Buyers who don’t understand what to do, ebay won’t step in

[shoesthatgirl80]

I sold a pair of shoes to a new eBay buyer with a feedback rating of 2.

I have been a top rated seller of 23 years so was hoping this would have been easier to resolve.

The buyer claimed that the shoes I sold her simultaneously went faulty on the first wear. She sent one photo only. These are rare shoes and were not in that condition when sent so I asked her to open a return and include more photos (so I could also check if they were indeed the shoes I sent and to eliminate a switcheroo). 

She replied she would send more photos and asked if I had another pair I could send. It was soon after I saw she had tried to ask a question via FEEDBACK and selected negative to ask me about a replacement. I responded to say I was already working with her on the refund and feedback was not to ask questions nor was it fair as I was actively working with her to refund her. THEN she opened a return because I pointed out she has not even opened it or sent the photos. 

Anyway, she has since been messaging me directly to remove her negative feedback and can’t find the feedback revision I sent her. I contacted ebay to get it removed and it was auto declined. I am still appealing this even having refunded her and STILL trying to explain to her I cannot remove it and ebay need to do it with the feedback revision or by her calling them. 

She appears to have learning difficulties based on the interactions so I know she won’t figure it out and I can’t get ebay to understand this and remove it.

[ittybitnot · Accepted solution]

THEN she opened a return because I pointed out she has not even opened it or sent the photos.

@shoesthatgirl80 

One thing at a time here.  First, the return.  This is an automated process.  If the buyer chose a reason that indicates the item was "not as described" you need to "accept the return, and provide a return shipping label".   Has this happened yet?  Does tracking indicate the shoes are on the way back?  

I would respectfully suggest, that you do not engage in anymore back and forth drama with this buyer. And DO refrain from escalating this case (asking eBay to step in and help) in any way.  

The feedback is a different issue altogether.  You should NOT make business decisions based on feedback.  Living in fear of the dreaded 'red donut' makes you vulnerable to all sorts of unsavory "fun and games" around here. Feedback does not count anymore for your seller rating,   I would explore the reasons/circumstances for which it can be removed and what the policy is regarding what qualifies.