Buyer upset and left negative feedback but won't request a return
I sold a le pliage Longchamp bag - I had it advertised as an XL travel bag and listed the measurements in the listing. Apparently, it is the large size and not the XL. The buyer sent me a super-aggressive note accusing me of "scammed" him. I replied 10 minutes later, apologizing if I made a mistake in the listing, and that I would be happy to accept a return if he would please request one. He has not replied or requested the return, and just left me (my only one out of hundreds) negative feedback.
I replied to the feedback and requested a review by eBay - But what else can I do if the buyer won't respond or request the return? I am NOT a scammer, and having that one negative feedback is awful. I am more than happy to accept a return and issue a full refund. Help!
lillybelle!
OP8 months agoIf I make a mistake on the listing, I am happy to take returns - That is also eBay's policy. So he simply had to request the return, I would have accepted and refunded. That simple. Wouldn't you try to make it right or at least see what the seller has to say before calling them a scammer and writing bad feedback - Especially when the seller has over 500 pos. feedback?
frugalmarketplace
·8 months ago@lillybelle!
I would advise to change your listings to “accept’ returns. it isn’t that big of a deal.
I have few returns and none over the holiday. My feeling is..it is good business. I do have a couple of fine jewelry items that have “no returns †as the people in the authenticity department said I should have that in case of buyers remorse…They said the items would have to be as described to be authenticated , so a buyer couldn’t use that as a reason.
Just my two cents.
lillybelle!
OP8 months agoGood advice, thank you!
janet9988
·8 months agoYour listings state that you do not accept returns.
frugalmarketplace
·8 months ago@janet9988
As we know “no returns accepted†is not the case. We all take returns. 🤫🤫🤫
janet9988
·8 months agoThat is different than ebays MBG.
Well, this listing stated no returns.
If the seller would be happy to accept returns then the listing should state so and perhaps the buyer would have tried that route.
lillybelle!
OP8 months agoI emailed him 10 minutes after he sent me the note, saying I "scammed" him, and asked him to please request the return; I would approve and refund him. He hasn't replied. My point is, all he had to do was contact me, and I would make it right. Furthermore, I had all the dimensions listed on the listing accurately, so not sure he is even correct - But still would take the return.
frugalmarketplace
·8 months ago@lillybelle!
I really dislike the word scammer. Yes there are some, but you made an honest mistake. As the advice you have received …you have done what you can do…so you tried…I cannot imagine why someone wouldn’t just return it.
lillybelle!
OP8 months agoThanks, yes, I have done all that I can to try and make it right - Thanks again to all of you for great feedback! eBay has such a great community of buyers and sellers, and a few that aren't so great, too.
onefootflipper
·8 months agoMost of the time I would rather have a negative feedback than a return.
bonanza125
·8 months agoThe buyer should've returned the item for a full refund. Unfortunately you will get buyers who have an attitude and will accuse you of being a scammer which you aren't. Personally let the negative stand and don't respond to this person again. Block them. Logical and reasonable buyers which are majority will just write off that negative feedback as a buyer who has issues. There really isn't much else you can do. Ebay can review it but there can be a claim where you didn't describe it correctly so the feedback may stand. You can't please every buyer. As sellers we want to make sure every buyer is satisfied but in this case they have an attitude. Check there feedback left you may find they have a history of the same patterns of leaving negative.
kibble-net
·8 months agoBest thing to do is put the buyer on your block list, respond to the feedback professionally and calmly, something along the lines of "Customer satisfaction is my top priority. Unfortunately, the buyer declined my offer of a free return for a full refund."
The scarlet mark will roll off your scorecard in six months, in the meantime, if anyone with two brain cells sees it they'll figure out who was being unreasonable here. (And it was not you!)
gurlcat
·8 months ago@kibble-net I agree about blocking this turd buyer.
But the % score is based on the past year, not 6 months.
lillybelle!
OP8 months agoThanks, everyone, for your thoughtful replies. I guess it just stings when you work so hard to always have good communication and happy buyers. I make sure things are shipped quickly, offering (usually free, as in this case) USPS Priority and shipping within 24 hours. I package things thoughtfully, and always communicate well, thank the buyer, and add tracking numbers. I can't understand why someone would do this, and it seems there should at least be a rule requiring an attempt to resolve the issue before you can leave negative feedback and call someone a scammer - True sticks and stones, but ouch 😉
gurlcat
·8 months agoAccording to Google, this company appears almost determined to make their sizes confusing. And I'm still not certain which one yours was, as its length was apparently longer than any of these!
lillybelle!
OP8 months agoThis is very true, and I think that sizing changes over the years. I had the exact dimensions listed in the listing. The measurement length could have been how I measured it, since theirs is taken from the bottom, and I believe I measured mine across the flat bag.
Either way, if this buyer isn't happy, I am happy to take the return, but they won't initiate that or reply.
dhbookds
·8 months agoThey won't remove it because, as you admit, it's true.........You made a mistake.......as most of us have......and some have gotten negs for it.........nothing can change a mistake--refunds/returns, etc. it won't kill your business......
For the future.......Wait for a while to cool down BEFORE you answer a neg. Then view it as a chance to make yourself look good. Admit the mistake, no excuses.......state that you offered a full refund and return shipping and end with another apology.
Buyer is absolutely correct, and certainly has my apology. I have offered a full refund with return shipping, for a return.......again, I am sorry........I hate disappointing my buyers.
frugalmarketplace
·8 months ago@lillybelle!
Your response to the feedback was very professional and although that doesn’t help, you did the right thing.
I guess I would try and contact the buyer one last time and make sure to mention you would send a prepaid return label, and apologize one more time. Does the buyer know she can put the return package in her mailbox for pickup? maybe not.
Best wishes, you are obviously a good seller.
stainlessenginecovers
·8 months agoSticks and Stones....
The SUPER bright side is
1.) you have the $$ for the sale even though you erred the listing.
2.) 1 neg won't hurt you
3.) ebay doesn't even use/look at feedback for any type of metric
4.) most buyers don't look at feedback
inhawaii
·8 months agoSorry, at this point there is nothing you can do... except.
#1) Be more careful with your listings.
#2) Be more careful with your returns/refunds.
I know your first negative stings, but it will pass.
If it makes you feel any better, good job replying to that feedback.
I would have no problem buying from you.
Have a great weekend.
mamacassidy
·8 months agoUnfortunately, you're probably just going to have to live with that negative feedback. The buyer was unhappy with the bag they got. The buyer is not required to return it or to "resolve a mistake". Some buyers don't feel it's worth the time/ effort to pack an item up and send it back and wait for a refund.
I know you are not a scammer, because you admitted you made a mistake. And it sucks that they wrote that to you in a message. My guess is they were just upset and venting.
But technically, the buyer didn't break any rules with the feedback.