Received False First Negative Feedback

[sfc_auto_parts]

Hi Sellers,

This morning, I received my first negative feedback.  The buyer claimed item wasn't compatible  to their car and it wasn't authentic.  

When the feedback was left, I checked to make sure there wasn't something I did wrong on my end.  I didn't find anything. I've sold this emblem several times with no problems. The buyer received the item almost a month ago, never opened a SNAD case or contacted me.  

I did reach out to see what year and model the buyer's car was, but never received a response.  It's a little suspicious because if it was the wrong item wouldn't he/she want to exchange or return it?

I called ebay and the agents stated since the buyer hasn't responded, it doesn't qualify for removal since there's nothing the buyer stated that contradicts the listing.  

Anyways I was wondering if the buyer doesn't respond, is there a way to remove the feedback?  Also if any of you see anything on the listing that needs improvement,  I would greatly appreciate any constructive criticism.   

Thank you all for the time and I'm sorry for the long post.

[gwzcomps]

You could always try a different CS agent, but I doubt there is any getting out of that.

[3eyedfishcatcher]

Buyers feed back, "Item not compatible with my BMW even though advertised as an authentic BMW part."

Your listing tittle ,"OEM 2012 2013 2014 2015 BMW 2 3 4 Series Front Hood Emblem 7288752"

I would call back as your listing tittle does not guarantee all models and all years for BMW cars. If your tittle is accurate This would only work on BMW series 2,3,4 for the years 2012 2013 2014 2015. with the buyer saying it was not compatible with their BMW then that would indicate their BMW is not a BMW series 2,3,4 for the years 2012 2013 2014 2015. I would point out to eBay the buyers feedback negative feedback is unwarranted as there was noting done by you and clearly this is buyer remorse well after the money back guarantee period. It seams like this should be removed I would suggest speaking with someone in the actual sales department.

[fashunu4eeuh]

This all just happened today. A few hours is not enough time to investigate with the buyer what happened. Reaching out to the buyer first and getting to the bottom of the matter is a good first step. There is always a chance of a buyer revision. But that may take some time.

It is a moot point in this case. What’s done is done. But while investigating, i think it makes sense to hold off on a reply comment until a removal has been fully explored. While there is nothing in policy that says a seller should wait to leave a follow-up comment, what one may find out in investigation could have a bearing on that comment. For example, what if the buyer left it in error?  It is completely understandable to have an immediate desire to explain an unfair accusation. There is a concern about one’s reputation, but most buyers know one negative in a sea of green positives has little impact.

So i would still reach out to the buyer and express concern in hopes that could lead to a buyer revision. I would not advise sending a revision request without having discussions  with the buyer first. A revision would come once the problem, if any, has been addressed. Good luck to you. Sorry this happened.