Responding to negative feedback

archiesdad

Hi I would like to respond to a negative feedback I received from a buyer but cannot see how to, can someone explain please.

Also I haven't left feedback for buyer yet. I realise I can't neg them but to explain in short they say they returned an item I never received it and then they tried to blackmail me by saying that they would give me negative feedback if I didn't refund.

jennypdolphin

Depending on how they phrased this "blackmail" you may be able to get the feedback removed due to feedback extortion.

Can't help with anything else. sorry

TurkishDelight

To respond you can click on community, then feedback forum, then along the side there is a reply link.

pinkshoes

Firstly, if they threatened negative feedback if you didn't refund, then just report them, and any negative will be removed.

Secondly, they won't get a refund unless they can prove they sent it back.

Did you voluntarily just refund them????

hermum

You can also get to your reply to feedback by scrolling down to the end of your feedback page, selecting reply to feedback left. Word what you say carefully as if it can't be removed the way you respond could do more damage than the actual neg.

archiesdad

Thanks everyone.

timeportal

dont forget to block them from bidding on your auctions in future too

hermum

I wouldn't leave them feedback, after you've responded to the feedback they left you.

cyberbob

pinkshoes wrote: »

Firstly, if they threatened negative feedback if you didn't refund, then just report them, and any negative will be removed

That's a bit of a myth. There seems to be this myth flying around that if a buyer even mentions a neg in communications it will be removed. I'm afraid this is wrong. The safest thing for a buyer to do is not mention FB but you can mention it and not break FB extortion rules.

ebay wrote:

Buyers are not allowed to threaten sellers with negative Feedback, neutral Feedback or low Detailed Seller Ratings in order to obtain goods or services not included in the original listing.

The Feedback extortion rules state that FB can be removed if someone is asking for something not included in the original auction. Just saying that they will neg if they don't get a refund due to a perceived problem isn't grounds for removal. Sometimes you can get them removed but it doesn't really fit in with the FB rules so the likelihood is it wont.

The OP case is a gray area and may or may not get removed but it's worth a try.

http://pages.ebay.co.uk/help/policies/feedback-extortion.html