Buyer left negative feedback , Opened a return and never returned item then closed it.

[turtlecreambeans]

I sold a cheap razor without a charger, buyer received item saying it was dead, I told him just need to charge it.  They wanted the money back, I told them to return it and I will fully refund them. The buyer opened a return, about 3-4 weeks go by then the buyer just closes the case a week before it was going to get auto closed and feedback removed.   Now I am stuck with the bad feedback for no reason after buyer got a charger and decided to keep the item. I tried requested a revision , denied as it does not violate policy.  I dont disagree that it violates feedback policy but it should not be a valid feedback since buyer did not go through with returning the item. Never got any responses from the buyer.  Now I am stuck with a bad feedback after 8 years of selling....this just isn't right.  

[conservitvs]

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@turtlecreambeans wrote:

I sold a cheap razor without a charger, buyer received item saying it was dead, I told him just need to charge it.  They wanted the money back, I told them to return it and I will fully refund them. The buyer opened a return, about 3-4 weeks go by then the buyer just closes the case a week before it was going to get auto closed and feedback removed.   Now I am stuck with the bad feedback for no reason after buyer got a charger and decided to keep the item. I tried requested a revision , denied as it does not violate policy.  I dont disagree that it violates feedback policy but it should not be a valid feedback since buyer did not go through with returning the item. Never got any responses from the buyer.  Now I am stuck with a bad feedback after 8 years of selling....this just isn't right.  

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Show new prospective buyers who you are by turning the buyer’s negative into a positive impression by responding calmly, factually… and professionally. 

[12345jamesstamps]

Put a cool feedback as a response to the negative.

Something like "Buyer decided to keep the fantastic item that was a bargain ...probably bought a charger for it". "Didn't want a refund." Or something else to use as a feedback response. Be nice and polite when responding to it.

The feedback already got buried with positive feedbacks...and one has to actually click on it to see it.

[inhawaii]

Suggested reply:

"It just needs to be charged. If it's not charging please contact me for a return and full refund."

[mam98031]

 I tried requested a revision , denied as it does not violate policy

I don't think that is what you meant to say.  Requesting a fb "revision" and requesting fb removal are two distinct and different functions.

Requesting a FB removal link:

https://www.ebay.com/sellerhelp

Requesting a FB revision by the buyer link:

https://www.ebay.com/help/selling/leaving-feedback-buyers/replying-feedback-received-item-sold?id=41...

You are correct, the FB they left doesn't violate an Ebay policy, it certainly violates my own personal policy as I'm sure it does for many sellers.  However you have two options left to you.  Leave a comment on the feedback you received and I think @12345jamesstamps gave you some great options for that.  Just remember, polite, professional and no finger pointing.

The other is if you can get the buyer to communicate with you and get them to agree to revising the FB, let them know that you will have Ebay send them an email that will contain a link so they can easily revise the FB they left.  NEVER send a Revision request without the buyer agreeing to do it.  One, they would not likely know it would come in the form of an Ebay email, second it has a 10 day self life, third you can't issue another fb revision form as it isn't allowed on the the same transaction and lastly because you only get a limited number of these every year.

With a proper response to their FB, you will be just fine.  Don't make matters worse by getting upset with the buyer in your response as that says more about the seller than it does the buyer and then it will likely hurt you with potential buyers.

Good luck !!!!

[turtlecreambeans]

Thanks for the input, Replying to the feedback was my last resort, of course in a respectful way.  I am just upset because its not valid in my eyes, and after years of keeping 100% through ups and downs I was always able to work things out. To now have this stick and take me off 100% is just a big damper in my outlook on feedback and how things used to be.  I could understand and accept if I actually did something wrong on my end , but to have not done anything wrong and deliver good product to have this happen to you with no support from the people you work for, no looking at your history, no looking at the details, just a flat "get out of town jack, oh well" is just upsetting.  Back in the day a real person would talk to you like a human on the phone and 100% of the time they would see the issue and fix it, as good sellers make a good ebay.  Now things have shifted as far as ebay support sellers the way they used too.  now they just throw a policy page link in your face and tell you to go read it, even if it has nothing to do with the issue. Im sure I am not the only one who has noticed the decline of support from ebay as a seller.  My metrics should show plenty of proof of my reliability and provability of the situation regarding the feedback and if it should remain on my account.  Please excuse the rant,  I just try to remember ebay doesn't care about me and just keep on, keeping on, this is just how it is now. Only so much in my control , this I understand, I accept. I wish they had a panel of people like a forum and people vote on what is to happen. At least that system would be more just then what we have now.   I stay positive though, no worries.  Do have a great day everyone. Cheers!

[paigefour]

I've just had a very similar experience. I sold a scarf, vintage with its tags intact that I'd had in a drawer for 16 years. It was in a bag, in perfect condition, buyer said it's not like any in the shops and it's a fake.

I said if you're not happy, return it, and I actually apologised that he wasn't happy. I paid for return label, he said he had no time to return it,  and I'd have to send a courier? He then left me very rude feedback, calling me a scammer among other things, and he kept the lovely scarf! What a guy? I can only hope karma catches up with him. Ebay were apologetic, I'd never had a negative feedback before, and I'm just not the type pf person to scam anyone. However I still have that red mark, and he gets away with it? 

[chapeau-noir]

The first neg is like the first ding on a new car - time to get it over with. Your percentage will bounce back up in not too long as I see the neg is already old. It's better just to do the right thing than worry about feedback which is arbitrary and subjective, anyway, and you did fine.

[mam98031]

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@paigefour wrote:

I've just had a very similar experience. I sold a scarf, vintage with its tags intact that I'd had in a drawer for 16 years. It was in a bag, in perfect condition, buyer said it's not like any in the shops and it's a fake.

I said if you're not happy, return it, and I actually apologised that he wasn't happy. I paid for return label, he said he had no time to return it,  and I'd have to send a courier? He then left me very rude feedback, calling me a scammer among other things, and he kept the lovely scarf! What a guy? I can only hope karma catches up with him. Ebay were apologetic, I'd never had a negative feedback before, and I'm just not the type pf person to scam anyone. However I still have that red mark, and he gets away with it? 

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Fortunately you would not have been charged for that return label unless the buyer were to use it, so you aren't out that money.

I see that the comment the buyer left on your feedback was removed but the negative mark remains.  Did the buyer change their feedback or is this something that Ebay did?  If it was the buyer that removed their comment, you should contact Ebay and get the negative removed.

I'm sorry this happened to you.  From what you shared this buyer was likely just looking for some money back and to keep the scarf.  The negative won't affect your account and buyers are highly likely just to ignore it.

[kh_nipun]

Hi everyone,

Due to the age of this thread, it has been closed to further replies. Please feel free to start a new thread if you wish to continue to discuss this topic.

Thank you for understanding.