Unfair buyer feedback and why won’t eBay remove?

[don-don-down-under]

So, I’m honestly fed up with eBay without fail, falling on the side of a buyer. I understand so many disputes are subjective, but what about when it’s black and white? I pride myself on an almost perfect feedback score and detailed ratings. 
I recently sold a collectible plate  and very very clearly stated that the glaze was cracked. I also provided clear pictures to show this. Imagine my shock when I see that the buyer has left negative feedback, saying ‘item not as described, the glaze is cracked’. Furthermore, she has made no attempt to contact me before leaving feedback. I contacted her abs politely pointed out (paraphrased) my listing description and requested she remove her feedback. She declined and went as far as to say the description didn’t state that???? I mean, WTAF? So I appealed to eBay, requesting they remove her unjust feedback and I received an almost immediate, automated response saying they ruled in favour of the buyer? How? How can they do this when it’s a factual, black and white situation? Can I appeal again? Is this even fair? 

[powell-memorabilia]

You state “no cracks” in your listing. I understand the difference between cracking and crazing, but maybe your buyer did not. Truly, the pictures were not very clear and certainly did not focus on the crazing.

[*madison]

The buyer has revised the neg and left another neg.

Before you sent the feedback revision did you try to resolve the issue with the buyer first?

[jda05121]

If I sell an item with a defect I make sure it's noted in the main description prominently. That and looking at the picture is all many buyers do. I have heard that some phones don't even show the secondary description. What is crazing?

[john_wade]

Fortunately, most of my eBay buyers are very nice. But about every 200-300 sales I get a sourpuss that leaves me negative or neutral feedback over almost nothing. It's very disappointing. I just sold an item to a buyer who got very upset with me because I was a day late in giving him the tracking number after shipping and he threatened to give me bad feedback over it. There needs to be more a lot respect for sellers. 

[katzrul15]

@don-don-down-under 

So many Buyers shop from a mobile device and do not see your description at all, only the pix.

Damaged items need to have references in the Title and Description box under the Title, if available, in a listing.  We use the Word "imperfect" in all CAPS in the title.  Otherwise, the results tend to be what you are experiencing.  We rarely would sell something with signficant crazing unless the item was Rare, etc. 

That and Buyers do not read.

[powell-memorabilia]

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@jda05121 wrote:

What is crazing?

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Very fine cracks in the glazing.  So, technically cracks, but not affecting the underlying piece.    That is why the listing description vs actual item would be confusing for many buyers.

[fashunu4eeuh]

Hi, when i enlarged the photo, i could clearly see the crazing. If the buyer was using a mobile phone, the crazing is not prominently shown without enlarging.

It was easy to overlook. It is not unusual for buyers to fail to read the description, so it is best to mention a big flaw in the title when possible. 

I believe i would have first offered to accept a return in this case, even tho the seller did nothing wrong, the buyer is clearly not happy. And now they have revised the feedback by changing the comment but leaving the negative, broadcasting a clear message about the transaction as a whole.

Revision requests have a greater chance of success when sent after a dialog with the buyer that first satisfies their concern. Then a discussion about feedback revision can be better made.

Sorry you ran into a touchy over-reactive buyer.

[stainlessenginecovers]

Don't let it bother you; especially now when it says 'nothing' on the feedback.

Feedback is not an eBay measurable for sellers so it doesn't really matter and soon, other positives will bury that 1 neg.