eBay

kwik_shop · ‎05-13-2025

A buyer requested a refund through private messaging for an item for a mistake on the description! I stated that I would refund the money in full once I received the item back. At the beginning of May, I sent the return shipping label. The item has not been shipped back and now I see a negative feedback that it’s completely false, stating that I refused to give a refund for a fake item! The item is not fake, just a description error nor I never refused to give a refund!

how should I handle this? Can I have the negative feedback removed?

mam98031 · ‎05-14-2025

I'm sorry this happened to you.

First go to the buyer's feedback page. Look at their feedback left for others. Do you see them doing something similar to other sellers. If so that strengthens your case that the buyer is abusing the feedback system.

Clearly what this buyer wanted was a full refund and the ability to keep the item. You did all the right things.

You need to contact Ebay and request the feedback to be removed. Make sure you tell them to look at the messaging exchanged between you and the buyer in Ebay too. Also if you see anything on the feedback left for others, tell them about that too.

Please come back and let us know how things went for you.

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On each Ebay page there is a link to contact Customer Service at the top of the page and again at the bottom of the page.

I would suggest that you contact Ebay for Business on Facebook, Instagram or Twitter for the better trained CSRs.

Here are your options for contacting Ebay Customer Service. Please be aware that for social media CS, you send them a Private Message and briefly explain what your problem or issue is. Feel free to leave your Name, address, phone number and/or your email address in this message. It is private and secure and it may help to speed up the response for you.

https://twitter.com/askebay

https://www.facebook.com/ebay

https://www.instagram.com/ebayforsellers/

Your options will be on the left. If you use the link below you can only get to the Automated Assistant or Chat box type AGENT in the box and hit enter. You will then get more options. Not all options are available 24/7. It will depend on staffing available. So sometimes you can request a call back and sometimes you can't. Sometimes you have the Chat option available and other times it won't me. If it is important to you to use one of those options, just try back later.

If you use a cell phone or other mobile device, you may need to turn off your Spam filter so that Ebay can call you.

If you are a seller outside of the US or Canada, you will need to use the Chat Option.

https://www.ebay.com/help/eua?id=5275&mkevt=1&mkpid

https://www.ebay.com/help/home