Wrongful feedback received saying my leather bag is not leather

[sophie801108]

A customer with 2 feedbacks in 9 years has left me a feedback saying that my leather bag is not leather. She did send me an email at the beginning request return, i said i can accept return but she needs to pay return postage as the bag is made by genuine leather. (I provide completely free return only if the items have defects or not as described) Then the negative feedback was received next day. I called and emailed Ebay, they basically telling me my situation doesn't meet their creterion of removing the  feedback. And i have followed few emails to the buyer, but no response at all. It is really affect my business so much, as i only got 250 feedbacks, 1 negtive feedback pulled my positive percentage to 99%. I have just got her landline number and i will try to call her tonight. Good luck to me! 

By the way, ebay's app for iphone missing some functions. like people cannot view replys for the negative feedbacks on app. Also I haven't found where i can send invoices out on the app yet.

And also the policy that seller can't leave negative feedbacks to buyers are just not fair. They can keep doing whatever they want. 

[endless_delights]

GOOD LUCK WITH THAT..EBAY WONT REVERSE NEGATIVE FB

[clarry100]

They will remove NEGs under very rare conditions.

That it is very clear that the NEG was left accidentally.

So where the comments are clearly at odds with the red dot.

They deleted one recently for us under this condition.

[lyndal1838]

Do you have a receipt from your supplier which states that the bag is genuine leather?

If you have this you can appeal the decision not to remove the feedback on the grounds that you have proof that it is wrong.

I think your buyer may be confusing the description of "crocodile embossed leather" with fake crocodile leather.   She certainly would not get a real crocodile leather for that price.

[sophie801108]

Thanks for your suggestion.  She thinks it's pvc or plastic, not leather. 

I can definitely get a statement from my supplier, but i don't know if ebay would be happy with it since they have never suggested that. I thought the easiest solution would be the buyer go to get the bag checked out. However this buyer seems disappearing. If i will need to talk to ebay again,  I will bring this up see if they would be happy with that.  

[sophie801108]

I got that after I talked to them few times. Not fair.

[lyndal1838 · Accepted solution]

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@sophie801108 wrote:

Thanks for your suggestion.  She thinks it's pvc or plastic, not leather. 

I can definitely get a statement from my supplier, but i don't know if ebay would be happy with it since they have never suggested that. I thought the easiest solution would be the buyer go to get the bag checked out. However this buyer seems disappearing. If i will need to talk to ebay again,  I will bring this up see if they would be happy with that.  

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Don't take No for an answer.....ask to speak to a supervisor and if you still get nowhere suggest that you will seek legal advice as the feedback is defamatory and you can prove it. 

Don't just sit back and ask if ebay is happy with a letter of confirmation that the item is genuine leather.....you need to make them happy!!!

[sophie801108]

Thanks very much for your suggestion!

[sophie801108]

Lucky me got an invalid phone number. Looks like I have to seek legal advise and try to get a court order.

I just can't understand why people did the right thing have to suffer and pay the price, people who did the wrong thing can just do nothing.

Not fair!!!

[howie696]

Report them for incorrect contact details and request the feedback be removed as you are unable to contact the buyer to reslove the problem

it worked for me 🙂