Unfair negative feedback

[somethingintheway]

I sold an item , sent it standard 2nd class. The buyer took 6 days to pay which was strange as they bid in the dying minutes.

I marked it sent and heard nothing back but left feedback after a week saying thanks , hoping this would prompt them to leave feedback.

After 12 days I got an email saying it hadn't arrived and did I have any idea when it would . I replied I didn't know as it wasn't tracked but if she doesn't receive it I will refund or she can open a case with eBay for non receipt.

Two days later I had no response so emailed again to ask if she had received yet and that to reassure her I have checked my proof of postage and postcode correct , I never had any response so I could only assume she had received it.

At the weekend I get my first ever neg saying never received item ! Had this account since 2004 and I am completely genuine. I messaged her saying she never responded so I had to assume she had received , I also fully refunded her and went through ebays retraction of feedback request.

She is now saying she sent emails and had them but she only ever sent the one and I have that and my 2 emails to her saved. My gut is she didn't want the item so is lying but I have always been polite. I just want my 100% feedback to return. Is there anything else I can do , do I deserve it even though I can't control Royal Mail if she is genuine ? She has 100% and 400+ trans .

[somethingintheway]

Just to clarify she seemed more interested in leaving negative feedback than getting her money back , I only refunded her after the feedback as she didn't respond to me before that. Will ebay have all correspondence so they will be able to see she isn't yelling the truth about emailing me more than once?

[LilyBossom]

just reply to the feedback saying item dispatched and refunded in full.

[somethingintheway]

Won't it put other buyers off though? I was so pleased with my 100% feedback :(

[Oblomov]

No, it won't put others off. We had one negative, in amongst tons of great feedback.

[ChazDingle]

the reply you put to the negative feedback says alot about you and wouldn't put me off if its done right. If you have a go at them in the reply it makes you look bad.

If you put something polite along the lines of 'i'm sorry you didn't receive your item which i know is disappointing, however i have refunded you in full."

[sarahtigh]

exactly as chaz said

[nickstmoritz]

Have you checked the feedback she has left for other sellers? Does she leave negatives regularly? Did you get a proof of postage certificate for the item? I agree it's not fair on you. Hopefully she will agree to remove the feedback.

[ChazDingle]

if she does seem to give alot of negative feedback to alot of people for not receiving items i'd add something to my reply along the lines of 'I notice from feedback you've left for others that you do seem to be very unlucky in not receiving items you've ordered'. Always keep it polite and doesn't make you look bad

[differentnameforthis]

I always look at the response to any neg. feedback left. It says a lot about the case & what you did to resolve it.

It does make a difference to me when making my choice to buy or not.

[somethingintheway]

Yes I have a proof of postage certificate . She hasn't responded to my email again so I doubt she will retract the neg. It was a total of £15 but its not the money it's the neg feedback and how frustrating it is!
How do I view feedback she gives I can only see it as a buyer/seller but I am on the app.

[nickstmoritz]

Click on their ebay name and "see all" then click on "feedback left for others" to see it listed.

[MalcolmTuckersMum]

Learn from this something - anything over a fiver and you need to send it Signed For. And actually, I've started sending pretty much everything signed for since so many packages seemed to be going missing. Hermes Tracked service is very good - online tracking all the way to delivery and you can opt to get a signature too - all that and it's still cheaper than Royal Mail.