Feedback from a problem buyer

[kyndra06]

I am a long time Ebay seller (since 2006).  I currently have maintained a 100% Feedback score for years....until today.  Because this isn't something I've dealt with is there anything else I can do to get it removed?

What happened:

Buyer purchased a pair of Timberland shoes from me.  They received the shoes and sent me message stating that shoes were great just to small and claimed that shoes must have been washed and shrunk.  These are leather shoes so washing isn't an option, but whatever.  I do not accept returns but agreed because first and foremost customer satisfaction is my main priority.   Fast forward to today and I received notice on my phone that the return had arrived at my house.  I work during the day and work on my Ebay business evenings and weekends so I planned to check over the shoes and issue the refund tonight when I get home from work.  Was on break and noticed that the buyer already left me NEGATIVE feedback which is 100% false and I feel it was an attempt to extort a full refund from me.  They stated in the feedback that they paid $42.23 + shipping.  NOT TRUE  as they paid only $26.06 for the shoes + $12.95 shipping.  They also stated in the FB that I had mis-advertised the shoes.  Again.....NOT TRUE.  There is a photo of the size tag included in the listing which is the same as what the shoes were listed as.   Looking at the feedback they have left for other it appears that there have been issues.  I requested a FB revision and they told me would only do it if they were refunded in full.  So I caved and issued a full refund even though I was not obligated to refund original shipping since they had used a return reason of DO NOT FIT.   I saw in the past feedback they have left for others it shows in the past 6 months they issued another seller NEGATIVE fb for the identical thing.  In this case it was the exact same brand "Timberland" and the same size 9.5.  Obviously the buyer is confused as to their size for these shoes.  We all know sizing varies depending on brand and style. 

I requested the feedback revision from them and so far nothing. I also responded politely to the negative fb they left for me accurately explaining the situation.  My explanation can be easily verified as being accurate by viewing the listing as it shows the price, shipping and all the photos.  I also reported the buy to Ebay since it appears they have done this before for the same shoes to another seller.  

Is there anything I can do to get it removed.  Will Ebay remove it after they look into or do I need to call Ebay and request? 

[ckimodog]

@kyndra06 

Hi Kyndra

Sorry for your situation.  To me this sounds like a shake down to get something for free.  Don't do it.  You've been on Ebay a long time and other buyers have given you rave reviews for your over all customer service.   Don't let these types get the best of you. One negative isn't going to make an impact on your account one way or another.  Just reply to the feedback clear, concise and keep it professional. 

Other buyers know there are people out there that are using the feedback extorsion card to get something for nothing.  Don't let it ruin your day.  

Move on, keep on selling and remember all the buyers out there that are singing your praises!!

Happy selling. 

PS Don't forget to block that person as well. 

[seashellstyles]

Call ebay and request FB be removed.

[kyndra06]

Yea I plan on blocking them just wasn't sure I should do that yet since they have technically have 10 days to submit a revision.  Like I said I haven't experienced this before so want to make sure I do all I can to remedy any possible damage to my rating.  I will block them regardless even if they do submit a revision.  Guess it was bound to happen sometime with as much as I sell but I love my little Ebay store.  I was heartbroken to get the red mark.  

[mtgraves7984]

All we sellers empathize. The first one stings a bit. Hope you don't have to wear it for a whole year. Good luck.

[nobody*s_perfect · Accepted solution]

Ouch, an unfair feedback can really sting.  But your feedback percentage is still outstanding. It's unlikely that this buyer will respond to your feedback revision request.  Contacting eBay about it can't hurt, might help; be prepared to point out the obvious errors in her two main complaints: selling price and advertised size.

Your response was chatty but factual and professional. And any potential buyers who investigate the neg will see that the buyer was unreasonable from the outset -- even after the listing itself  is no longer accessible, they will be able to clearly see the actual selling price for the item, so your buyer has no credibility.

[innmytr_33]

"The buyer apparently doesn't know their shoe size"

XD LOL
Your positive and realistic approach to this is refreshing! 
Hoping the best for you! 

[fern*wood]

eBay stopped using feedback as part of our selling evaluations.  I know they can be ugly, but try not to run your business in fear of them or allow a buyer to use them against you for money.  As a TRS you have some protections & I believe it may be removed automatically.

[nobody*s_perfect]

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@kyndra06 wrote:

Yea I plan on blocking them just wasn't sure I should do that yet ....  

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Put them on your BBL immediately.  It will only block them from buying/bidding on your items; it will have no effect on their access to revise the feedback or to communicate with you.

 https://www.ebay.com/bmgt/BuyerBlock

[kyndra06]

UPDATE to the problem buyer.  I received a message from the buyer last night when I got home from work stating that they would respond to my feedback revision request and leave positive feedback since I refunded them in full.  But did they actually do it...NOPE!  This morning I reported them to Ebay and filled out the Feedback removal form to have Ebay just remove it.  Referenced the messages from seller threatening me that they would not change the FB unless I refunded in full and pointed out the 100% false claims they made in the FB that was left.   I considered this Feedback extortion in an attempt to get more money back.  Ebay agreed with me after reviewing the evidence.  Told me it could take 8 hours to review my case.  Ebay had it done in 20 minutes as it was pretty clear this was a violation.  Negative feedback is gone, buyer was reported and put on my blocked list.