Negative Feedback.

[bill.purvis2012]

I do Free Shipping and Free Returns. Buyer sent me several messages in Ebay about a pair of earrings they claim were broken. They said a lot of stuff about reporting me to Ebay for selling broken junk etc.  They were very ugly.

They sent a picture of the earrings where ONE had been taken apart. Not damaged in shipping per them, but broken merchandise. Demanding their money or they were reporting, etc.  These earrings were not damaged in shipping. They were wrapped and in a box inside a padded envelope. But, no matter. I accept free returns without question. So, I told the buyer to do a return. I was all business. Did not say anything to her other than ask her to return. She said she shouldn't have to. She left Negative Feedback : "I received both broken earrings, took a photo and sent it to the seller and still came across as a liar. "   

Due to her demands in messages, I reported her to Ebay.

I also reached out to Ebay for removal of the Negative Feedback. Here's their response:

Thank you so much. I was able to pull up this feedback along with the transaction. I see the buyer filed a return request, and you do offer free returns, so once the item is sent back, and you issue a refund, the feedback will automatically be removed by our system. However, we are unable to remove this feedback manually because it is considered the buyers experience and how they viewed the communication was between you and them. I would suggest responding to the feedback to let buyers know your side of the transaction, so that way you can reassure your future and reoccurring buyers. ~Rachael

I doubt she will return item. Should I respond to feedback as suggested? Do you think they will delete it if she returns and is refunded?  Not too long ago Ebay would remove this type of feedback if free returns were offered by the seller. 

Enter

eBay

[mam98031]

Awe patience.  Since they opened an INAD and you have issued the return label, if the buyer doesn't return the item in a couple of weeks or so, the INAD will close in your favor.  When that happens, that feedback should be removeable then because the buyer did not comply to the return.

[richard1rst]

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@bill.purvis2012 wrote:

I do Free Shipping and Free Returns. Buyer sent me several messages in Ebay about a pair of earrings they claim were broken. They said a lot of stuff about reporting me to Ebay for selling broken junk etc.  They were very ugly.

They sent a picture of the earrings where ONE had been taken apart. Not damaged in shipping per them, but broken merchandise. Demanding their money or they were reporting, etc.  These earrings were not damaged in shipping. They were wrapped and in a box inside a padded envelope. But, no matter. I accept free returns without question. So, I told the buyer to do a return. I was all business. Did not say anything to her other than ask her to return. She said she shouldn't have to. She left Negative Feedback : "I received both broken earrings, took a photo and sent it to the seller and still came across as a liar. "   

Due to her demands in messages, I reported her to Ebay.

I also reached out to Ebay for removal of the Negative Feedback. Here's their response:

Thank you so much. I was able to pull up this feedback along with the transaction. I see the buyer filed a return request, and you do offer free returns, so once the item is sent back, and you issue a refund, the feedback will automatically be removed by our system. However, we are unable to remove this feedback manually because it is considered the buyers experience and how they viewed the communication was between you and them. I would suggest responding to the feedback to let buyers know your side of the transaction, so that way you can reassure your future and reoccurring buyers. ~Rachael

I doubt she will return item. Should I respond to feedback as suggested? Do you think they will delete it if she returns and is refunded?  Not too long ago Ebay would remove this type of feedback if free returns were offered by the seller. 

At this point I would say no. Wait a minute, let me correct that

NO !!!

Believe or not if you respond to their feedback they can respond to your response.  Don't poke the bear.