Could anyone teach me where I should, or how I can ask eBay to remove a negative feedback?

[trishatakashi]

 Hi,

I got a negative feedback today. The buyer who lives in Spain complained about the tax he had to pay for his purchase. Saying ;

Me han cobrado 32 euros de gastos de aduana.( I was charged 32 euros from customs charges. Google Translation)

We mention in Term and Condintiion as,

* Important information for international buyers:
* Import duties, taxes and charges are not included in the item price or shipping charges. 
* These charges are the buyer’s responsibility. 
* Please check with your country’s customs office to determine what these additional costs will be prior to bidding/buying. 

I remember that I read long time ago somewhere in eBay that I can ask eBay to remove a negative feedback if the complain is from the tax charged by their own country, because it is beyond our control.

Could anyone teach me where I should, or how I can ask eBay to remove a negative feedback?

Thank you for your time.

[dmil8030 · Accepted solution]

Hello 'trishatakashi', 

<<... how I can ask eBay to remove a negative feedback?>>

There is no push-button automation for this process, so you will have to make the time to call ebay.  

At the top of the page see where it says Help & Contact, -- click that.    Then find the Contact Us near the bottom.  

From there you will have to click your way through to your problem until you are finally given a phone number and pass code.  The code expires quickly so you must use it right away.  

If you wish to have a look at ebay's feedback removal policy it is here:

http://pages.ebay.ca/help/policies/feedback-removal.html

It can take a lot of time to get through to a real human on the phone, so have patience when you call.

Good luck. 

[momcqueen]

I concur with the first person to answer your question but feel compelled to add that you may have to politely and firmly insist it be removed to the Feedback Specialist who takes your call. Quote that text. Give the link, take names and incident report numbers and then ask to speak to a supervisor, their supervisor and finally person's supervisor as well. Regardless of the validity of your request to have the offending feedback removed, depending on who you get on the phone, there may be little to no understanding of the actual ebay.ca policy you're citing and a great deal of reluctance to do anything to help you. Best of luck. 

[trishatakashi]

Thank you for your information and time.