There is no guarantee for malicious negative feedback

[keshuo3]

There was a buyer who bought a high-value product, but said that the product was damaged by the courier and could not be used, and he threw away our product and could not return it. We suspect that the buyer is deliberately scamming! Since we do not have valid information, we cannot claim from the carrier, and it is certainly not possible to refund the buyer. Then the buyer left two negative feedbacks, and we asked ebay to remove them, but ebay said that feedbacks did not meet the removal conditions.
So for this kind of malicious behavior, how should we sellers protect their own interests?

[fbusoni]

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@keshuo3 wrote:

So for this kind of malicious behavior, how should we sellers protect their own interests?

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I am sorry this happened to you.

I have never had this kind of bad experience.  

But it is only a matter of time before I do, because that is the nature of selling online.

Only by NOT selling online can you completely protect yourself from malicious buyers.

No, eBay does not remove feedback like this.

The good news is that you responded to his negative feedback in a polite, respectful and honorable way. 

Other buyers will see how you responded, and your sales will not suffer.

[kensgiftshop]

I only see 1 negative and it was left a little while ago.

[luckythewinner]

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@keshuo3 wrote:

Since we do not have valid information, we cannot claim from the carrier, and it is certainly not possible to refund the buyer.

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It is very possible to refund the buyer, and if they file a dispute eBay can force you to do it.

[brightlightbookseller]

Was it on a different account?  You don't have two negative feedbacks on this account, so either they were removed after all, or you have multiple accounts and posted from the wrong one for this issue.  That said, there are many reasons a buyer might leave negative feedback, and there's no way for eBay to judge them all "fairly", so they simply look for violations of the stated feedback policy.  If it didn't specifically violate policy, which complaining about the product being damaged by the courier would not violate policy, then it typically will not be removed.

[keshuo3]

Thanks for the reply, it was another account that suffered from malicious negative feedbacks, we fed back this problem to ebay manager, hopefully ebay can review the bad review again.

[keshuo3]

Thanks for the advice, it's very helpful

[keshuo3]

It was another account that suffered negative feedbacks. Have a nice day too.😀

[keshuo3]

感谢您的回复，我们已将这个问题反馈给了我们的 eBay 客户经理，无论如何我们都会与之斗争到底！

[frankenhobbit]

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@keshuo3 wrote:

感谢您的回复，我们已将这个问题反馈给了我们的 eBay 客户经理，无论如何我们都会与之斗争到底！

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Good luck. 

[inhawaii]

The best way to "protect your interests" is by FOLLOWING EBAY PROTOCOL.

Buyer claims item is damaged.

Buyer sends item back to the seller for a refund.

If the buyer does not send the item back, no refund for the buyer.

Very simple. 

[reallynicestamps · Accepted solution]

The product was delivered.

You have proof that the product was delivered.

The buyer cannot open a Not Received claim.

The product was "damaged".

The buyer can open a Not As Described claim.

Even if the Seller has a No Returns policy, they can demand the return of the "damaged" item.

The Seller will probably be told to supply a Return Shipping Label.

No Return?
No refund.

产品已交付。

您有证据证明产品已交付。

买家无法提出未收到索赔。

产品被“损坏”。

买家可以提出与描述不符索赔。

即使卖家制定了“不退货”政策，他们也可以要求退回“损坏”的商品。

卖方可能会被告知提供退货运输标签。

不退货？
不予退款。

EBay will stand by you on this.

You can leave a Response for any Feedback.

"I regret you are unhappy with your purchase. Please return it for refund."

If they do not you can add a further Response.
"Did not use Return Shipping Label to claim refund as of Sektober 32, Year of the Fruitbat. "

Since you are in China, you may have to supply a USPS shipping label. You can buy these online, or eBay may be able to help you. Shippo sells USPS labels to non-Americans, like you and me. There are others.

(The date is a reference to a British fantasy series "Discworld".)

Also.

Although I see only one negative, you have 16 neutrals for shipping problems. This usually means there is a greater problem, masked by unhappy customers who did not leave feedback and by unhappy customers who got their refunds.
How do you plan to address this problem for the future.?

[keshuo3]

Thank you for your reminder and suggestion, it's very useful.

Regarding the shipping issue, we all use ebay official designated logistics to ship, if the product is damaged or lost during transportation is really beyond our control, all we can do is track the package and communicate with the buyer in time. We did neglect the transportation comment before, and will explain the description below the comment later.

[lindalovely1]

Ebay does not seem to care to protect their sellers.  Sellers are buyers also.  Ebay is allowing scamming to happen on their site,  as well as extortion, and that is why Ebay is now so slow.   People are leaving Ebay, and it is a big shame as Ebay is going down hill for the last several years.  Bad management is running Ebay these days.  Shame on Ebay as they know what is going on.

[keshuo3]

Yes, we are disappointed in ebay too.