I got my 1st negative feedback, how can I get it removed?

[ninth89]

So I got my first, and second, negative feedback from a single buyer since I've started selling on eBay.

And I'm not sure if I can get them removed...

This is the short version:

The buyer purchased two dvd/blu-rays from me, separate transactions.

First item arrive in mint condition. Second item arrive damaged.

The buyer opened an eBay case to return the damaged item, I haven't received the return yet, there's no tracking for the returned item. The buyer escalated the claim and eBay sent me a message stating they've decided the case in his favour, but I do not have to send him a refund, however 'the case will still be counted when determining your seller standing.'

Despite the first item arriving in mint condition, buyer stated this in a message to me, the buyer still left me negative feedback because he wanted a refund right away for the damaged item.

And he left me a negative feedback for the 2nd item because I refused to send him a refund before receiving the returned item.

I'm also confused as to why the case was ruled in the buyer's favour.

I'm also pretty sure this buyer left me 1 star ratings for both items, because before he left feeback I didn't have any 1 star ratings. 

Is there anything I can do to get the feedback removed?

How does claims ruled in the buyer's favour affect my top-rated seller standing?

If the case was ruled in my favour would I have been able to get the negative feedback removed?

Here's the long version of my story:

So the buyer requested a full refund for the damaged item and I agreed as long as the item was returned. The buyer is located in Korea so I did some research and found that shipping the item back to Canada with tracking was pretty reasonable, about $6. I told the buyer to ship the item back and sent him a link to the shipping cost so he had an idea how much it would cost before going to the post office. More than a week later he messages me and states that it shipped it back but without tracking, he provides an estimated delivery time 10~15 days. 

So about 12 days after he sent me the message and asks if I have received the item back yet. I was at my computer so I get the message right away and immediately reply that it has not arrived yet. I leave my house to run some errands, while out I get a notification on my cell-phone that he's messaged me again  this time demanding that I send him a refund immediately. I don't reply right away as I'm busy and I figure this can wait a couple hours. However in the hour I was out he sent me 3 messages making the same demand.

When I get back onto my computer I send him a message through the eBay resolution centre stating that I could not send him a refund yet as I have not received the item but that I will send it to him as soon as it is delivered to me. 

Within the next hour he begins to harass me by sending message after message. In the span of 2~3 hours he sent 14 messages. Alot of these messages sounded threatening, he ended alot of them with the words 'or else'.

So by then I notice he's left me the 2 negative feedback. 1 for an item that he admitted arrived in mint condition in an earlier message to me. The second for the item he's demanding an immediate refund for. I called into eBay hoping I can at least get one removed since it was a clear lie, we communicated through ebay messaging so I have proof that he lied on the feedback. However the agent tells me that he can only hide the comment but he cannot remove the feedback and he cannot do anything about the 2nd negative.

So the next day the buyer escalated the claim and a few hours later ebay sent me a message stating that the case was ruled in the buyer's favour although I don't have to send him a refund.

[i*m-still-here]

I am guessing that ebay refunded the buyer.

When I read through your post I kept wondering about the damage to the dvd.

Was it something that could have been repaired, and if so would that have been worth your time and effort?

In other words............. did it really make sense to ask the buyer to return the damaged item?

[ninth89]

It was a collectible case, and it couldn't have been repaired. 

The buyer also bought the same item from a few other seller's so I wanted to make sure he wasn't claiming damages with other sellers as well.

[i*m-still-here]

So you asked the buyer to send you garbage in the mail?

I'm assuming  you were going to throw it out when you got it back since it was broken beyond repair.

Were you paying return shipping?

If not, then ..................... I don't want to say you deserved NFB, but ???????

It sounds like the buyer was really P_____ ed.

[ninth89]

It was a DVD/Blu-ray combo, which were not damaged and still usable  Only the collectible case was damaged during shipping.

The DVD/Blu-rays/Digital copy still had value to me. 

I wasn't going to let the buyer have the discs for free.

I did not ask the buyer to send back garbage.

The buyer was upset because I'm refusing to refund his payment before I receive the returned item and confirm all the discs are included. 

He stated it would take 10~15 days for the return item to arrive back to me but got upset after 12 days went by and it has not arrived yet.

[i*m-still-here]

OK...... I understand now.  The item did have value when returned.

Did you offer to pay return shipping or send a new case free of charge?

A partial refund would also have made sense in this situation.

It was not the buyer's fault that it was broken and so the buyer should not have been out money to return it.

The buyer was clearly very angry and not you're stuck with NFB.......... 2 of them.

I understand that you are saying that you only deserved one and that the second was left out of anger, and that was clearly wrong on the buyer's part

But that's what they do sometimes.

I doubt that it will be removed.