Buyer doesn't want to pay left me neutral feedback falsely saying I don't ship to his location

[namazu]

Hi all,

I encountered a buyer from Peru who doesn't want to pay for an item he bought.

He falsely claims I don't ship to Peru when I clearly told him I do, and sent him an invoice for international shipping to Peru. He even left me neutral feedback falsely claiming I don't ship to Peru.

How should I deal with the buyer and the feedback, which is clearly untrue?

Regards,

Jay

[gosimus · Accepted solution]

@namazu 

< sent him an invoice for international shipping to Peru >     

Without more details, I think that the buyer balked when s/he discovered how much the shipping would cost.  Or does Singapore have subsidized, cheap shipping like China does?    

< How should I deal with the buyer and the feedback >     

You left a good Reply to the neutral feedback.  That's about all you can do.  It sounds like this buyer wouldn't be receptive to a feedback revision request, so I wouldn't waste one of the few that are allowed each year. 

[tdumonde2014]

Did you cancel the transaction for non payment?

[theshoppingmom2]

@namazu  when I went to your listing and check what countries you ship Peru was not on your list. So if you were to call eBay Customer Service  for a one time courtesy removal  they might not do it. Also because the feedback left was a neutral it is not affecting your account at all, so the one time courtesy  removal will be better  used when and if you ever get a negative.

[namazu]

I did send a private invoice with worldwide shipping enabled. Now that you mention it, I wonder if there is a bug which prevents the buyer from paying? 

Thanks for your suggestion. I am trying to explain the situation to the buyer before I go to ebay directly - the language barrier is difficult though!

[namazu]

Not yet - I think it may be a misunderstanding so I'm giving the buyer the benefit of the doubt for now.

[namazu]

I actually sent a revised invoice with reduced shipping cost after confirming the package weight - I don't think it's a cost issue but I'm not completely sure. Still not cheap, standard EMS rates which is over $100 for priority.

Thanks for your suggestion. I think I'll try to talk to the buyer - perhaps there is a misunderstanding.

[tdumonde2014]

They are asking you to cancel the transaction. However, if you do ("Buyer Requested"), it won't remove the feedback. The only way to remove the feedback is to cancel for non payment.

[namazu]

Buyer responded and amended the feedback - it was a miscommunication/mistranslation. Thanks all for the help.

[tdumonde2014]

Glad it worked out for you. Next question would be, can you send military items to Peru?

[theshoppingmom2]

@namazu  so happy for you!!!