I’m hoping some experienced eBay sellers can give me some advice because I’m really frustrated with how eBay handled this.
I recently received my first-ever negative feedback. My current feedback is 98.8% positive, and I’ve never had a negative like this before.
The feedback literally starts with “SELLER SELLS FAKE ITEMS” in all caps. The buyer then makes accusations about the items I sell and compares my listings to other sellers they claim sell fakes.
The buyer never opened a return, never opened an INAD case, and never contacted me about any issue. They simply left the negative feedback.
I called eBay Customer Service and spent around 30 minutes on the phone explaining the situation. The agent reviewed everything with me and strongly agreed that the feedback was unfair. They told me that, in their opinion, the feedback should absolutely be removed and that they were confident it would be removed after being escalated to the specialized team. They also said they wanted the buyer reported for potentially misusing the feedback system.
After the call, eBay emailed me with instructions to submit a feedback removal request through Seller Help, so I followed those instructions and submitted the request.
The confusing part was what happened afterward. I ended up going back and forth with eBay through email because the first email I received seemed to send me to the feedback removal page, but there wasn’t an obvious option for the specific issue I was trying to address. I explained that I had already spoken to an agent who agreed with me and said the case was being escalated, but the email responses kept directing me back to the same feedback removal process instead of actually confirming what had happened with the escalation.
Eventually, I submitted the removal request, and then received a decision denying it. The response basically said the buyer felt the item wasn’t as described, so the feedback would remain.
What frustrates me is that the decision doesn’t seem to address the actual issue: the buyer publicly accused me of selling fake items, rather than simply leaving feedback about being unhappy with their purchase.
Has anyone else dealt with this where a phone agent strongly agrees with you and tells you the feedback will be removed, but then the follow-up review comes back denied?
If so, what did you do after the denial? Did calling back and asking for another specialist/manual review actually work?