How do I handle an abusive buyer?

[agun2355]

Hello. I sold an item through the ebay global shipping program that was delayed a week in Erlanger. It was processed and sent to the international destination a couple of days ago. Today I began receiving rude and abusive messages from the buyer who was upset that he hadn't received his item. The tracking, which I posted the day I shipped the item, shows it is currently in transit to the International destination (UK). I explained to the buyer how GSP works and that there are delays in processing orders but was met with more foul language and abuse. And to top it off the buyer just left neutral feedback complete with an insult.

I find that I am unable to reply to this feedback and the report buyer option does not seem to cover this issue.  Normally I would call CS for advice but that is currently not an option. Anyone know how to address this situation? Surely the buyers insults, foul language and unfair feedback must be against some ebay policy? Thanks in advance.

[aldente28]

I'll hazard a guess that buyers can't leave "neutral" or positive feedback that is actually negative, and feedback can't include insults. Click around a while and you should be able to find the "report feedback" option. Honestly I can never recreate how to find these things or I would give you a link. There are several ways to report feedback, if I recall. So those are the two fb issues: the insult and the neutral fb that is actually negative.

[penguins_dont_fly · Accepted solution]

Request to remove feedback:

https://www.ebay.com/sellerhelp/feedback

Report a buyer:

https://www.ebay.com/sellerhelp/rab

Since this is a GSP order and the delay was after it reached KY, the feedback should definitely be removable.

If you get  nowhere with the online request, call them.  Point out that this is a GSP order.

Go to this page, scroll to the bottom and use the "have us call you" option:

https://www.ebay.com/help/selling/shipping-items/setting-shipping-options/global-shipping-program?id...

[agun2355]

Thank you penguins!

[agun2355]

Feedback was removed, thanks again!