False Negative Feedback

[osaka_sell_pro]

Hello eBay Community,

I’m hoping for some advice on how to handle a frustrating situation with a buyer who left negative feedback under false pretences. Here are the details:

1. Tracking and Communication: Once I shipped the package, I sent a message to the buyer with the tracking information. The tracking clearly shows the item was delivered. Despite this, the buyer left the following feedback: "I never received this item. Do not purchase from this company as I was unable to reach them for a refund or any customer service needs."

2. My Response: After seeing the feedback, I immediately reached out to the buyer, saying, "Dear Sir, I am sorry about your case. The tracking info shows the item has been delivered. If not, I can give you a refund." I have all the tracking proof and records of my communication with the buyer.

3. Feedback Revision Agreement: I negotiated with the buyer to remove the negative feedback and offered a full refund. The buyer agreed to this, but even after providing the refund, they have still not removed the feedback.

Given these circumstances, I believe the buyer is acting dishonestly. I feel it's unfair to allow this feedback to remain. Has anyone experienced something similar, and what steps did you take to get eBay to remove the feedback?
Any advice on how to approach eBay Support in this case?

Thanks in advance for any suggestions!

[titipeo]

If you provided delivery proof, that's all that was needed. You cannot be held liable for porch pirate. Feedback negotiation is not allowed on eBay. Block buyer, as it appears to me, he scammed you and you feel for it. Never refund unless buyer raises a case on eBay. 

[fern*wood · Accepted solution]

They can't revise unless you send them an official feedback revision request.   I'd be careful about negotiating on feedback.  You can fix a problem and then ask if they would revise, but you can't make demands or bribe them in order to do so.

[titipeo]

To add to above comment, buyers are responsible to provide a safe delivery area. If porch pirate is common in the area, he should get a PO Box to minimize loss. As for his loss, he might be able to take it with his insurance, renters/owners if provided. 

[ckimodog]

@osaka_sell_pro 

Unfortunately, there is no proof that the buyer is acting dishonestly.  You're in Sri Lanka and they are elsewhere.  Since you are drop shipping, possibly from another selling site (your photos display drop shipping) you cannot prove that the item was even delivered to that person.  You don't have those items in your possession.  They had a bad buyer experience.  One too many of those and you will find yourself restricted/suspended from further selling on eBay.  Was that tracking number even valid? For the few times I have ever purchased anything from Sri Lanka, all the tracking numbers were fake.  China too.  Sorry for your experience.  To me the feedback is warranted.  Bottom line, don't drop ship.