Received negative feedback for an item that was cancelled.

[phishsandwich]

I sold an item last week and received immediate payment.  30 minutes later, I got a requeset to cancel the order.  This was followed up by this e-mail directly from the buyer:

"Hello-
I never ordered this product i do not even no what this is. i need to have the money refunded."

I went ahead an cancelled the order and gave a refund.  I relisted the item and it was sold soon after.

On Tuesday, I received negative feedback from the seller, implying I ordered the item for them automatically.  I sent the buyer a message and asked them if they would change or remove it.  I also sent a feedback revision request through ebay.   Yesterday, the seller changed the feedback to Neutral, with a comment of "all good"

Is there a way to get this feedbacktaken down entirely?  Am I overreacting?  I'm not sure how they should even have the opportunity to even leave feedback once I cancelled the order.  I still have a 100% positive feedback rating, but now there is that one neutral that shows up on my account.  

[auctionpet]

Your post is confusing, you refer twice to 'Seller' leaving neg feedback. Seller's can't leave negs. Since it's obvious the 'buyer' requested cancel, you should phone ebay and ask them to review the messages and remove the feedback. If they won't, simply respond to the neutral saying it's undeserved as buyer requested cancellation and you obliged. Neutrals don't affect your seller performance.

[sam9876]

"Am I overreacting?"

Yes.

[my_boston_baked_beans]

I would definitely call eBay explaining the situation. Sounds like you did everything right, and the buyer is the one at fault. I agree with you that you should not be penalized for a buyer's short comings. I would definitely fight this one, and have eBay look at all exchanges between you and the buyer that will re-enforce your case for removal!

Good luck:)

[lintbrush* · Accepted solution]

Yes, it qualifies for removal.

You could've contacted eBay right away.

https://www.ebay.com/help/selling/getting-paid/cancelling-transaction?id=4136

"When a buyer cancels a transaction, they can't leave negative or neutral feedback or low detailed seller ratings for you."

[my_boston_baked_beans]

Neutrals do effect the way others perceive us as good sellers when reviewing feedback to decide on a purchase or not...in my opinion.

[castlemagicmemories]

Yes, while it does not count as a seller metric, it may influence buyers who do their due diligence and check feedback.

Still, if you have a good record, and post a professional response if you decide to post one, it should not hurt you unduly.

But it hurts just the same, I understand.  You don't want it there.

Good Luck with getting it removed.

[lookng2015]

That neg would have qualified for removal...you wasted a FB revision.

[vintagemoth12]

Just a thought: if you didn't put the invoice in with the item ( don't know if  you did or not ), how would they even know where the item came from? I am not buying into their saying they didn't order it.

Not that it matters. You did the best thing.

[phishsandwich]

How do I go about getting it removed? The link doesn't share specifics. Do I need to call, or can I use the "report this buyer" feature under my feedback profile?

Thanks to everyone for all the replies.

[bigdeals.etc]

"Report a buyer" is just you letting eBay know that the buyer did something they weren't supposed to. And if they get enough reports against them , ebay may act by restricting their account. Ebay doesn't remove feedbacks because of that. You'll have to call and speak to eBay directly to remove it. Good luck 

[vintagecraze50]

Could have been someone else in the family who bought the item and then mom or dad or wife or husband did not recognize the transaction. No matter what. If the buyer initiated the cancel no way should they have been able to leaves that feedback. Call and get it removed. Not an overreaction at all. If you had these piling up on your account you would be loosing business because of these mistakes and the innapropriate feedback from them. Get it off.

[sellstuff429]

E-bay should remove that for you if you call them

[phishsandwich]

I finally got around to calling them last night.  I explained what happened and the CSR put in a request for removal of the feedback.  I checked this morning, and the neutral feedback is gone.