Negative Feedback

[micahtuyls]

I have been selling on Ebay since 2003 and have almost 2000 feedbacks. Today, I received my 1st Negative rating (from someone with a 3-feedback rating) and very upset the way eBay has handled. Customer said I sent him the wrong model air filter and opened a return. I accepted the return and was waiting until he mailed it back to refund, knowing that it was the correct filter because that was the only one I had, but did not want an upset customer. Two days later he left negative feedback. I think he was expecting me to say keep the filter and not to return it so he could continue to use it. Ebay said anyone can leave a negative feedback unless they break a specific eBay rule. I don't think this is fair. I have read in the Community where customers purchase small items just to say "not received" or "wrong item sent" hoping the vendor will not want the item back. If its a usable item like my air filter and they can't return it they leave negative feedback. Most sellers do not want an item back that cost more to mail than its worth.  I have been involved with scams before where they customer can't return the item because they do not have a box, tape, printer or even get to the door to meet the postman. I have been successful in dealing with those scams but, this one I feel scammed and Ebay will not help. He still has a return case open and I am waiting to get 2 dirty air filters back asking for a refund and eBay granting it. LOL  I know 1 Negative Feedback will not affect me much with 2000 positive ratings, but I guess it's more the principal that eBay does not have anything in place to protect the seller from this. I tried to do everything right but when a customer uses the feedback system fraudulently I have no recourse other than to respond to his comment and hope someone reads it. I would enjoy your feedback on this topic.

[wooden_flower · Accepted solution]

Congrats on so many years without a neg - it is quite an achievement.  CS is correct that the neg doesn't violate any policy, and unless they offer to remove it in exchange for letting them keep the filters, it probably will not be removed.

If the buyer does return used filters, ask the eBay for business group through facebook for help.  Your 20 years of selling is valued, and they will try to help.  https://www.facebook.com/eBayForBusiness

Leave a nice professional reply to the neg - keep it simple and factual, like 'We believe we shipped the correct filters, but mistakes do happen. We are waiting for the buyer to return what he received, and will cheerfully issue a full refund'.