Accurate negative feedback removed after seller delayed resolution—why?
Summary: duecktrader sought advice on eBay's process after a defective auto part was delayed and not refunded, even after reporting the issue within the 30-day return window. Some participants explained that resolving such issues requires officially opening a return case rather than directly working with the seller, who might exploit the situation. bonanza125 recommended not accepting exchange offers as a delaying tactic and suggested moving on and applying lessons learned for future purchases. It was also clarified that using a freight forwarder can complicate guarantee protections, especially if issues arise after forwarding. mnlea-0 shared insights about international buying and freight forwarder implications, emphasizing timely action to maintain coverage.
I'm looking for advice on whether this is how eBay is supposed to work.
I purchased a used auto part that arrived damaged and leaked coolant due to pitting in the sealing surface. I reported the issue well within the 30-day return period and provided clear photos documenting the defect.
Instead of resolving the issue, the seller repeatedly delayed things by offering a replacement, asking me to verify my shipping address (which I did), promising tracking within 3 business days, then providing a tracking number that showed delivery to Puerto Rico instead of my confirmed Miami forwarding address.
I documented all of these conversations and submitted screenshots in the return request. After weeks of delays, the seller ultimately denied the return just before my eBay options expired, stating they only support a 30-day return period—even though I had reported the defect before those 30 days were up and had been following the seller's requested replacement process the entire time.
I then left factual feedback describing exactly what happened. Shortly afterward, the seller appealed the feedback and eBay removed it.
Am I missing something here? It seems like a seller can simply delay the process until the return period expires, deny the claim based on time, and then even have accurate feedback removed. Has anyone had success getting eBay to review a situation like this?
bredero454
·1 month agoI have had the same issue, when I declined to adjust my feedback (reasonable and honest), the seller somehow managed to remove the negative feedback. It is not fair as the future potential buyers from this seller would not see the potential issues they can have with the seller. Now it is showing 100% positive for the seller, but is is actually not.
mnlea-0
·1 month agoIn this case, from what I can understand, unfortunately, you lost your chance by not opening an official return case on eBay. You tried to resolve the issue in good faith directly with the seller, but they manipulated you with "promises of replacements and address verifications" until the 30-day window of the Money Back Guarantee (MBG) expired. I know it’s a bitter pill to swallow, but take it as a learning experience: next time, do not fully trust a seller's word and pay close attention to their behavior from day one. Personally, I haven't experienced this specific dragging strategy myself, but I will definitely keep it in mind.
On the other hand, I think it is very important to clarify something: several users here have commented that using a freight forwarder completely voids the warranty, but that is only true up to a certain point.
As user kathiec rightly mentioned, eBay’s coverage protects the package up to the delivery address in Miami. If your forwarder forwards the item to your country without inspecting it, and you discover it is damaged upon opening it, then you do lose protection (the seller might accept a return out of courtesy, but eBay will no longer force them to). However, if the forwarder inspects the package at their Miami warehouse, detects the damage or that it does not match the listing description, and holds it there instead of exporting it, you can perfectly open a dispute because the item has not left the United States and is still covered.
This is coming from an international buyer who also uses lockers. A few months ago, I had an issue with an item that arrived broken; I managed to open the case on time and the seller accepted it, but they provided a return label that was only valid within the US. Since my forwarder did not have the reverse logistics to handle that label, and I couldn't afford international shipping on my own (which the seller knew perfectly well), the case was closed in their favor and I didn't get any refund.
Because of that, I did some deep research and wrote an audit guide for buyers who use freight forwarders. If you decide to use these services again in the future, I’ll share the link here. Please note that the rates or examples mentioned in the guide are based on US dollars (USD), so the currency type and final costs will always depend on your local currency and your usual forwarder's policies. I hope it helps you avoid being caught off guard like I was:
https://community.ebay.com/forum/buying-57914/topic/international-buyers-audit-your-forwarder-protect-purchases-450287/
tobaccocardyahoo
·1 month agoReporting the issue is requesting a return under the Ebay MBG. It is not messaging the seller.
Meeting the terms of the MBG is more important than making nice with the seller.
Failing to meet the terms of the MBG leads to a failure to be compensated.
When you buy from a seller in another country, your risks of losing your money are magnified, even when the seller is honest and responsive.
Using a freight forwarder voids the MBG. An extended stream of messages with the seller that runs past 30 days after the item is marked delivered by Ebay voids the MBG.
kathiec
·1 month agoOne clarification: Using a freight forwarder doesn't in and of itself void the MBG. Coverage ceases once the package is forwarded. But in the case a package doesn't arrive at the freight forwarder, or the fowarder opens the package and the item is not as described (and not subsequently forwarded) the MBG absolutely does apply.
darn_yankee
·1 month ago · EditedNever mind: I see it now.
kensgiftshop
·1 month agoIf you used a freight forwarder, you voided your MBG.
duecktrader
OP1 month agoUsing a freight forwarder has no bearings whatsoever on this. I received the part on time, and I followed ebay recommendation to try and work it out with the seller, with all correspondence documented, including the seller acknowledging the part was faulty after seeing the pictures, and promising a replacement.
In the end I posted a factual feedback that outlined my experience, which was that I ordered a part that I couldn't use, and the seller did not resolve my issue - which somehow they were able to get removed.
kensgiftshop
·1 month agoYes it does, using a freight forwarder to ship to another country, voids your protection.
Doesn't matter if you received it on time.
As soon as it left the forwarder, it's between you and the forwarder.
bonanza125
·1 month agoWhen filing a return as "not as described" you print out the label and return. Do not listen to what the seller has to say about an exchange. They are trying to delay for the reason you described which is going past the deadline. Ebay removes feedback for multiple reasons. Did you use any bad language in the feedback? Ebay could've also ruled that because the return period expired then any negative experience is on your end cause you had rights. You forfeited those rights by believing what this seller told you. There is no more reviews by Ebay. The case and the feedback is closed for good. Two things I can advise you to do. First in the future if you have an issue return the item and don't accept the exchange excuse. It's a technique used to delay. Second move on from the situation and find another seller to purchase from.
duecktrader
OP1 month agoThe factual feedback that I left:
"Received a defective part that leaked coolant due to a pitted sealing surface. Seller repeatedly delayed resolution with replacement promises and address verification. The tracking number provided showed delivery to Puerto Rico instead of my confirmed Miami address, and the matter remained unresolved until my eBay options expired. I cannot recommend this seller."
All the above was documented in our eBay messaging conversation.
"The case and the feedback is closed for good. Two things I can advise you to do. First in the future if you have an issue return the item and don't accept the exchange excuse. It's a technique used to delay. Second move on from the situation and find another seller to purchase from." - The only productive thing posted on this thread. A lot of assumptions and insinuations all around from other responders.
bonanza125
·1 month ago"A lot of assumptions and insinuations all around from other responders."
It's all suggestions and opinions when it comes to feedback removal. Fact is sellers have the right to appeal negative feedback. Ebay made the decision to remove the feedback. Ebay doesn't give you a reason why they removed the feedback they just do it. When a case expires yes Ebay has been known to remove feedback cause the issue has been closed.
stainlessenginecovers
·1 month agoIt's not necessarily the way the 'system works'. That's the way YOU were worked.
You have 30 days from delivery to OPEN an OFFICIAL return case (go to purchases, click big blue return on right, give reason).
Instead, you allowed the seller to game you playing with that 30 days because you didn't read the 30 Day MBG shown on every listing.
As far as neg removal, depends on what you said, what listing said etc.
By the way, why in the WORLD are you buying a Used Water Pump or Thermostat housing?
WHY in the world didn't you use gasket sealer in the tube if surface was pitted?
WHY in the world didn't you grind, file or sand that surface flat?
Really sounds like you have no idea how to install and prep a used part that seals water/oil.
duecktrader
OP1 month agoI'm am quite clueless as to what you're referring to. Where did you get "used water pump," and "used thermostat housing" from? And using gasket sealer to plug holes in a porous and pitted cast aluminum? Grind it to make it seal? Please make it make sense. I am unsure where you are getting this from.