I have replyed to undeserved negative feedback, but should I dispute with EBay to get it removed?

[mcmahan99]

A buyer requested to return a pair of jeans because they said they were too short.  I stated a 30 inch inseam and they said they were 29 inches.  They did not open an INAD and returned the item at their own expense.  I remeasured the jeans after receiving them and found my description to be accurate, so I refunded only the purchase price of the jeans, not the original shipping.  The buyer sent me a message asking why they only got a partial refund.  I explained, with photos of my measurements (using two different tape measures) that original shipping is only refunded if my listing was inaccurate.  Now the buyer has left me negative feedback, to which I responded.  My question is... should I call eBay CS to try to get this removed?  Will they remove it?  It ruins my 100% Feedback score.

Thanks for any and all help on this.

[adsta22]

unless you offer free returns, seller pays shipping both ways, technically, you can't offer partial refunds...

[lacemaker3]

@mcmahan99,

Under these circumstances, the buyer should have opened a NAD case, and you would have had to refund their full payment, pay for the return shipping if you wanted the item back, and you would have gotten a NAD case on your record, which can lead to higher fees if you get too many of them.

You should realise that eBay accepts the buyer's reason for the return, without question. They don't make any judgements. If the buyer says it's NAD, that's it. You can't dispute it.

Instead, the buyer was courteous enough to return the item at their own expense, which saved you money and a hit to your seller performance. I don't think it was a very good idea to only give the buyer a partial refund.

I wouldn't waste your time trying to get this removed. It would be better to send the rest of the refund, with an apology, and ask if the buyer would be willing to revise the feedback if you send a revision request. You've got a much better chance of getting rid of it that way.

[mcmahan99]

Thank you for a very thoughtful reply.  

[atikovi]

Ebay won't do anything. Your word against the buyers about the accuracy of the description. Not grounds for removal.

[mam98031]

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@adsta22 wrote:

unless you offer free returns, seller pays shipping both ways, technically, you can't offer partial refunds...

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That isn't completely accurate.  On Buyer Remorse returns, which the OPs is one of those even though an actual request for return had not been opened.  Sellers with a No return policy or a 30 or 60 day return policy with buyer pays shipping [the OP has 30 days w/ buyer pays shipping], these sellers do NOT have to pay for the return shipping on a Buyer's Remorse return. 

In fact sellers with a No return policy do not even have to accept a BR return if they don't want to.  And sellers with a No Return policy or a 30 or 60 day return policy with buyer pays shipping can withhold the original shipping amount IF they have separately stated shipping.  If they offer Free Shipping they can't.

[adsta22]

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@mam98031 wrote:

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@adsta22 wrote:

unless you offer free returns, seller pays shipping both ways, technically, you can't offer partial refunds...

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That isn't completely accurate.  On Buyer Remorse returns, which the OPs is one of those even though an actual request for return had not been opened.  Sellers with a No return policy or a 30 or 60 day return policy with buyer pays shipping [the OP has 30 days w/ buyer pays shipping], these sellers do NOT have to pay for the return shipping on a Buyer's Remorse return. 

In fact sellers with a No return policy do not even have to accept a BR return if they don't want to.  And sellers with a No Return policy or a 30 or 60 day return policy with buyer pays shipping can withhold the original shipping amount IF they have separately stated shipping.  If they offer Free Shipping they can't.

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the seller kept the ORIGINAL shipping...

[johnrj1226]

In  a  case  of a buyers remorse reason to return the item eBay gives the seller the option to reimburse the original shipping fees or not at the sellers discretion.  Doesn't fit is  clearly buyers remorse.  This doesn't apply to listings that offer free shipping.

Sooner or later everyone gets a red hickey (neg FB) sooner or later but it will disappear in 365 or 366 days.

[guybemis]

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@mcmahan99 wrote:

A buyer requested to return a pair of jeans because they said they were too short.  I stated a 30 inch inseam and they said they were 29 inches.  They did not open an INAD and returned the item at their own expense.  I remeasured the jeans after receiving them and found my description to be accurate, so I refunded only the purchase price of the jeans, not the original shipping.  The buyer sent me a message asking why they only got a partial refund.  I explained, with photos of my measurements (using two different tape measures) that original shipping is only refunded if my listing was inaccurate.  Now the buyer has left me negative feedback, to which I responded.  My question is... should I call eBay CS to try to get this removed?  Will they remove it?  It ruins my 100% Feedback score.

Thanks for any and all help on this.

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You could request the buyer to revise their feedback. In most casses I have honered such requests if the seller was polite and gave me a good reason to. Otherwise I don't think you should worry about it too much. 99.7% is not a bad feedback score. Most of the really big sellers on eBay have lower then that.

Disputing feedback you received | eBay.html

[mcmahan99]

Thank you for your reply!

[mycarolinavintage]

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@mcmahan99 wrote:

A buyer requested to return a pair of jeans because they said they were too short.  I stated a 30 inch inseam and they said they were 29 inches.  They did not open an INAD and returned the item at their own expense.  I remeasured the jeans after receiving them and found my description to be accurate, so I refunded only the purchase price of the jeans, not the original shipping.  The buyer sent me a message asking why they only got a partial refund.  I explained, with photos of my measurements (using two different tape measures) that original shipping is only refunded if my listing was inaccurate.  Now the buyer has left me negative feedback, to which I responded.  My question is... should I call eBay CS to try to get this removed?  Will they remove it?  It ruins my 100% Feedback score.

Thanks for any and all help on this.

---

If you contact ebay, you have nothing to lose but a few more minutes of your time. If it concerned me, I would at least try. Noone can guarantee you that ebay will not remove a negative comment, if you can provide proof of your case. Since this was handled outside of ebay, that may or may not be an issue. It's just the feedback you want removed, ebay doesn't have to deal with any money decisions on that.

That being said ... My suggestion to you is to forget about it. It looks to me like you have done awesome and I don't think that one red speck in your feedback is going to do you harm unless you obsess over it. That takes a lot of thought and otherwise good energy. By the way, I'm in no way suggesting you are obsessing over it. Take a step back, take a deep breath, smile and keep doing what you do. Apparently it's working for you. 

"Energy always flows where attention goes."

[mam98031]

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@adsta22 wrote:

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@mam98031 wrote:

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@adsta22 wrote:

unless you offer free returns, seller pays shipping both ways, technically, you can't offer partial refunds...

---

That isn't completely accurate.  On Buyer Remorse returns, which the OPs is one of those even though an actual request for return had not been opened.  Sellers with a No return policy or a 30 or 60 day return policy with buyer pays shipping [the OP has 30 days w/ buyer pays shipping], these sellers do NOT have to pay for the return shipping on a Buyer's Remorse return. 

In fact sellers with a No return policy do not even have to accept a BR return if they don't want to.  And sellers with a No Return policy or a 30 or 60 day return policy with buyer pays shipping can withhold the original shipping amount IF they have separately stated shipping.  If they offer Free Shipping they can't.

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the seller kept the ORIGINAL shipping...

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Yes, I understood that and I explained that in my above posting.

[pargran3]

Back to the original post.

The neg has been left. I seriously doubt you can buy your way out of it at this point. Nor do I think you should.

If you are absolutely certain your measurments were accurate just let it go.

Move on.  You cannot please everyone and throwing money at them seldom works. All it accomplishes is more buyers that thinks they can blackmail sellers.

I really feel for clothing sellers. There seems to be so many problems!

Radine

[mam98031]

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@pargran3 wrote:

Back to the original post.

The neg has been left. I seriously doubt you can buy your way out of it at this point. Nor do I think you should.

If you are absolutely certain your measurments were accurate just let it go.

Move on.  You cannot please everyone and throwing money at them seldom works. All it accomplishes is more buyers that thinks they can blackmail sellers.

I really feel for clothing sellers. There seems to be so many problems!

Radine

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@pargran3

I'm not the OP, nor did I recommend trying to buy her way out of a neg.

IMHO the OP has a good position to call Ebay and have the FB removed for CAUSE.  But they will have to call Ebay to get this done. 

The reason there is cause is because the buyer said "inaccurate description and only refunded partial refund."  Buyers are not suppose to reference a claim in their FB left for seller.  Clearly this buyer did.  Which is a no no per the Ebay policy.

 Not allowed

Examples of feedback extortion

The buyer can't threaten to leave negative feedback or low detailed seller ratings if the seller won't:

• Accept a return and pay for return shipping if not covered by the original listing or eBay Money Back Guarantee.
• Give a full or partial refund for an item if not covered by the original listing or eBay Money Back Guarantee.
• Lower the shipping and handling costs.
• Refund payment before the buyer ships the item back to the seller.
• Send an extra item that wasn't part of the original listing. (This doesn't include a situation where a buyer requests a replacement for an item that doesn't match the original item description.)

https://www.ebay.com/help/policies/feedback-policies/feedback-extortion-policy?id=4230

Not allowed

• Leaving inappropriate feedback comments, such as comments containing obscene language.
• Leaving negative or neutral feedback or low detailed seller ratings because a seller didn't provide additional goods and services not mentioned in the original listing or the eBay Money Back Guarantee. We consider threatening to do this to be feedback extortion.
• Consistently leaving low detailed seller ratings or negative feedback for sellers who sell the same or similar items as you. We consider this to be feedback manipulation.

https://www.ebay.com/help/policies/rules-policies-buyers/buying-practices-policy?id=4374

[pargran3]

BACK TO THE ORIGINAL POST.

Get it?

Radine