As a seller, what can I do when a buyer lied in a negative review and I have proof

[marketbsb]

I'm newer to selling on eBay and I accidentally printed the same label twice (my process has already been updated to correct this going forward) so one buyer received their order plus a second one and the other buyer didn't receive anything. The buyer that didn't receive their order was rightfully upset but I didn't originally know that I shipped their order to the wrong customer. All I knew was that I dropped the package off through the shoot at the post office so I assumed they lost the order and I explained that to the customer. Fortunately, the buyer that received two orders reached out to me and let me know about it and said they would ship it back. I purchased a label and provided it to them, but they went radio silent for a week and the tracking never updated. At this point, I assumed I wasn't going to get the package back and I issued a full refund to the buyer that didn't receive their item. They were not happy and threatened to report me to eBay and accused me of selling the item on a different platform for more even after I explained the situation and provided proof. This is the review they left:

"Paid for the item and the next day the seller said the post office lost the item and gave a refund. I suspect the seller sold it for more outside of eBay since the post office must scan all items on arrival. Bidders beware!"

I understand that they're upset and I take full responsibility for the events that transpired and accept the negative review. However, the issue that I have is that the buyer outright lied, left key information out of their review, and spread a negative narrative based on their false assumptions. My first communication with the buyer was a week later when they reached out asking for an update on the shipping and I didn't issue a refund until the end of that week when I didn't think I would receive this item back.

All of the transactions and conversations with both buyers are documented on eBay proving the buyer is lying in their review. I know that you can request eBay to remove feedback, but what would be the appropriate reason? Also, is there anything else that I can do in this situation?

None of these seem to accurately describe what happened:

Profane or inappropriate remarks

Personal information included

Doesn't follow eBay policies (examples:legal concern, manipulation, extortion, etc.)

Related to a case that was resolved in my favor

Other reason outside my control (examples: weather disruption, technical issues, buyer error, etc.)

[dwise3671]

I doubt you can get it removed. I’m pretty sure in this situation eBay will see the negative feedback as warranted, given the situation. Regardless of what the customer wrote. Which is obviously just speculation on their part.

[fern*wood]

I'm curious---did this feedback occur after your post from a couple days ago about this situation?  I'm guessing you didn't offer the radio to them after getting it returned?   I'm still amazed the buyer that got it by mistake returned it. 

https://community.ebay.com/t5/Selling/Lost-package-reappeared-weeks-later/td-p/34089608

[ckimodog]

@marketbsb 

Buyers are allowed to post their experiences, bad or good.  Evidently their experience wasn't what they expected from you, the seller.  Try to do better next time. I doubt it will be removed.  

[marketbsb]

Yeah, they left the review before I had the item back in my possession

[marketbsb]

The negative feedback is warranted and I take full responsibility for that. I just don't agree with the speculation and the flat-out lies. If they accurately depicted the situation then I would have no issue with it

[marketbsb]

I fully understand the negative feedback and I take full responsibility for that. I just feel like there has to be an action that sellers can take when buyers flat-out lie to further express their disappointment

[albertabrightalberta]

@marketbsb 

Even though you made an honest mistake, it was your error and the buyer is within their rights to be disappointed and to post their negative experience. 

If you received the item back from the other buyer, perhaps sending it to the correct buyer might enlighten them to your honesty and integrity. (I'd send it and let them have it free.) 

Then you can try sending a feedback revision request for handling the issue. 

ETA: As for your frustration with the allegation the buyer made (about selling for more money), you need to understand that it's such a common excuse that sellers use that it's not surprising that the buyer assumed that's what happened.

[marketbsb]

Thank you for your input!

[monster-deals]

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@marketbsb wrote:

All of the transactions and conversations with both buyers are documented on eBay proving the buyer is lying in their review. I know that you can request eBay to remove feedback, but what would be the appropriate reason? Also, is there anything else that I can do in this situation?

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Getting feedback removed pretty much goes like ths:

ALL feedback is removable and NO feedback is removable.

[fern*wood]

I've gotten bad feedback before that I deserved.  I followed up that I indeed had messed up. I agree it would bug me if it wasn't accurate though.

So in your case I might do the follow up admitting you messed up & the post office didn't lose the item after all,  but you just found out you sent to the wrong buyer unknowingly.  In my mind, that would negate most of the bad vibes the buyer left and look better for future buyers. 

[marketbsb]

Thank you for your input! It's just frustrating when you're a new seller and it was an honest mistake. Especially when the situation was fully explained to the buyer and they chose to not believe you and lie in their feedback

[fern*wood]

Yeah, I get that.  It would annoy me too.  You can post a follow-up to their feedback with what happened which will appear right below what they said. 

[albertabrightalberta]

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@marketbsb wrote:

Thank you for your input! It's just frustrating when you're a new seller and it was an honest mistake. Especially when the situation was fully explained to the buyer and they chose to not believe you and lie in their feedback

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Anyone who sells long enough will make some kind of mistake, whether it's accidentally selling something they no longer have, putting the wrong shipping label on the wrong item, putting the same duplicate label on 2 different items for 2 different buyers, finding damage that they missed when they were photographing the listing, etc.

Mistakes happen because we're human. My own mistakes have been because of carelessness or being in a hurry. But once I make a mistake that costs me, I double and triple check to be sure it doesn't happen again.

[ajs_coins_and_alchemy]

Hey, every seller makes a mistake at some point.

In my experience, every mistake I've made so far (knock on wood) has resulted in positive feedback from each and every buyer involved, mostly due to how I handled it. Often they (gently) mentioned the mistake but boasted about how well I handled it professionally and with great service. Most buyers understand.

My negatives/neutrals generally have been buyer fault or maybe a wash if you stretch it (still I blame buyer on that one).

So moral of the story, in my eyes, you can do everything right and get a bad feedback, you can make mistakes and get stellar feedback. There is no rhyme or reason to it!