Buyer claims item is damaged - disputing feedback

Unfortunately Trade Me no longer get involved in these kinds of feedback disputes. Unless it's a clear or obvious breach of the feedback policy you may be stuck with it. If the photo isn't forthcoming you could try a feedback dispute due to "non-factual comments"

You could encourage her to open a dispute with Trade Me. That way everything is done officially and the buyer will have to prove the damage to Trade Me. The feedback might be removable if they then don't provide that proof to Trade Me or otherwise engage with the dispute process.

The other option could be to get the buyer to send you the item and you will make a full refund decision from there. That way you rule out the possibility that they are just "trying it on" to get a partial refund for a small or non-existent issue.

Kia Rana,

Sorry to hear you're going through that.

Feedback can only be contested within the first 45 days of the listing closing - Yes! it is worth you giving it a good try However TM will only remove the feedback if it does not comply to their Feedback policy - there may be a chance you can achieve having inaccurate details removed. Otherwise place your response to the feedback keeping it factual - Members will read it in good light if it is not ill-toward - All the Best - Cheers. 

Hi Rana. I would place feedback as S suggested, keeping it within the feedback rules but factual and stating the buyer would not supply evidence of supposed damage. You cannot refund without proof!I had a similar one a long time ago and was supported by TM as the buyer never provided evidence. You can also place a note under the feedback given to you so anyone who sees it can also see your side of the story..

It is always worth asking TM to remove feedback if it is unfair or untrue. You also have your buyers email to send to them. Good luck :)

Yes open a feedback dispute, as Callum says the best way to contest a feedback and have Trade Me remove it, it to prove it to be Non Factual. You will need screen shots of your emails, you cannot just copy them into a folder and send that any more. 

You should be fine, although it can take days for a feedback to change, if you want one removed, it is also best if you haven’t left one on them yet, Trade Me frown on Tit for tat, if you both have red faces against your names for the same trade, then T Me seem to view it as even, and don’t bother to remove either. 

I'm very disappointed with trade me. I sent photo proof of my email asking the buyer to show proof of damage and asked her to suggest a fair compensation. I provided a photo of her reply in which  said that she will try to take a photo.( among other aggressive statements)That's proof enough that she has falsely claimed i din not respond to her complaint.  That was a week ago. Still no photo yet "trade me" claims she hasn't breached any policy. Shame on you trade me. I'm going to be a whole lot less active on trade me from now on. This buyer has made 500 transactions and has 8 bad feed backs and 3 blue faces. Its speaks for itself- she is a poor trader.

Kia Ora Rana,

Round 2! - Don't give in too quickly here - TM's Policy:

We may remove all or part of feedback if:

• The feedback contains unfactual statements.

As you are contending: she has falsely claimed you did not respond to her complaint

Proof provided already in what you have sent in - You may like to make contact via the TM Live Chat facility so you can clearly discuss this fact - provide the service request case number so the Chat person can find your documents sent in easily - Cheers.

Well that was a waste of my valuable sleeping time! TM wants me t prove a negative!!!! Becuase she hasn't shown proof of the holes-. TM want me to show proof there aren't holes!!!! I no longer have the blanket with me. Im bitterly dissapointed. they could at least have compromised with a blue face.

I am Sorry to hear that Rana,

Every item one sells Must have full 1 piece Photo's explicitly showcasing the entire sides coming forward just incase this should happen again!

However that aside you are contending: she has falsely claimed you did not respond to her complaint - You have your returned email to her showing you did respond to her complaint and before her feedback was placed! - This is Not about Holes!

A TM Agent will get it as they have all the Proof you provided showing you Did Respond to her complaint! - I wonder if it's the very next person you Chat with!? - Cheers.

The first person I chatted to on live chat called in a second person to chat to me. They both declined to do anything about the feedback. The buyer already has 8 bad feedbacks ( 5oo sales) She clearly a problem. I pretty Much feel picked on/ sidelined by TM

Yes Rana I can imagine you do as they can't go against their own written rule which is exactly what they have done here. I would call in a manager at this point because it is their own Written Rule! - However I understand if it's a need to pick your battles situation for you - This is Not right or fair and needs to be addressed correctly. - Cheers.

How does one call in a manager?

Via Live Chat you request a Manager reach out to you by Email - You can write as much as you need via email response to the Managers initial email contact. - Cheers.

Rana,

You can also reply to the Chat transcript you would have received which has a Service Request number attached requesting a Manager review this case as they have gone against there own written Policy here. Proof required & supplied by you. - This also highlights doubt in the full feedback context from your Buyer which is in your favour. You have definitely proved doubt by supplying factual email correspondence here. Any response given you can rebut as you clearly have already. - Cheers.

Goal achieved. TM has removed the negative feedback. Thanks to you all in the community for all the advice and support. I would never have persevered without your advice.

Congratulations Rana! - It's great to hear of your Success! - Thank you for letting us know the Outcome here - Cheers 😊👍