Negative feedback for tracked item lost by Royal Mail

[orderontime]

Hoping I could get some advice?

I sold an item and dispatched it the same day by Royal Mail first class signed for. The buyer opened an item not received case and I uploaded tracking information. 

The tracking didn’t update and no delivery of the item was attempted and so I refunded the buyer in full with the intention of claiming for non-delivery from Royal Mail. I refunded before the buyer had to escalate this with eBay.

I have now been left a negative feedback by the buyer which I feel is very unfair. I’ve messaged them to ask for a revision with no reply.

I appreciate that I chose the courier but apart from that I feel that I am not to blame for this and could not really have don’t anything further to resolve this for the buyer.

Could anyone advise if I have a chance to getting this removed and if so the best way to approach it with eBay?

I will add that the buyer appear to have left similar feedbacks for items that have not been received which I think is suspicious.

Many thanks 

[inhawaii]

I agree with you that the feedback is unfair to you. You did everything right.

I don't think ebay will remove that feedback because it's how the buyer "feels" about the transaction.

If it shows the buyer has a pattern of this behavior, they may consider it.

I would respond to that feedback with a very calm and factual response.

Remember that potential buyers will be reading your response.

Maybe something like...

"Royal Mail Tracking showed no movement so buyer was refunded in full.  I'm sorry this happened." 

[ms.rodriguez*]

You are on the USA boards.  That negative is removable since the buyer mentioned Ebay refunded.  Call ebay like I told you in my message to you or contact ebay on Facebook.  Make sure that you block that bidder.