negative feedback received, when transaction was cancelled and buyer had been sending abusive mails

[qaisara]

Hello All,

i requested ebay to remove negative feedback posted by a buyer when transaction was cancelled as he didn't replied to my mails for 3 days. Later he started send me abusive mails

and then posted a negative feedback for transaction that was never completed. Seems like

robots are making decisions or people incharge don't even read the description of problem 

i provide. Is there a way to contact a customer service manager. All the abusive emails are still in my inbox and buyer is still on ebay,

Regrds

[cumos55]

If a buyer has not paid within 4 days, 96 hours, after a purchase an Unpaid Item Dispute is filed.

The seller waits another 4 days, 96 hours  and then can close the Unpaid Item Dispute,   if a buyer has not paid, and the transaction is cancelled.

This action follows eBay policy

Do a search on eBay for.....

Resolving unpaid items with buyers

[qaisara]

the issue is about hurling racial, religious, homophobic and personal abuse. I believe i followed other steps you mentioned.

[reallynicestamps]

Cancellations should only be used when there is a mutual agreement between members that the transaction should not continue.

The main reason for the seller is that the buyer , now a happy non-buyer, can leave feedback.

The main reason for the buyer is that a cancellation is not a part of his record, for good or ill.

Not meaning to victim shame here but"

transaction was cancelled as he didn't replied to my mails for 3 days.

Why did you need to ask him any questions at all?

If he paid, you ship.

If he did not pay, you send ONE reminder, I do this on day three after purchase, then open an Unpaid Item Dispute in the Resolution Centre at the bottom of this page.

He gets a Strike, which helps all of us sellers, you get your selling fees back, and he cannot leave feedback.

Later he started send me abusive mails

Help and Contact is at the bottom of the page. You will get a phone number and a PIN, as I recall, and you may be able to talk or have an online chat with a bored clerk in a call centre. The ones in Utah have horrible accents, but seem to have a little more ability to act on problems. Call them during US business hours.

The ones in the Philippines are a little smarter, call centres there are not a dead end job, but are allowed less autonomy. On the other hand, they do understand concepts like "Canada is not part of the USA", possibly because they have a cousin in Winnipeg.

The other useful practice is using your Delete button.

You know his ID and whether it is on eBay Messages or your own email, you can Delete without reading.

DELETE DELETE  DELETE 

[cumos55 · Accepted solution]

Contact Tyler  the Community Manager..   directly..... He could be your best source for help.... 

The following link will help you contact Tyler directly

https://community.ebay.ca/t5/Weekly-Chat-Session/October-28-2020-Weekly-Session/m-p/447367#M8142

[qaisara]

a non payment case was opened and then i cancelled the transaction after he didn't replied to it. It didn't make a buyer entitled to start hurling abuse in messages

[reallynicestamps]

Everyone agrees with you that abuse is unacceptable.

Since you know his ID and possibly his email address, when you spot those, save yourself some grief and delete them without opening.

Contact Tyler ( tyler@ebay ) which may help get the feedback removed and /or the scumbag disciplined.

But the reason he could leave feedback was because you did not complete the Dispute. When you ended it, eBay assumes the buyer and seller have come to a satisfactory agreement and FB is allowed.
Not vulgar or threatening FB though, just the opinion of the buyer on how the transaction went.

Comments on this part of your problem are meant to help you avoid similar situations in future.

[reallynicestamps]

Buyer can request to ship by non tracked service for a lower shipping cost of $7.50 USD at their own risk, I will not be responsible for any loss of package. Just sent me an email and ask for lower shipping option.

You run your business as you wish, and it is certainly allowable to offer lower cost shipping on request.

But you remain responsible for prompt delivery and if your lower cost shipping does not include tracking, you will lose any Not Delivered dispute a buyer might open.

In the coin business it is probably never a good idea to offer untracked shipping as a cheaper option.

I use untracked shipping all the time myself, but on high value items, I will upgrade to a tracked service just as insurance against "loss in transit". We don't have to have the buyer's permission to upgrade service as long as we don't charge for it.

[qaisara]

i normally don't send untracked, but what you do when item is 35 dollars and tracked option is only available for 60 dollars for a certain country. Recently i learned my lesson about it and i dont ship outside of Canada, US and few countries in europe. A sellers doesn't have to be a global seller. Ebay loses business but it saves seller from getting a financial hit all by himself.

[femmefan1946]

I normally ship untracked but today I'm getting a Tracked Parcel label for a US customer who haggled a little too hard over 35cCdn.

The sale was only $35 and shipping will be $15. Thank Ghu I have lots of discounted postage stamps!

I only Block four countries and two of those are for political reasons. But most of my sales are things that are not often stolen.