eBay refuses to remove negative from cancelled transaction due to buyer address

[idalis62]

 What do I have to do to get someone to actually grasp the situation here? eBay’s own feedback removal policy clearly states that feedback will be removed for transactions that are cancelled due to buyer asking to cancel or issues with the buyer’s address. 

The buyer purchased the item and then emailed me to ship somewhere else. I refused and said I would have to cancel the sale and they could buy again with the right address. They were not happy with this but asked to cancel. They did indeed then buy again with a different address and when they received it they immediately claimed it was not as described/used (their accusations are false and the item is clearly photographed). I accept returns anyway so I told them to just open a return and send it back for a full refund but they repeatedly refused saying they “couldn’t” because they “needed it to use on a client” that weekend. They were offered a partial refund as well but wanted to keep the item for nothing. They then left me TWO negative feedbacks, including one for the cancelled transaction and eBay refuses repeatedly to remove it. How is this acceptable? How can I get to someone who actually fathoms that at least one of these feedbacks should not occur? They just keep telling me that it “is about the condition of the item and the buyer’s experience” and not removable. Buyer is clearly just mad that they couldn’t scam their way to a free item 

[albertabrightalberta]

When you listed and sold it the first time, you had the first buyer. Look at that buyer's ID. 

Is it the same buyer ID who asked you to ship to a different address? (Scammers will often ask for a different shipping address but those scammers aren't actually the buyer.)

If that's the case and you canceled the transaction for the real buyer, you upset that person. 

However, if it the user who asked you to change the shipping address was the same ID as the first buyer, you should be able to get the feedback removed but will have to go to ebay's social media to explain what happened. 

Please check the IDs and come back. 

[packratville]

If you look at the negative feedback, you'll see it was the same ID for both.

[idalis62]

It’s the same ID both times. No matter who I talk to in customer service they just tell me they’ve submitted it for removal but then I get back an email response days later saying neither qualify for removal because they accurately reflect the buyer’s experience and the condition of the item and then they proceed to chastise me about properly describing items lol 

[pls-consignments]

Have you spoke to a real human?

[stainlessenginecovers]

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@pls-consignments wrote:

Have you spoke to a real human?

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spoke? as in phone reps? are you kidding?? 

[idalis62]

Yes. 3 or 4 times. They all tell me they’ve documented and sent to the appropriate department for removal and they will respond within 48-72 hours, but when they reply they just refuse to remove over and over. 

[albertabrightalberta]

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@pls-consignments wrote:

Have you spoke to a real human?

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@idalis62 wrote:

Yes. 3 or 4 times. They all tell me they’ve documented and sent to the appropriate department for removal and they will respond within 48-72 hours, but when they reply they just refuse to remove over and over. 

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How did you contact them? Did you call them or did they call you? 

[cambriachick]

Hi idalis62,

First, I want to say, as an eBay shopper as well as seller, that if someone has a 99+% feedback, I don't even bother looking at their reviews.  But, if a shopper did look at your negs, they would notice the similarity in the language and easily conclude that it is the same person and that in itself is suspicious.  I would ignore them.

Yet I understand your frustration.

Good luck.

[idalis62]

I called them (well went through the automated help until I could request a call from them, so maybe that counts as they called me) 

[worldcoinauctions]

Don't use the call center, they will tell you what they think you want to hear. Contact ebay through facebook or some other social media, those reps will take the time to actually read what you tell them.

[idalis62]

The phone reps seemed to be documenting what I’ve said to send to the other department but then… nothing. I’ve also communicated it back in email to that department when they emailed with the refusal and they still don’t seem to comprehend. How do I contact via social media? 

[jonathanbrightlight]

@idalis62 

The social media contact options are as follows:

You can contact eBay customer service via Facebook, X, or Instagram by sending a private message (don't post publicly on these pages):

https://www.facebook.com/eBay

https://x.com/askebay/

https://www.instagram.com/ebayforsellers/ 

[idalis62]

Thanks so much