed to work things out with the seller. I contacted ebay through Chat for clarification, and they informed me that I had to wait for the case to close for the feedback removal. eBay has since informed me that the case is now closed, and I am not responsible for refunding the buyer any money. However, I have no way to request negative feedback removal and the feedback doesn't seem to be going anywhere on its own. The buyer has also contacted me since the return closed, calling me a crook, so requesting a revision from him is clearly out of the question. This feedback regarding import and duty fees, that are handled by the eBay's International Selling Program, has now been on my account for a couple of weeks, so I am writing to request the following information:
1) How can I have this feedback removed?
2) Is this the standard process in regard to international shipping program sales, if negative feedback is left? And if not,...
3) How should I have handled this differently to avoid this problem next time.
Thank you in advance for your help with this matter.
