Unfair Negative feedback

[stellabella6460]

I sold a pair of Antique Glasses to someone in France, that was sent to a buyer through Ebays Global shipping Programme,  I have received an Email from the shipping head quarters to let me know they had received them and that they had shipped them on, I followed the tracking number they gave me and it only goes as far as a shipping company in France but nothing has been added to the delivery since,  which maybe makes me think maybe he has not recieved them, so he has opend a case against the unreceived item, which is understandable,  but my issue is, that this case is still open, and being investigated by Ebay, and even though the situation has been explaind to the buyer, that the problem does not lie with be but with Ebays Global shipping programme,  he has still left me Negative feedback,  which I am very annoyed about, is there anyway I can get this unfair feedback removed,  I understand he is upset if he did not receive the Glasses,  but it was not my fault, and I was also charged for using the shipping programme, I have sent a request for him to remove the unfair feedback, but he is not budging, even though I have explaind in the case details about it not being my fault.

[siayan]

Am I protected from negative feedback?

Your buyers will be able to leave you feedback for transactions involving GSP items. However, eBay will remove negative or neutral feedback associated with GSP transactions in the following circumstances:

1. If your buyer files an eBay Money Back Guarantee claim against you involving a GSP item and eBay resolves the claim in your favor because you were not at fault, eBay will remove any negative or neutral feedback associated with that GSP item.
2. If after acceptance at the Global Shipping Center a GSP item is not, or cannot be, delivered to your buyer, eBay will remove any negative or neutral feedback associated with that GSP item.
3. If a GSP item is delivered to your buyer and your buyer leaves you negative or neutral feedback associated with the GSP item but does not file an eBay Money Back Guarantee claim, you may contact Customer Support to request that any negative or neutral feedback associated with that GSP item be removed. eBay will review the transaction and may remove the feedback if the circumstances fall within the feedback removal policy.

[stellabella6460]

Thank you for the reply, I did have a look for an answer on the GSP rules, but must have my silly head on as I couldnt find anything, so thanks for that, your answer has put my mind at rest. and hopefully the feedback should be removed at some point, 

[siayan]

You will have to call and have it removed. You may want to wait until the case is finished.

[thatsallfolks]

@stellabella6460

Have you added the tracking information to the case. If so, you need to call eBay and have them close the case in your favor. Then ask them to remove the feedback. None of this happens automatically.

[stellabella6460]

Thank you everyone for the useful information you have offered, Ebay has now removed the buyers negative feedback, so all is good,  Thanks again!

[castlemagicmemories]

Congratulations, OP!

[jasperscouture]

Did you give your buyer the reference number found on the shipping receipt? I always share that number to empower my International Buyers. That reference number is what global shipping uses to identify your package. Call PayPal!! They will be the ones to issue credits to you and the buyer if the package is missing. Have you discussed how the Global Shipping Program works with your buyer? He probably wonders why he is not protected. Call PayPal and discuss the situation. They may pay the buyer right away. I don't know the whole story but, if you show eBay that you are working to resolve this issue. The negative feedback will be removed. And if you get the buyer his money he will change the feedback too. I would be on the phone to PayPal right now!! Global Shipping is not helpful with lost packages but, PayPal will take care of it. I promise.

[stellabella6460]

Hi, yes, I gave the tracking number and all the relevent information, from the tracking number you could see that the package had reached France, Ebay customer service has been in touch, and they have removed the negative feedback,  Thanks for you interest and reply

[castlemagicmemories]

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@stellabella6460 wrote:

Hi, yes, I gave the tracking number and all the relevent information, from the tracking number you could see that the package had reached France, Ebay customer service has been in touch, and they have removed the negative feedback,  Thanks for you interest and reply

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Glad they removed the negative feedback; that is what is supposed to happen!