Negative feedback given for shipping what the buyer ordered and paid for,
Summary: risenkatzen experienced an issue with eBay feedback after a buyer purchased the wrong item and left negative feedback, claiming they received the wrong item. mam98031 advised resolving the issue by working with the buyer, while mamacassidy suggested appealing to eBay based on their policies. Despite attempts to appeal, risenkatzen received automated responses and expressed frustration with eBay's lack of support. Participants discussed using alternative methods to contact eBay and debated the impact of the feedback on future sales.
Item listed, buyer purchased it and paid for it but when he got it he said its not what he wanted so he gives me negative feedback for shipping what he purchased. He refused to talk with me and Ebay has allowed this negative feedback for doing the right thing to stand. What can I do to get my 100% positive rating back. I have been an Ebay member for 25 years with 4,200 positive feedback's and a 100% rating.
inhawaii
·3 weeks agoI would think (and hope) that common sense would prevail here, but I honestly don't think it will. I don't think eBay will remove that negative. Just a hunch.
christworks
·3 weeks ago@risenkatzen The feedback does violate policy. If you have not appealed, you can submit the following for your appeal:
Please remove this feedback because it complains about an item the buyer did not purchase. eBay policy states negatife feedback is removed when comments are intended for a different item.
The order details and listing title clearly show that the buyer purchased “The Guardians” unabridged audiobook on 10 CDs by John Grisham. That is the exact item I shipped.
The buyer’s feedback instead claims they ordered “The Firm.” They did not order “The Firm” from me. The purchased item is displayed directly below the feedback and confirms that “The Guardians” was ordered. Because the feedback concerns a different item rather than the item involved in this transaction, it is irrelevant to the transaction and violates eBay’s feedback policy.
If you write your own appeal, you must connect it to the actual policy that was violated using words from the policy as the best chance at having it removed. Those appeals are reviewed by AI, which has been fed the policy. It scans your appeal for key words that match the policy. That is then the "proof" it uses to remove the feedback. If you are not clear with what policy was violated, it will either be denied or go to a person for review. That person may or may not have any idea what the policy actually says.
I'm not clear on whether you've already appealed and it was denied. If so and you cannot take further action, you could reach out to eBay through the IG page.
If that does not work out, then I would move on. We're talking about a $8 item. Nobody except you will give one iota about that feedback. Nobody. It will not hurt your sales. I would not respond to it. Responding may make you feel good, but it will keep it on the first page because there is a response by you. Instead, keep selling and let it organically fall to the second page.
If a buyer won't purchase from you because (in their mind) you made one mistake and sent the wrong item, that's a buyer you probably do not want to buy from you anyway...so let it scare them away.
risenkatzen
OP3 weeks agoGood Morning, Thank you so much for your help in this. I am most upset with Ebay as I feel that they are not supporting their seller base. I know that Ebay is first a business to make money but I feel that it is first Ebay I should be upset with. I just by luck was able to contact Ebay. I can not explain now how I was able to do it. I agree with you that I have a valid issue with this Negative feedback but no one at ebay is willing to help. Also you are 100% correct about AI. When I sent my third submission to Ebay to have this issue looked at I received a denial 7 minutes latter that my request for a review was rejected. AI at its worst so perhaps there are no people at Ebay now, just machines. I would like to continue with this but I am lost in Ebay now as I have no idea where to go. I would like to use your excellent advice but not sure what to do next. Thanks for all your help. Dennis
christworks
·3 weeks ago@risenkatzen If you've already filed an appeal and it has been denied, which sounds like the case, then I would reach out to eBay on their Instagram page. Do not give them account information when you message them. Just send them a message that you need help with an account issue. They will respond with a link to verify your account. At that point you can explain to them the situation. Try to keep the story short and on point, so whoever reads it can quickly understand what is going on.
I personally would just move on and let the feedback remain. I know that's hard, but my own views on feedback have changed since eBay started leaving autofeedback. It's just not something I would spend a bunch of time worrying about unless the buyer really said some messed up stuff, something beyond just me sending a wrong item.
risenkatzen
OP3 weeks agoThanks again for the good advice. I do not have Instagram so I guess I am through. You are right about Ebay sending autofeedback. They did it on this sale, I did not have it set up and I am sure that's why this guy jumped on me, I could not touch him after Ebay said he was such a great buyer. Dennis
jonathanbrightlight
·3 weeks agoYou can set up an Instagram account with no real info and use it for nothing else.
powell-collectibles
·3 weeks agoI would advise against putting false information into Instagram. That’s a good way to get your account banned and any subsequent account that you create banned as well.
jonathanbrightlight
·3 weeks agoI don’t know what you are implying or why you bothered making that comment, but Instagram doesn’t require you to provide personal details beyond a few details that are not displayed publicly.
ten_o_nine
·3 weeks agoI think since you had both versions in your store, the buyer was watching the
The Firm unabridged audio book on CD's by John Grisham
And since it sold a month earlier, the BIN option disappears and is replaced buy "See similar" or "Seller other items"
Just a question, why did you ship the next day and not message back when they tried to correct the order?
christworks
·3 weeks ago · EditedNothing to see here folks. See my other post.
kennys-kollectibles
·3 weeks agoAnother slight possibility is that this person orders alot of CD books and simply
made a mistake on which seller sent them the wrong item.
inhawaii
·3 weeks agoThat feedback is not against ebay policy.
He says you sent him the wrong item.
When responding to that feedback remember that is will be read by future potential customers.
"My apologies. If I sent you the wrong item please return it for a full refund."
momtoabeautifuldaughter
·3 weeks ago · EditedThyey sent them what they ordered though
@inhawaii
inhawaii
·3 weeks agoThat's not going to matter in a "not as described" case.
If the buyer says it's wrong, it's wrong.
That's how eBay is going to see it.
shire123
·3 weeks agoHonestly, this is your only negative feedback in the last 12 months. It will have NO effect on your ebay selling. Just calmly reply to the feedback. Don't accuse the buyer of anything. Then forget about it.
fern*wood
·3 weeks agoObviously, we can see you sent what was ordered, but we cannot see any correspondence between you both, if there was any. It makes me wonder if they told you they wanted the Firm, so an opportunity to cancel for them existed before shipping. Not having a return policy might also have played into their decision for bad feedback.
Sometimes we have to work with a buyer's idea of "reality" rather than our own in order to smooth out issues.
kandf_vintage_finds
·3 weeks agoSorry this happened to you. In most cases like this the feedback will stick. Wait a year and it will fall off.
mamacassidy
·3 weeks ago · EditedActually, I disagree with the other poster.
The feedback says "I ordered The Firm and instead they sent me The Guardians". But you can clearly see the listing is for The Guardians. So they are admitting in the feedback that you sent them what the listing said.
If I were you, I would contact ebay via Instagram and tell them that this goes against ebay rules. The exact policy says:
The buyer requested a change to an order after they’d paid (and their feedback relates to this)
Edited to add: I'd also report this buyer.
adamcartwright
·3 weeks agoYou're absolutely right. The evidence is there in black and white. This should be an open and shut case of getting the FB removed.
Buyer should be reported. You don't get to lie and mess with someone's livelihood.
tobaccocardyahoo
·3 weeks agoWas this a promoted listing?
Assuming the buyer is not totally insane, this could be the result of your sponsored listing appearing on a listing for The Firm, and the buyer did not bother to read anything and ordered the wrong item.
Any buyer who reads a seller's FB is likely to note that you did not screw up.
If you cannot persuade the buyer to retract the FB or return the item, you could certainly point out the obvious in a FB response.
Often, bad FB is based on bad luck in who decided to buy your item.
mam98031
·3 weeks agoSadly Ebay is correct. The feedback they left did not break any of the feedback rules, therefore Ebay will not remove it. The buyer is not complaining about the shipping, they are complaining you sent them the wrong item.
The only way you can get this feedback removed is to work WITH your buyer. I know you say they won't talk with you. Remember you get more with sugar than vinegar. Don't point fingers. Apologize to the buyer and ask if they would like to return the item for a full refund. Maybe if they take you up on that, AFTER you have the item back and have refunded them, you can ask them to revise their feedback, but NOT until after the return and refund is complete.
How long you have been on Ebay has absolutely nothing to do with this issue.
momtoabeautifuldaughter
·3 weeks ago · Edited@mam98031
But they didn't send the wrong item. If you look the listing says The Guardians and they said the seller sent The Guardians.
I told the seller that I ordered "The Firm" on August 23, 2026, they sent the "The Guardians" the next day. That is not what I order the seller knew that, and still send me the wrong item. I would like my money back.
The Guardians unabridged audio book on 10 CD's by John Grisham (#158206489500)
grann-4629
·3 weeks agoThe Guardian is better than The Firm ... enjoy 😎