Negative feedback

[catprofit]

I have been given negative feedback by a seller who didn't wait for me to resolve the issue. They gave me negative feedback mid conversation and opened up a case against me. eBay resolved the case in my favour but also issued the buyer a refund at no cost to me. I requested the feedback to be changed but the buyer has refused and eBay will not remove it either.

I feel this is really unfair and my 100% feedback has been brought down by 5% with I negative comment. The buyer didn't read the description properly and blamed me for an incorrect item.

Any ideas 

[robbie31415]

You appear to be from the UK?

I'd try https://community.ebay.co.uk

Some policies differ per region.

[reallynicestamps]

You are on the dotCOM Boards rather than the UK Boards, so there might be some different rules.

That being said, you are allowed to leave a Response to any Feedback.

It's usually a Very Bad Idea.

If you feel you must react remember that the only reader will be your future customer.

Keep it short. Keep it factual. Keep it professional. Keep it short.

Fortunately your customer was incapable of writing a full sentence and explaining the actual problem which makes them look foolish.

You can't mention eBay actions in a FB  or a Response.

In future if your customer wants a refund on a transaction don't get into a conversation. You don't have a discussion when you return something to Marks and Sparks. Same here.

When no Claim has been opened, I would Message the customer "I regret you are unhappy with your purchase. Please return it for refund."

If they go to a Claim, you will be paying for return shipping as well as refunding on arrival.

That's the rules.

If they don't return, don't refund.

EBay will back you on that.

No Returns does not mean No Refunds.

Meanwhile, get more items up for sale and do some buying with sellers who leave feedback on shipment to get that 95.8% up to at least 98% as soon as possible.

[luckythewinner]

I have been given negative feedback by a seller who didn't wait for me to resolve the issue

I requested the feedback to be changed but the buyer has refused

eBay policy does not force buyers to work with sellers or revise feedback. 

and eBay will not remove it either

Generally speaking, eBay is not in a position to inspect the item the buyer received and compare it to the listing. Thus disputes and feedback on eBay are almost always a "He said, she said" situation.

eBay decided that the buyer's opinion would take precedence when they created the eBay Money Back Guarantee in 2008.

Any ideas

Now that you know how eBay works, you are free to decide how much to use the site and for what purpose.

[catprofit]

Thanks for your response. It's really clear and helpful. I've never posted on here before that's why I probably in the wrong place. I was so disheartened by the unfairness of this as I think I would have responded given the chance with a goodwill refund for the item but not the postage. Anyway I have had some more positive feedback since and feel more positive about it. Thanks again 

[catprofit]

Thanks for your response. I have never been in this position before and I am now beginning to understand more.

Thanks