eBay will not remove feedback that is lies/out of my control

[captainholt]

Had a buyer who wanted to return an item, I accepted their return. They used their own label and sent it off. To this day (5 days after the delivery date) it says "awaiting delivery scan" aka lost in transit somewhere.

Because I didn't refund the buyer based on me never getting the item back, he left me negative feedback along with a lie that I "received the item and kept his money" which is pretty much impossible on eBay.

I requested the feedback be removed and eBay denied it within 5 minutes. It was not against policy. So buyers can just lie?

Any other options? He will not revise and I believe the eBay chat rep opened an appeal for me. 

[an-36344]

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@captainholt wrote:

To this day (5 days after the delivery date) it says "awaiting delivery scan" aka lost in transit somewhere. 

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You are focussing on the wrong thing. Beware when eBay or a chargeback considers the return Out for Delivery, to be the same as delivered, and force a $50,000 refund from you.

[captainholt]

Not when the buyer provides their own label. They are responsible for the item being lost, aka I don't have to refund them. That is eBays policy. 

[lakefor94]

How did you request the feedback removal? Was it by calling in or chat? 

If the buyer was asking for a refund before the item is delivered to you and you can prove that with the tracking and eBay messages, then the buyer was asking for something outside of eBay policy.  The item must be returned before a refund is issued. 

If you have not tried eBay for Business on Facebook or AskeBay on Twitter, both thru messaging, you can try that.

It is all in how you present the feedback removal request by tying in eBay policy violation against the feedback. 

Also wondering if the buyer used feedback extortion in eBay messages?   Another violation of policy.

[captainholt]

Request was through the official "request feedback removal" page. I am chatting with eBay on twitter now, thanks for that. 

[bonjourami]

This is for the thousand dollar item? Expect the buyer to go to his cc for a chargeback.