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?

[mam98031]

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@aeroblitzracing wrote:

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.

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Then you got really luck as your buyer filed a Buyer Remorse return request.  As I said before that is the ONLY type of claim a seller with a No Return policy can deny.  That will NOT happen any other time.  If they had filed an INAD, you would not have been able to deny it.  No seller can, no matter what their return policy is.  

You should however pay attention to the types of returns you are processing so you know and understand what is required of you as a seller.

[aeroblitzracing · Accepted solution]

Great news, i requested a call from ebay and landed a very helpful rep that walked me thru the feedback policy as well as look at what i did during the return process. he said i went did everything right by asking for a picture and that the buyer was in error.

he removed the negative feedback

[aeroblitzracing]

i think all in all i had to try about 7 times, via emails, live chat, and 1 phone call