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Neutral Feedback , negative impact?
I received Neutral Feedback from a Buyer whose item arrived broken. I refunded them immediately.
They left me "neutral" feedback. This is my second such feedback reply in my 17 years of selling.
How bad is it to get neutral feedback? Harmful? No impact?
Both incidents I mention were from receiving a broken item, not like I could of prevented that... 😞
TYIA!
5 comments
house*of*paws
Mentor2 years agoHi @jeffcerreta04
It’s often the seller’s rely to the feedback that determines the impact a neutral feedback has on future buyers. Frankly, yours could have been better.
Dismissing the obvious fact that a seller’s packaging of items can reduce the likelihood of damage in transit doesn’t inspire confidence.
The buyer apparently was expecting the item to be packaged in a box OR buried in bubble wrap … as opposed to a bubble envelope. [You would have come across as much more professional (AND approachable) had you simply said how sorry you were that their item arrived damaged, rather than contradict their seemingly truthful statement. They DID mention how they appreciated your prompt refund.]
There is no time limit for replying to feedback. Maybe you can come here for advice BEFORE leaving a reply should this happen again.
jeffcerreta04
OP2 years agoThank you, I appreciate that.
FYI-I thought I was submitting a revision to ebay with that reply to them , not to them directly or I would of been more tactful.
Nice cat by the way!
But no answer to my original question, is neutral feedback harmful....is it?
God bless.
house*of*paws
Mentor2 years ago@jeffcerreta04
There is no tangible ‘harm’ as far as eBay is concerned.
Any ‘harm’ is in the subjective perception of future buyers who check out the seller’s feedback. A well-composed Reply can completely transform the effect of even a negative feedback. That’s what I was attempting to convey.
jeffcerreta04
OP2 years agoAnd also, just fyi for context- I was very polite and hospitable when she told me it was damaged, I immediately offered my sincerest apologies and refunded them. In that case most Buyers don't leave feedback at all. ,as you can see I have had over 5K transactions, so this was a rarity, but again, thank you for taking the time to respond.
J~
rfmtm
Mentor2 years agoNo a neutral has no impact, but I would post a reply to it anyway.