How do i get a negative feedback removed during covid?

[aeroblitzracing]

Hello I recently had a troubling customer who purchased a car side skirt extension and claim it was too short.

She filed a claim saying it doesnt fit and provided a  very poor picture. she wanted a shipping label and a full refund, oddly the case didn't require me to give any refunds on shipping but I told her that if she would just place the item on the floor and take a full picture of the item beside the car I'd be able to see if it's too short and gladly offer a full refund including shipping plus return shipping. It would be about a 200 usd lost for me but if a customer truly got a defective item I'd always help them out.

I urged her for 3 days to provide me pictures and messaged her 4 times explaining in detail why I needed to see a full picture. It was not a difficult request, just place the item on the floor and snap a pic beside the car she was tryna mount it on.

She never provided the picture and I had to decline the return. A few weeks later she has left a negative but stillchasnt provided the picture via messenger.

Normally id call ebay to transfer me to a rep that deals on appeals and they would take down a unfair feedback however now with covid happening and eBay closing their phone lines the best I can get a live chat and people giving me generic answers saying I have protection and to use the website to appeal it. Needless to say I've been unsuccessful in removing it.

Can I get some advice on what to do?

[Anonymous]

You can request feedback removal in Seller Help: https://www.ebay.com/sellerhelp?from=HELP_HUB

That feedback probably doesn't qualify for removal though. If you can find a policy the buyer violated leaving that feedback, then link to it in the appeal.

[aeroblitzracing]

The thing is ebay is that buyers can leave a negative feedback for any reason 

But usually if I call in and speak with a real rep they usually try to find a way to help me out and generally I've always been successful on the rare occasions that I needed a feedback removed

I just dont understand how a buyer can make a return claim and ask me to pay for shipping when they cannot show me the defect with a simple picture I requested

[luckythewinner]

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@aeroblitzracing wrote:

She never provided the picture and I had to decline the return. A few weeks later she has left a negative but stillchasnt provided the picture via messenger.

Buyers are not required to provide sellers with pictures, and failing to provide pictures is not grounds for removing feedback. 

The most recent negative on this account says that you declined their return, which you admit. 

What part of the feedback do you feel qualifies for removal, and under what part of the feedback policy does it qualify? 

[aeroblitzracing]

If the case does not require me to provide a shipping label or accept the return then im sure it falls under buyer error?

i wouldnt know. i just know i always been fair to buyers and when i buyer refuses to show a simple picture and leaves a neg afterwards its really unfair.

lets put it this way

i went to the point of almost begging the buyer after 4 very long messages in the return case to just send me the picture so i can accept the return. if the item is truly defective i would be able to see in the picture i requested.

i had to decline the return because the buyer never sent the picture and it was the deadline for the case.

[aeroblitzracing]

however if the buyer doesnt show any proof why should i as the seller pay for return shipping IF the case itself does not require me to pay for it?

I went above and beyond and offered to pay for the return shipping, the shipping cost the buyer paid and full refund of the item itself even tho the case only ask me to refund the item and buyer was respondsible for shiping it back.

why cant the buyer just send me the picture like i had ask. 

[aeroblitzracing]

Now if i go now and tell them id refund them and let them keep the item what if the buyer didn't make a mistake and just had buyers remorse which is why the picture of defect could not be produce.

then they would tell their friends to do the same to my store and it would cause havoc on me financially. 

[28g1008]

me too and no use just receive the negative feedback : (

[mam98031]

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@aeroblitzracing wrote:

If the case does not require me to provide a shipping label or accept the return then im sure it falls under buyer error?

i wouldnt know. i just know i always been fair to buyers and when i buyer refuses to show a simple picture and leaves a neg afterwards its really unfair.

lets put it this way

i went to the point of almost begging the buyer after 4 very long messages in the return case to just send me the picture so i can accept the return. if the item is truly defective i would be able to see in the picture i requested.

i had to decline the return because the buyer never sent the picture and it was the deadline for the case.

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The ONLY type of return request that you can deny is if the buyer filed a Buyer Remorse Return.  So you are saying the return request they filed was for a buyer remorse reason???

If it was an INAD, while you can refuse to take the return, all the buyer has to do is ask Ebay to step in and you will either be forced to take the return or Ebay will force you to refund without taking a return.

While to you, and many of us really, asking for pics is a reasonable thing to do and expect.  However this is Ebay's site and they do not and will not step in and try to force the buyer to do so.  

[aeroblitzracing]

but where does it say that buyers are not require to provide any proof of defect?

the case didnt even require me to provide a shipping label but the buyer requested that i do but then refuse to send picture as proof.

[aeroblitzracing]

i do not know what kind of return it was

all i know is that ebay did not require me to provide shipping label and i had the option of declining the return which i ultimately was force to do because the buyer could not produce the photo that i requested.

[*madison]

but where does it say that buyers are not require to provide any proof of defect?

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Buyers only need to tell the truth, or lie.

Truth or lies, ebay will usually decide in the buyers favour if a claim is filed.

I've always provided a photo for the seller though, I don't expect the seller to believe a complete stranger on the internet.  

[uniwarehousewares]

you should wait few days to see if helpline start again, chat is also fine, but do not send appeal for feedback removal through automated system. there are highly chances they will not remove it, i have tried twice , it will not help. better way is to chat and explain them situation or try to connect by call if possible. 

[southern*sweet*tea]

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@aeroblitzracing wrote:

She filed a claim saying it doesnt fit

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Buyer filed a buyer's remorse return, so the seller is not required to supply a return label.

[virginiapartsandparcels]

"but where does it say that buyers are not require to provide any proof of defect?"

Proof is not required.  You were lucky that they selected "does not fit" as the return reason, they would have paid the return shipping, and it does not negatively affect your account.   Maybe the fitment is correct but they discovered that they can not pay for the install, or do not have the skill to install themselves.  Buyers can return for any reason.

You mentioned that you would pay for return shipping.  If you are able to work out  the return with the buyer now,  you can request the buyer submit a feedback revision. 

I wish you success.