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False Feedback and Buyer Abuse
ETA due to the two threatening messages I received on my store face book page referencing this forum, I will be escalating this.
Hi Forum! I’m in a bit of a pickle because although I am not a very large scale seller
52 comments
kh-tuna
·10 months agoHi everyone,
We appreciate your participation in this discussion. However, the conversation has gone off-topic and has become a bit too heated. To help keep the community welcoming and constructive for all members, we're locking this thread from further replies.
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frugalmarketplace
·10 months ago@magpie_mulberry
What is the update …..ETA due to the two threatening messages I received on my store face book page referencing this forum, I will be escalating this.
Now please tell us what in the world does your Facebook store have to do with your post…
magpie_mulberry
OP10 months agoI’m not engaging with you here. Or anywhere.
frugalmarketplace
·10 months ago@magpie_mulberry
I wasn’t wanting to “engageâ€. This is your thread that was started, If you don’t like the answers ..don’t ask the question….Everyone here was trying to help you, but apparently you didn’t get the answers you wanted. most of the members of this forum have been around a very long time…and contrary to your feeling..all comments are meant to be helpful.
magpie_mulberry
OP10 months agoStop contacting me on this thread and elsewhere
adamcartwright
·10 months ago@frugalmarketplace
Looks like OP wiped out their entire original post and replaced it with the ETA?
So now there is no context to this entire discussion.
momtoabeautifuldaughter
·10 months agoYou need to go through your other clothing listings and add dimensions or you will probably be going through this again and maybe add 30 day returns.
chapeau-noir
·10 months agoThat response will do more harm than the 96% feedback. Anyone with a functioning brain will see that a small seller got one neg and that's the reason for the 96% - it wouldn't deter me. Unfortunately, they'll also see that response and decide to move on after all.
All I see from this is inspiration to improve processes - add measurements for clothing and initiate a return policy at least for that category.
kensgiftshop
·10 months agoThat's why it's important to provide some measurements in your listings.
christworks
·10 months ago@magpie_mulberry Two things can be true at once. You should have provided the actual measurements, and the buyer should have messaged you before buying to confirm the actual measurements since you did not provide them. It was wrong for you to not provide the measurements given how much you value your feedback, and it was wrong of the buyer to assume and not ask for them, particularly when spending so much money.
Likewise, both you and the buyer are ignorant over how eBay works. Your seller level is not impacted by the negative feedback you received. If your seller level status dropped, it is for another reason. You need to look at your service metrics to figure out why, so you know what you need to do to level up again.
You can't do anything about the negative feedback. Buyers are not required to contact you before leaving it. I think your reply could have been better. I don't think it is as bad as others do. If I were you, I would accept returns. This way buyers know it won't be a hassle to return something should there be an issue. It really isn't that big of a deal. In my experience you have far fewer issues, and many who open returns never return the item.
I get your concern because your feedback dropped to 96% and change. You can still come back from that, especially during Q4 and now that auto positive feedbacks are left. Keep moving forward and do your best to let this go. It is easier said than done, I know.
frugalmarketplace
·10 months ago@magpie_mulberry
A couple of things to remember:
You should put the measurements in your listings. That really is your responsibility. I have mentioned this more than once on this forum, All clothing runs differently. Secondly, your response to the feedback was not very professional, and it appears your “no returns†is only words. . Everyone takes returns. I do willingly and others do reluctantly…
I feel sorry for the buyer..she obviously didn’t know the “item not as described return reason†would circumvent her problem with spending so much for an item with a lazy AI description and no content that provide any information.
‘’I think you should contact the seller. Apologizing for any misunderstanding. Send her a prepaid label..Ask her to kindly remove the feedback, and issue a full refund.
Take it as a word of wisdom.
magpie_mulberry
OP10 months agoI contacted the buyer prior to shipping it, and twice after. Never once did she reply. And, although AI description was pre-created, I do edit every description personally.
frugalmarketplace
·10 months ago@magpie_mulberry
Change your return policy
Add Measurements
Don’t be emotional
That negative comment you left your buyer with a positive rating is just plain awful.
meme6253
·10 months agoThis is why I do not sell clothing, without a changing room it's a crap shoot!, Because the same size category can Very greatly by the designer & There is no way you can tell which size will actually fit the individual that you sell to.
adamcartwright
·10 months ago@meme6253
That's where measurements come in...
Once the seller provides measurements, the buyer's job is to compare the measurements in the listing to an item buyer already owns that fits well. That's how I buy clothing here on eBay. I measure my old clothes and compare.
I've had buyers admit they failed to read the measurements in the listing and be honest about initiating a "did not fit" return.
meme6253
·10 months agoStill another reason I don't sell clothing, Too much extra hassle. But thanks for the info.
tobaccocardyahoo
·10 months agoI am a seller.
I share the opinion of the other sellers who posted on this thread which is your response to the FB and FB for the buyer show that the negative feedback was probably deserved and that your response to the FB is worse than the FB.
I do not sell women's clothing because I do not handle conflict with customers well. I suspect you have the same issue and should reconsider what you sell.
Many of us find the online selling process to help us maintain a proper attitude to our customers, showing concern, empathy and professional attitude while seething. You apparently are less able to hide your feelings and perhaps should deal with people face to face. I could believe that you did better at it when you sold in-person.
momtoabeautifuldaughter
·10 months agoHow are you out any money? Sounds to me like buyer kept item and you kept the money?
kabilab
·10 months agoMagpie, I am only addressing one point of your situation, as I am completely ignorant as to selling clothing.
When I began accessing this board, while I had an extensive sales background, 55 yrs., none was online sales. I decided I would follow the advice of seasoned sellers and my second change was to jettison NO RETURNS and adopt 30 DAY with me paying the return postage; my returns plummeted.
If you are curious, my first change was to NEVER list/sell any item, the loss of which would create a problem.
magpie_mulberry
OP10 months agoThank you for your insight. I too, sold in-person for years before starting to sell on eBay a few years ago. I think written communication and ethical business is a dying concept, unfortunately, and this platform (along with the anonymous ‘experts’ that hide behind secondary profiles) only encourages the dissolution.
I appreciate your input and advice.
momtoabeautifuldaughter
·10 months agoWe "hide" behind these secondary profiles because we know what we say on the forums can sometimes be upsetting and someone may make a purchase out of retaliation.
I've worked too hard to maintain almost perfect feedback for over 20 years to have someone ruin it because they couldn't take the truth or criticism.
momtoabeautifuldaughter
·10 months ago1. You should have included measurements
2. Your feedback you left buyer is a violation, hope they know they can report it and get it removed and you receive a violation on your account for it.
3. Your listing had no returns so buyer was just following your terms.
4. Your reply to feedback just makes you look bad IMO
magpie_mulberry
OP10 months agoInteresting perspective. I see you are another buyer and not a seller. Best of luck to you.
momtoabeautifuldaughter
·10 months agoOh how wrong you are...LOL
I am a seller with over 50,000 feedbacks. This is called a buying ID or posting ID.
magpie_mulberry
OP10 months agoBest of luck to you 🙂
broto_64
·10 months agoI'm guessing this thread isn't turning out the way the OP was aiming.
ed8108
·10 months agoYou have received great feedback from your buyers, & overly concerned about this one neg
magpie_mulberry
OP10 months agoThank you. I think the thing that is bothering me is that the buyer has refused to communicate with me, and I suspect she tried to alter the item and was disappointed when it didn’t work - therefore she was unable to return to me if she wanted.
oh well. Live and learn (and blocking bad buyers) from here on out.
klhmdg
·10 months agoYour item was $599 or Best Offer.
You accepted a $400 offer - You are out nothing.
It doesnt matter what retail prices are. All you had to do was decline.
You got a Negative FB.
Buyers are not required to reach out to sellers ever.
Your item had "no returns"
The buyer took you are your terms and left negative FB instead.
If you had had even Returns accepted Buyer pays .... there may have been a different outcome.
Sellers should put all measurement in the description and take their own photos with a tape measure.
Dont use flowery AI for descriptions. It says nothing about an item.
FB can be left up to 90 days.
soh.maryl
·10 months agoDid the FB time limit increase while I wasn't looking? It used to be 60 days.
bonanza125
·10 months agoThere is nothing that can be done to get your negative removed. Ebay has decided that the negative stands. Yes I agree the buyer should have contacted you before leaving a negative feedback to work the situation out. They had a 30 day moneyback guarantee. I would advise you to change your return policy from "No Returns" to "30 days w/seller pays for shipping back." That way a buyer knows that you have a strong return policy and if there is a problem they know you can take care of it. Some buyers think "No Returns" means no working with them so they just leave negative feedback. Some don't want to deal with a return. I would also say to describe your item. Which also should state if the item doesn't fit you contact me. I wouldn't really worry about future buyers. There is no evidence that buyers won't purchase from you because of this.
dryophelia
·10 months ago@magpie_mulberry
Why wouldn’t measurements be mentioned?
If the buyer were to open a case for ‘not as described’, no matter your return policy, they will be refunded. Your buyer must not realize they are a few mouse clicks from a full refund and the possibility of keeping the item, based on the no returns policy.
The feedback you left for them goes against the rules. Sellers aren’t allowed to say negative things in a positive rating for a buyer.
Your buyer must not realize it could be removed if reported and you would get a ding on your account.
adamcartwright
·10 months ago@magpie_mulberry
It was not Buyer's responsibility to ask for measurements. Buyer is entitled to assume that this 14 fits like other 14s by that designer, with whom Buyer is familiar.
Because sizing can vary, you should have provided the measurements.
Your feedback reply isn't going to engender confidence in future buyers. It demonstrates that you respond in anger, shifting blame without understanding the issue.
magpie_mulberry
OP10 months agoWell, good on you for repeating the negative feedback. If a buyer is familiar with the designer, they would know that Sergio Hudson ‘slim’ is indeed ‘traditional’ sizing and not ‘vanity’ sized, and additionally- the direct designer’s model and item number was provided (we can’t provide outside links, therefore the information I provided was within the TOS) and therefore did provide access to measurements.
Buyers are repeatedly told they ‘provided incorrect measurements’ when they do, therefore providing ‘direct from the source’ data for a brand new, never worn item should more than suffice.
and yes, if a buyer has questions about a size, it is on them to communicate back and forth - not ignore communication and go directly to negative feedback.
magpie_mulberry
OP10 months agoAdditionally, you’re not a seller, so I’m confused why you’re answering on behalf of sellers?
momtoabeautifuldaughter
·10 months agoNewsflash.....people use posting ID's.
I use a posting ID, my seller ID has over 50,000 feedbacks
momtoabeautifuldaughter
·10 months agoFeedback will not be removed because there is no violations
magpie_mulberry
OP10 months agoInteresting concept. I didn’t know that was an option.
mam98031
·10 months agoOften times people use posting ID in the community. They don't want to risk their selling ID to those that may not like what they have to say and they retaliate against the posters selling account. I assure you it does happen.
meme6253
·10 months agoYes it does happen, Those are the unfortunate risks.
soh.maryl
·10 months agoActually, since eBayers can have more than one eBay identity, and some have several, one for selling, one for buying and one for posting here, for instance, none of us know whether someone is a seller only, a buyer only, or maybe both.
And the information offered by that poster was spot on.
kibble-net
·10 months agoIt is a numbers game. Some buyers will leave negative or neutral even though you did nothing wrong. Just reply professionally, and move on with your life.
Also, as the previous commenter asked, how are you 'out hundreds of dollars'?
ladybugmls
·10 months agoHow are you out hundreds of dollars?
magpie_mulberry
OP10 months agoBecause I accepted a very low offer and my seller status was knocked down based on one review. (Top rated sellers save on fees etc)
fern*wood
·10 months agoIt knocks down your feedback percentage, but not your seller status. Feedback isn't considered in that. I don't see that you are top rated seller, but that isn't due to the feedback.
If it really bothers you, have you contacted the buyer to see if they would like to return? I wouldn't mention the feedback to them, but if you do make them whole after getting the blazer back, they might revise their rating. I agree with others that offering a return policy and providing measurements can help avoid this problem.
magpie_mulberry
OP10 months agoHi Fern,
I was a ‘top rated’ seller before this feedback. I’m not sure what else could have changed it suddenly.
And yes, I sent the buyer a thank you ‘offer accepted’ message and then two following the sale asking if there was any help needed. None were replied to, and revision requests were ignored.
fern*wood
·10 months agoIn that case, probably nothing you can do but move on.
There is no feedback requirement to be a top rated seller. At first glance, it may be you haven't sold enough items over the past 12 months.
Top Rated Seller Program
adamcartwright
·10 months ago@magpie_mulberry
Accepting a very low offer was your choice and maybe your only choice, given the poor quality of the listing.
You showed only ONE photo of part of the actual garment, which is not even a full length photo. All your other photos are stock. You also used an AI description.
If you had put even minimal effort into the listing, you might have sold the garment for full price to a satisfied buyer.
At this point you should be thankful Buyer didn't initiate a return.
But the way you responded to the FB may inflame Buyer into initiating a chargeback.
I hope you learn from this to improve your listings because you have some nice things for sale.
luckythewinner
·10 months agoBecause I accepted a very low offer
You are not out "hundreds of dollars" because you freely chose the selling price.
Top rated sellers save on fees etc
You are not out "hundreds of dollars" because of a negative feedback. Feedback does not affect your Top Rated status in any way.
Does anyone have any advice on what to do from here?
Start including measurements in your clothing listings.
mam98031
·10 months ago@magpie_mulberry
"Seller Status" is not what you are actually referring to. You are referring to your feedback percentage.
You can find your Seller Status on your Seller Dashboard. Feedback is not used to evaluate Sellers each month. So while it may be problematic for you on your feedback page, it doesn't affect your seller stats.
The others are correct. It is the seller's responsibility to put measurements in their Description. So for the future I would encourage you to add them to your description.
The response you put on the negative feedback was an effort to blame the buyer for the issue. That is rarely a good look. Often times the response to a negative does more harm that the negative itself.
Did the buyer file a Request for Return? If they haven't, that says something and it isn't positive. If they can't wear it nor does it fit them, they should return the item for refund. Have they asked you anything about that? Have you taken a look at their feedback page. The most telling page is what feedback they leave for others. Sometimes you can see a pattern form where they do this to other sellers. Take a peek and come back and tell us what you see.
magpie_mulberry
OP10 months agoThe buyer has not responded to any messages, including those I sent prior to shipping the item thanking them for their purchase. They haven’t responded to additional messages and revision requests, and they never requested a return (I always accept returns and most of mine are within 14 days, so I’m not sure why it says I don’t accept returns. 🤷ðŸ»â€â™€ï¸)
I will look at what they left for others when I’m done from work
momtoabeautifuldaughter
·10 months agoI have looked through most of your listings and every one of them I looked at has No Returns.