Requested removal of ridiculous feedback. Sometimes it works, usually not, so my hopes weren’t high. This is the very first time I’ve ever received a response that actually seemed to make sense, didn’t feel like a copy-paste, and had logic. I am actually quite shocked. Is this a little changing in the winds, or a one-time fluke? This was their response:
We have confirmed that the feedback on order ID 114-3308223-XXXXXXX does not meet our feedback guidelines. We have removed the inappropriate entry and the rating. When feedback is removed, we notify the buyer and allow them to make a one-time update to their feedback and star rating.
After reviewing your case, we found that you made a legitimate effort to help the buyer by providing a replacement part (a new key cylinder with keys) as agreed upon with the customer. Our investigation confirmed that you responded promptly and professionally to the buyer’s concerns, and you took appropriate action to resolve the issue. The buyer’s feedback regarding not receiving a refund for an item that was never returned does not accurately reflect the resolution you provided.
Since the buyer agreed to receive a replacement part instead of returning the original item for a refund, and you fulfilled this agreement, the negative feedback claiming non-receipt of a refund for an unreturned item was not justified under our guidelines. We have therefore removed this feedback as it does not accurately represent your seller performance.
Thank you for bringing this matter to our attention.