Feedback flawed

[philfy77]

I recently received negative feedback from a buyer who claimed that the received goods were fake . The goods were 100% genuine and could easily have been verified as such by the buyer but he refused to do that, funnily he also refused my offer of full refund, this is after replacing the item to get the same comments regarding the item as fake !! He preferred to keep the item and leave really bad feedback where he stated the item is fake !!

My request to have this feedback removed, as the item was never proven to be fake, was rejected !!

So, I can buy an item from

a seller, claim it is fake and leave negative feedback and that buyer has no recourse ?!! There is something very wrong with that policy !! 
One can damage a sellers feedback at a whim , leaving the seller open to false claims.

 The reasoning that my request to remove was rejected : We won't remove feedback on the grounds that a seller believes a comment is untrue or undeserved.

my issue is that I know 100% that the comments are untrue !! if I wanted to damage someone’s feedback I see that would be very easy to do, simply falsify my comments with no worries about  recourse . 
I firmly believe that the buyer in my case was trying for an unwarranted partial refund and when I only offered the full refund, as I smelt a rat, he basically resigned himself to

leaving false vindictive feedback himself, the policy on feedback is not fit for purpose in my opinion.

[nkmipgolf]

Feedback is a one way street and means little these days. I've seen sellers get a neg when an item arrives few days late.  Would a buyer do this if they would get a neg in return, no.  Feedback is used as a weapon to some buyers, not right and eBay needs to fix it.

[no_zero369]

Hey Sorry this happened to you!

You can reply to the comment left in FB.  Do so professionally, factually and unemotionally!  The way you respond will determine how damaging the FB comment becomes.  Do something that looks stupid and you will make matters worse for you.

When someone sends a note that they think item they received is fake, then the only response should be something like this:

Sorry you are not happy with the widget, please return it and we will be happy to issue a FULL refund!

Do JUST that, nothing more.  Arguing or "pointing out" that the item is not fake will do nothing but anger the buyer!  You are not going to 'win' that argument and eBay is not going to get in the middle of a 'he said, she said' issue.  So the only approach is empathy and return for a refund.

Finally I see you are in the UK and sales have been in GBP!  This, as it were, is the eBay Community across the pond in the USA!  Best to post future reports, etc over there as there are differences in the eBay policies.  Sometimes there are redirect issues that send Brits over here, so this is understandable.

https://community.ebay.co.uk/

Cheers!