Negative Feedback Removal | Selling

scoupsavingstn · 2024-03-20T19:41:18.838000Z

I am frustrated and don't know where to turn, and want to see if anyone else has experienced the same treatment on this issue. I sold a new "smart" bike helmet, buyer stated that it was too small. We accept returns on our listings, and received the helmet back damaged, with pieces off of the helmet, rendering it unsaleable. We reached out to Ebay customer service, and they offered to withhold 50% of the purchase price due to the damaged state. We agreed to that amount.We then received a negative feedback from the buyer, stating 3 times that we were "crooks." We have maintained a 100% feedback rating with over 4000 reviews, and asked that this feedback be removed. We went through the appeal process, and every time Ebay responded that it didn't meet the criteria for feedback removal. Can anyone explain how disparaging our business is not considered against Ebay policy? As mentioned previously, we are extremely frustrated that we apparently didn't do anything wrong, and are still penalized with negative feedback AND are left with an unsaleable product. My guess is the buyer was compensated by Ebay for the 50% reduction in their purchase price. Would appreciate any insights- thanks.

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