Buyer lied in their neg feedback, ebay won't budge, what can i do? :(

[glamourandgracebridal]

Hi all,

I'm not sure if I have posted this in the right section and if I can even discuss this here but if not, please move or delete as required.

Long story short, a buyer left the following feedback " CHEAP PACKAGING - ITEM DAMAGED... IN THE RUBBISH. DISCOUNT OFFER OFF EBAY ONLY"

Prior to the feedback left, they had messaged me advising they had torn the garment using a letter opener and that I should send her a replacement because it was my fault cos they were packed so tight. I sell hundreds of these, packed identically and have never had a problem so I ask her to send me a photo. They're packed in a 500gm satchel (the ones with eBay's logo on them) and fit 'snugly' but not tight like you will see sometimes when the seller has crammed the goods in to save a few bucks by not going the large satchel size. 

The buyer sends the photo which clearly shows she has used a pair of scissors to cut through the 500gm satchel (faceplam), she has then proceeded to cut through the plastic slip that i send the robes in, then through the robe itself! (facepalm). I tell her the damage is not consistent with what she is claiming and that it looks like it has been cut through with scissors, hard to explain but there was a little loop that gave it away, not a 'tear' that you would expect from a letter opener.

The buyer does not deny that she cut through them with scissors but continues to blame the packaging and that she wants a refund. I deny her request on the grounds that she was responsible for the damage and offer her a replacement at a discounted rate, which I don't believe I was obligated to. She then leaves the feedback i mentioned earlier, but for two purchases when the issue was with only one robe! 

I message eBay and request them to remove it. Provide proof that she has cut through the robe and then provide links to the ACCC's website stating that I'm not required to by law, send a replacement if the buyer is at fault. They deny it on the grounds that it is the buyer's opinion and it can not be removed under their policy. My argument is that they are lying and also acting outside their rights as a consumer to which they still say it can't be removed under their policy.

They suggest I contact the buyer to see if it can be resolved with them (ie offer replacement/refund which i do not want to do) or leave a reply to their feedback to allow prospective buyers to see my point of view on the transaction.

I request my case be escalated to the eBay CSR's manager which is not acknowledged and they do not dispute any of the points, nor do they acknowledge my point about their policy which states it is written to be consistent with the consumer laws of where the transaction took place.

It gets to the point where the eBay CSR has slowed down their replies to almost a standstill and they become very short and dismissive, often not acknowledging to any of the points I am making and finally they use the word 'final' in a manner that suggests 'stop sending emails, im not changing my mind and will continue to disregard your points'.

I eventually give in and offer the buyer a replacement/refund to which they have not replied. The buyer, 1500 positive feedback is obviously an experienced eBayer and knows exactly how their neg will affect me. I had a perfect 100% feedback rating prior to this unjust neg, now i've got this blemish on my account. 

I'm not trying to bignote myself here but I was previously a customer service manager at one of the largest eBay stores in Australia. I understand exactly how the feedback removal system works but this CSR just won't budge, won't escalate and isn't capable of seeing the whole picture here; ie. eBay are encouraging buyers to leave unjust feedback and to act outside their rights as a consumer!

Has anyone had a similar issue? I'm ready to give up but thought i'd ask the wider community just in case i've missed something,

[i-love-my-sheep]

My suggestion would be to RING eBay....or better still get them to ring you back. Apparently when they call you back, the person you get is slightly above robot. I would demand to speak to a supervisor. Ask them to read all the messages that have taken place between you and your buyer, pointing out where she admits she cut through the item with scissors. 

Sending emails is pointless because a lot of the time you get a computer generated reply. if you don't succeed the first time, keep ringing until someone will listen and act. If they still end up not removing it, I would leave a reply stating something like "<buyers user ID> cut through item with scissors then demanded refund". By naming them, everyone else can see who this person is.

Good luck with it. Please come back and let us know how you get on.

[joethenuts]

very simple   seller and buyer diagree case , one says one thing the other says another , there is always going to be a problem  at some stage  if you have sold lots of products with no hassels  let one case go refund hopefully they will change feed back   i am afraid there are some cruel buyers out there   for a small amount of money its not worth getting in a ruffle .

now we all know that those sachels can be a pain to open most of the time you have to cut them open  maybe see if you can use somethink else or maybe use cardboard in them for the   future   good luck

[joethenuts]

correct do what the sheep says first  the ring back method is the best

[*sparklz*]

What sheep said also you can dispute the fact that the feedback says DISCOUNT OFFER OFF EBAY ONLY as that is not related to the item and is ebays offer NOT yours and has nothing to do with the product or your packing

Demand they read the messages where the buyer states they cut it.

[i-love-my-sheep]

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@joethenuts wrote:

very simple   seller and buyer diagree case , one says one thing the other says another , there is always going to be a problem  at some stage  if you have sold lots of products with no hassels  let one case go refund hopefully they will change feed back   i am afraid there are some cruel buyers out there   for a small amount of money its not worth getting in a ruffle .

now we all know that those sachels can be a pain to open most of the time you have to cut them open  maybe see if you can use somethink else or maybe use cardboard in them for the   future   good luck

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I certainly wouldn't be refunding. The buyer made the mistake, not the seller. Plus, the buyer has already trashed the sellers feedback, not to mention gave them a defect. No way I'd be giving a refund. If the buyer wants to open a not as described dispute, the seller will win because they have evidence that the buyer damaged the item.
 

[joethenuts]

but will ebay take off the feedback  also the seller can reply to the feedback 

look i got a red dot once when a buyer messaged me that it was the wrong color i said bring it back to change or i will give you a refund you know what he said I used it all 15 litres [  now if he used some  fair enough  but 15 litres is enough to paint 3 or 4 bedrooms 2 coats   i said sureky at was stage did you think the color was wrong and now you wanna give me back an empty can 

wek he gave me a red dot but i replied to it staating i offered to take it back but he used the whole 15 litres,

its like going to a resturant and ordering a five course feast and finishing te lot and saying i did not like it coukd i have my money back mmmmmmm      good luck on what you do

[transport-posters]

Try talking to eBay on the phone as Sheepie advised, but from experience I would say just cop it, move on and let the negative drift down your feedback list as I have had to do, as eBay will most likely say the buyer has a right to leave this feedback if they feel that way (as eBay have said to me).  The more sane buyers ultimately see that a huge number of happy buyers and just a few rotten apples says a lot about the seller and their items in reality.  The buyer and her attitude and expectations just aren't worth stressing over.

Amazing how such stupid little things end up wasting so much sellers' time on eBay now.  I'm still chasing up stuff from an incident going back to 9 January.

[i-love-my-sheep]

I think that's pretty good advice too. It's already fallen off the first page and the OP gave an honest, professional reply, in small text. I seriously doubt many people would take much notice of that feedback, especially given the reply. Still worth ringing eBay though!

[raffta1]

Reply to the feedback, keepit simple and polite, but state that buyer omitted to cutting the item. Then leave it at that