Buyer left negative feedback on a cancelled order

[savvyfalcon]

A buyer placed an order last month and their address contained an invalid Postal Code. I couldn’t generate the shipping label even after manually correcting the address based on the buyer’s feedback. I contacted eBay support and I was told there is no way for me to generate a label with this address and that I will have to cancel the order and ask the buyer to submit a new one. I sent the buyer 3 messages about that and got no response. I cancelled the order with “issue with shipping address” reason. Today, the buyer left a negative review claiming they haven’t received the item yet! I am unable to request feedback revision anymore this year. I don’t see how that is fair

[vintage_america · Accepted solution]

You can request negative feedback removal directly from eBay. There’s a link to do it somewhere in the seller hub. Just write an explanation of why you want it removed. Be detailed. Maybe they will remove it.

[recped]

If you had the street address why didn't you just look up the Postal Code and fix it?

[savvyfalcon]

If you had read my post, you would have realized that I did: "I couldn’t generate the shipping label even after manually correcting the address based on the buyer’s feedback. "

[savvyfalcon]

Unfortunately, eBay wouldn't remove the feedback and considers it part of the "Buyer Experience". Unbelievable that claiming an item has never been received on a cancelled order would be classified as a "Buyer experience". Totally unfair in my opinion. 

[sapphyres-designer-jewellery]

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@savvyfalcon wrote:

Unfortunately, eBay wouldn't remove the feedback and considers it part of the "Buyer Experience". Unbelievable that claiming an item has never been received on a cancelled order would be classified as a "Buyer experience". Totally unfair in my opinion. 

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Keep trying to remove it. The address is no good, you can't ship. If the address is no good, no duh the buyer will have a bad experience because they can't get their item. That's not exactly a seller's fault because they aren't the one providing the address where it gets shipped to.

While I don't disagree that having your order cancelled is not a good experience, the fault of this does not fall with the seller if you can't generate a shipping label.

C.

[patphotog]

move on...not worth your time. Your feedback rating is very good already 99.7%