Frustrated, can't get any help from eBay...

[dynamicstory]

Hello, super frustrated and seemingly nowhere to turn for help.  I sell a small amount of items in the grand scheme of things, mostly 1/64th cars and HO Scale trains, houses, and track.   My feedback overall has been 100% great, and I take great care in photographing each item, at least 10 photos, in a lighted box.  I'm trying to do this right.  My descriptions are as best as I can make them, and honest.

I recently had a buyer come at me in messages, and from the initial message, very rude, keyboard warrior style CAPS and !!!!! marks, about me not disclosing damage.  Keep in mind, this is on a $4.50 item, we are not talking a big ticket item.  He was upset about a small part being broken, and I didn't let him know, and that I'm dishonest.  The item in question (a chimney) is not present in the photos to begin with.  

Here's where it gets weird, even though I believe I am not wrong, I don't want to argue with the guy, and I process it for a refund for "other" reasons via ebay.  That refund does not show up in my feed, is it possible for a buyer to deny a refund thats being sent?  

Buyer goes on to leave me nasty negative feedback, which is simply not true, even contradictory stating it was damaged in shipping, when the "damage" of the missing chimney.  I asked ebay to review it, and it says it ineligible for removal, and the link they give for an explanation goes to a "we can't find that page" webpage.  Trying to chat with someone is not possible, as the assistant keeps directing me to email, which I have also done.

Worst part is, automated seller feedback gave him positive feedback, which I would not recommend this buyer at all, based on our interactions...

All this over $4.50, I feel like I'm getting no support from ebay at all.

Here is the item link, for context - https://www.ebay.com/itm/296650931853

Here is the buyers left feedback for other, for more context - https://www.ebay.com/fdbk/feedback_profile/dalejr71?user_context=BUYER

Any Advice?

[brightlightbookseller]

My advise? Let it go. If eBay said it won't be removed, your only possible way of getting it removed (since there's no way that customer will edit it themselves) would be through CS, and that's an unlikely scenario.  It won't hurt you, I promise.  If you must, reply professionally to the feedback stating that the buyer received a refund, but do not go into detail.  I wouldn't hesitate to buy from someone with a 99.2% feedback average, though.

[dirk12955]

Honestly,    To me that feedback reads like it's from a competitor.    

I really don't think you have any hope in getting it removed.   I also think that as a buyer,   I'd not be too concerned with what your buyer posted.

I'd respond,  "I'm sorry for the problem with your item.  There's no need for you to return it.  A 100% refund has been posted to you."

That reply to him is aimed at other buyers.   Not the guy that left you the neg.   

Make sure you put him on your blocked bidder list and keep a record 

of his address in case tries to buy with another account.  

[inhawaii]

You handled this wrong.

When a customer is unhappy with a item, simply offer a return for a full refund.

When you get the item back, you refund the buyer.

You should have done that in this case ... not argue with them.

As far as the feedback, you can ask ebay to remove it but I don't think they will. 

I don't think it violates the rules. 

[fbusoni]

I would contact facebook/ebay and chat with a real person who may be able to help you.  They are fast and very responsive.

(Buyer sounds unstable.)

(MEMO TO SELF: never sell 1/64th cars and HO Scale trains, houses, and track)

[dbfolks166mt]

      There are all types of people in this world and as a seller at some point you invariably run into one either as a buyer or a seller. While difficult always take the high road. The first thing to do would be to respond to the seller in a civil manner something like

     I am sorry you are not happy with your purchase please return the item for a full refund.

     The second thing to do is add this person to your BBL. With regards to the refund did the buyer open any type of claim through eBay or did you just try to refund independently? There was another post today about a seller having trouble with a refund but there were a few details missing from that posting so not sure what the root cause may be.