Why does eBay allow malicious, ridiculous feedback, including lies harming eBay accounting system?

[your.garden]

A buyer bought one pack of plant seeds from me. He paid a total of $9.99 including shipping. His order was cancelled, and he received a full refund.

The buyer never contacted me. Weeks later, a totally unexpected NEGATIVE feedback was received from that buyer:

Seller doubled billed me charged me twice gave me one refund would not recommend this seller defrauded me and still owes me 1 refund and where is ebay and that guarantee refund they advertise WOUL NOT RECOMMED THIS SELLER  

The statements were false, and it looked like

(1) the seller or ebay charged him twice. HOW?!!! As a seller - I can't possibly do that. If ebay does these "double-accounting things" - then we all should be concerned.

(2) he wants $9.99 more. For what? For one item he bouht from me and already received his refund? 

I sent the buyer a feedback review request. No response.

II filed a complaint to the eBay customer service explaining that the feedback is based either on outrageous lies or indeed, eBay accounting system is actually double-charging .... (I do not think that this is the case, but I thought that ebay management will take a serious look at these dangerous claims potentially revealing financial manipulatins?).

Very soon, I received a joyful answer to my complaint. The eBay customer service person probably spent no more that one minute on the "analysis" of this situation: 

We reviewed your request to remove the feedback from *************  for 15 high-quality **** seeds, . Unfortunately we won’t be able to remove this comment because it doesn’t violate any of our feedback policies.

We understand how important positive feedback is, but giving everyone a chance to share their experiences helps keep our marketplace trusted and fair. This won’t affect your rating as a seller.

Here are some tips for any future issues with buyers

• Replying to comments is a great way to tell your side of the story and show other shoppers how you respond when issues come up.
• Send a message to your buyer. If you’re able to work things out, you can ask them to change their comments by submitting a feedback revision request.

Please keep my $9.99 experience in mind when you assume that seller's protection exists, that ebay customer service will pay attention to your fair and reasonable requests to remove MALICIOUS NEGATIVE FEEDBACK, and that ebay customer service is interested in stopping outright lies damaging eBay business and falsely describing its accounting system. 

Any comments? 

[dhbookds]

Appeal it........but just be calm.........was only paid once, could only refund once......

[golfingaddict]

Why was the order cancelled?

That is a very important detail that you left out.

If the buyer asked to cancel the order, you may have protection from that negative feedback.

I agree, the double billing comment is a red herring and nonsense.  

eBay removes negative feedback for many reasons, 

When you appeal, quote the exact policy reason why the feedback should be removed.

Feedback policy | eBay

[kensgiftshop]

The extra transaction was probably a hold put on the funds until their payment cleared, then the hold would be removed.

[bonanza125]

That really does seem unusual that the buyer was charge twice for the transaction and not even communicating with you the problem. As others said yeah appeal it and talk to a live agent about it. If the decision is final you did the right thing by replying to the feedback and giving your side. That's really all you can do at this point. I would also recommend blocking the buyer. Did you cancel the order or did the buyer cancel the order? Order cancellations are covered under feedback policy.

[your.garden]

How do I appeal?

[ckimodog]

@golfingaddict 

As @golfingaddict suggested...they added the link for you to go to & appeal:

Feedback policy | eBay

Good luck!

[your.garden]

Thank you for your replies. 

Where do I submit APPEAL? 

This is about the removal of the negative feedback. As you can see from the original post, I already contacted ebay customer service, and the customer service bounced me. 

[your.garden]

How do I appeal? Is there a link on ebay? 

Thank you! 

[fbusoni]

@your.garden 

My advice would be to first contact https://facebook.com/ebay and send a message.  You will chat with a real person.  Explain everything patiently and in a neutral manner.  They are very responsive and have helped me out a few times.  

[golfingaddict]

Why did you cancel?

[golfingaddict]

---

@your.garden wrote:

How do I appeal? Is there a link on ebay? 

Thank you! 

---

Why did you cancel?

[your.garden]

There is no APPEAL button there 

[your.garden]

Issue with buyer's shipping address.

[your.garden]

Thank you. I will try. 

Basically, the buyer gave me negative feedback because he believes that ebay accounting system charged him two times. This is my message sent to ebay via their  facebook page.

It is unfortunate that ebay does not offer any phone calls to talk to their customer service.