fuming at ebay CS re negative

soolin

I'm really unhappy, my perfect feedback has been ruined with a neg from a scammer and ebay tell me there's nothing I can do about it.

Buyer wins item, it's solid and unbreakable and I've sold loads, he claims it broke a few days after arrival and wants a refund , he doesn't want to open a case and he can't send photos (i would lay money this item is still perfect). I apologise, tell him I will give him a full refund on return and I send him return postage costs (via the original payment so if it goes wrong he has less to chargeback) and then a month later he leaves me a negative saying seller has shoddy goods and refuses to refund.

Apparently that is completely fair, even the bit about refusing a refund . Buyer only leaves bad feedback, no positives for ages now only negs and neutrals- but apparently that is OK as well.

Absolutely fuming

charlies_mum

I sympathise. I have a late delivery defect despite the buyer saying "fast delivery" in feedback. CS refuse to remove

I don't think ebay care about their sellers, they are so busy licking the boots of the buyers.

the_lunatic_is_in_my_head

Try live chat, might get lucky, focus on the "refuses to refund" bit and point out if they check the messages you did offer to refund on return but the buyer refused to return the goods.

Also report the buyer as if eBay take action the feedback might go.

Worth a bit of time with CS, worse case and they won't remove it I'd file the defamation form and get the comment gone (and not reply to the feedback).

soolin

the_lunatic_is_in_my_head wrote: »

Try live chat, might get lucky, focus on the "refuses to refund" bit and point out if they check the messages you did offer to refund on return but the buyer refused to return the goods.

Also report the buyer as if eBay take action the feedback might go.

Worth a bit of time with CS, worse case and they won't remove it I'd file the defamation form and get the comment gone (and not reply to the feedback).

I've tried live chat and email and I've reported the buyer but it doesn't seem to make any difference , looks like I have a lovely shiny red dot to amuse myself with. I'm going to try again tomorrow.

pinkshoes

Until you can get someone with common sense to remove it, all you can do is respond to it with "full refund with return postage offered, buyer refused to return".

lindens

wow thats hard lines. I dont understand ebay's logic there. you only have to read the whole story to see the real picture there and can only come to one conclusion you would have thought.
I would keep on trying - maybe get through to Dublin on the phone - they are pretty good

soolin

I have 2 updates-
first I appealed and had notice that my appeal against the neg was denied as I had not made adequate enough attempts to reach out to my buyer and had not refunded, nor had I had a case opened. The email was appallingly written, I had to get my OH to read it as well to try and decipher what it was going on about , poor spelling, laughable use of the written word , it was barely legible. Basically it told me to reach out again and contact my buyer as no buyer wanted to be forced to leave a neg and they must have been very upset that i wasn't doing anything. They said that ebay would be contacting the buyer on my behalf to urge them to open a case .

I sent back a really irritated response, I suggested that they had made no attempt to read my previous email nor note the circumstances. I asked how many times I was expected to email a buyer who refused to respond or open a case without it becoming harassment.I also pushed again for a case to be opened on my behalf so that I could deal properly with the SNAD - after all ebay implied *I* had not opened a case which is of course not possible.

I got an immediate response back, beautifully written but again apparently not actually having checked the facts, saying that as buyer refused to open a case and had received a refund without returning goods my neg could be removed- and whoosh, it went.

It will be interesting now to see if buyer opens a case.