Negative feedback for item not received even though tracking shows delivered.

[babsistuff]

I had a buyer leave negative feedback.  He stated he didn't receive his item.  Tracking shows it had been delivered.  I suggested he go to his post office to get more information on where it was left.  He stated I changed the address and that was the reason he didn't get it.  I didn't.  I shipped through eBay so address is on record, including the tracking.  He did not open a case, only left the negative feedback.  I requested the feedback be removed by eBay but eBay stated it is the buyers right to voice their opinion.  What should I have done differently to prevent this in the future? 

[northern-tint]

CALL ebay.  Don't do the email ebay thing.  CALL them.  If tracking shows as delivered they will remove the feedback as long as the feedback is about not receiving the item.

[northern-tint]

It also has to be a feedback left within the last 30 days.  Last neg I see for you is more than 30 days ago.

[lamber9347 · Accepted solution]

@babsistuff - You should contact eBay once again as you will be sent to a different representative. Your obligation as the seller is to get your item delivered and if you have that delivered stamp then yes they will remove this FB.

I had it done myself and was also told by the first person that it couldn't be removed. I simply called back and quoted the TOS where it says that any negative FB related to an item not being delivered will be removed if you can show it was in fact delivered. That rep then sent me to another dept and it was removed before I was off the phone. I understand calling isn't much of an option currently but if this means something to you then it's worth your time to pursue this. Best of luck to you.... 

[fab_finds4u]

Negayive feedback for not received is removable if tracking shows delivered as long as you mailed it within your handling time, and you report it within 30 days.

[babsistuff]

Hi!  I called when it was still within the last 30 days.  Unfortunately I got the same response via email as I did when I requested it removed through the eBay email thing.  That it was his right to voice his opinion on how the transaction went.

eBay could have easily looked at his account, his listed information and the tracking to see it was delivered to the address he provided.

Thanks for the response! 

[wesk_36]

What should I have done differently to prevent this in the future?

It's entirely possible that the USPS did deliver it...to the wrong address. I know from multiple experiences that sometimes the mail carrier does indeed scan as delivered but leaves it at the wrong address.

It looks like you did everything correctly and maybe the buyer is blaming you for the mistakes of others not under your control.

[rebell45]

Just reply to the feedback with something like " Tracking showed delivered, sent to address on file with eBay".

Wouldn't bother me as a buyer as its kind of old.