Just received negative feedback for an item
I listed a "Used" tool for sale.
Buyer sent a message before the purchase and asked, "Is the tool complete?".
My answer was a quote from the actual listing "Here is what the description says “VALVE ASSEMBLY APPLIANCE HEAD FIXTURE FOR REMOVAL AND INSTALLATION OF VALVES (DASHER) Cylinder Head Mount tool - use the pivot arm to compress the valves on a four-cylinder water cooled head It appears this is 3 out of the 4 required for the complete set. (See pictures for details) It is missing the valve spring retainer collet!
I DO NOT KNOW MUCH ABOUT THESE TOOLS WHAT YOU SEE IS WHAT YOU GET! Thanks for checking"
My response was literally 2 minutes after buyer asked the question. Buyer purchased the item a few minutes later and I shipped the item the next day.
Here is the Negative feedback I received. "Tool is incomplete"
I attempted to contact the buyer through ebay message, buyer did not respond.
I sent a Feedback Revision Request to eBay and they denied the revision because " the buyer found an issue with the item that wasn't described in the listing. For this reason, the feedback was not removed."
So, I called the buyer. The buyer stated "It is missing the valve spring retainer collet".
eBay basically did no research and automatically found in buyers favor. I know this because when I called the buyer he stated that no one had tried to contact him through ebay.
I called ebay and was told I have to be more descriptive in my listings and let the buyers know that its not complete. I laughed, and said "how much more description do I need then to say ITS MISSING A COLLET"?
Very frustrating to say the least, the person I talked to at ebay was absolutely no help. He said he could send another revision request.
How does this issue get resolved?
nh_sales_lv
·6 months agoAt least you don't get Negs from the Bandidos like I do 😉
meme6253
·6 months agoYou left yourself vulnerable by stating you don't know much about the product, You just need to get it behind you & move on, My suggestion for future Listings is to find out as much as possible about any product you intend to sell prior to listing it.
mamacassidy
·6 months agoDid you send a feedback revision request to the buyer? Or did you use the automated feedback removal tool?
If you didn't use the automated feedback removal, I'd give that a try and I'd quote the policy:
And then I'd copy and paste what you said in the item description:
12345jamesstamps
·6 months agoTitle and / or description...is where you gonna mention 'incomplete'.
Would I respond to that negative feedback...no...because buyer can respond again to your feedback.
Just let it go.
Block buyer.
It's a lesson learned.
When a buyer ask a question(s)...even those that are already in the description...that's a sign that maybe just maybe 'should I immediately block the buyer before making the potential purchase?'
Send another revision request...no...I would never take advice from customer reps on the phone and I would never call them as well.
pickapaper
·6 months ago@screaminpontiac
I looked at the listing and quite honestly, I can see how a buyer could have overlooked the line about the valve spring retainer collet being missing. You have all these lines of verbage in capital letters but that line about the missing part is in lower case letters and kind of gets lost in there; it doesn't stand out. And then, if you just copied and pasted that whole description as a reply to his question, the same thing, the line would have gotten lost. And you have to remember that a lot of buyers are looking at listings on their phones so sometimes the descriptions are hard to read anyway.
buyselljack2016
·6 months agoToo late now, but.......................... if I have an item that I know is "incomplete or has defects" that issue is NOTED IN BOLD AND IN AN ATTENTION DRAWING COLOR 😊
You did you best replying to the buyer, but there can always be one out there that just does not get it.
bonanza125
·6 months ago"How does this issue get resolved?"
There is nothing to resolve. You received a negative feedback for an item not as described. Unfortunately Ebay doesn't remove feedback for item not as described. So you appeal for removal and were denied. Here is what you do reply to the feedback politely saying you told buyer that you didn't know through message if it was complete or not. One suggestion would be to change your return policy to 30 day returns. That could give buyers relief to know that they can return the item if there is an issue. Other than that wait a year and it will be off your percentage. The buyer should've worked with you to resolve this problem they were having but they didn't.
albertabrightalberta
·6 months ago@screaminpontiac
You've made so many mistakes and inconsistencies in your listing and terms that I'm kind of surprised you haven't had problems in the past.
You have the following in your listing, some comments multiple times. There are multiple "no returns" statements so why would the buyer request a return?
FWIW, it's YOUR responsibility as a seller to know what you're selling!
"I AM NOT SURE WHAT ALL THEY WILL WORK ON, BUT LISTED FOR THE PERSON WHO MAY KNOW AND NEED THEM!!"
"This is item is being sold as is!"
"THIS IS SOLD "AS IS" WITH NO RETURNS!!!"
"Used parts are sold as is, NO RETURNS!!"
"It is BUYER’S responsibility to verify proper fitment..."
"IF YOU ARE UNSURE THAT YOU WANT THE ITEM, PLEASE DO NOT BUY IT."
"WE CAN’T SURVIVE WITH UNNECESSARY RETURN COSTS."
"Sold As is!"
What you say here is NOT ALLOWED. You can't advertise a shipping service and switch to a different one! The buyer may have purchased because you advertised as you did.
"IT MAY BE A DIFFERENT SHIPPER THEN LISTED ON ITEM, IT YOU WANT A PARTICULAR SHIPPER, PLEASE NOT IT AT TIME OF PURCHASE!"
fern*wood
·6 months agoI would count my blessings they didn't return and not worry too much about it other than to look for a way to be even clearer in the future. If they missed your description, they may not have read your answer either. Crazy, but I think long responses are ignored or skimmed over so much, they miss the important parts.
Almost every time I sell something with a problem, I wonder if I made it clear enough. One thing I try hard to do is to mention problems in the condition box and hope it shows clearly up front for a buyer, even if they neglect seeing my description. I try to make it short enough to not need to be clicked. I notice many sellers don't fill it out at all. I see you did fill it out and mentioned rust, but nothing about it being incomplete and you put in fast shipping instead of incomplete. Just a tip to help avoid this problem in the future. I agree to also try to put incomplete in the title.
theanswerreturns
·6 months agoJust post a brief reply to the negative feedback and move on, it's not the end of the world and I think they do fall off after a year. Anyone who cares will read it and see that the buyer didn't read the listing. Sounds like he's not trying to get his money back or anything so count yourself lucky in that regards. Only other suggestion is maybe in the future put (incomplete) in the title if you know something is incomplete. Would be kind of hard for them to claim they didn't see that.
Honestly I would have blocked the guy when he asked that question. Anyone who asks a question that's answered in the listing is a higher risk for being trouble down the line.
hartungcards
·6 months ago"Honestly I would have blocked the guy when he asked that question. Anyone who asks a question that's answered in the listing is a higher risk for being trouble down the line."
That would result in you maxing out your Blocked Buyers List.
theanswerreturns
·6 months agoActually haven't had to block that many for that reason. Must be what I sell.
inhawaii
·6 months agoI disagree.
Just about every single question I get is already answered in the listing.
I would have to block everyone who asks a question.
I don't think being a little slow makes you a trouble maker.
jonathanbrightlight
·6 months agoI would avoid telling customers that you don't know much about what you're selling. If they're intending to take advantage of you in any way, that's a green flag for them to go ahead.
It's just a negative feedback, though. You're not out any money. I would let it go and focus on avoiding problems in the future.
You cannot send another feedback revision request, btw, so I'm sorry you got bad info there. It sounds like you did the feedback removal tool, which is fine, but won't necessarily lead to it being removed. A Feedback Revision Request goes to the buyer, though, so if they weren't willing to revise it wouldn't help you. Never send a feedback revision request unless the buyer has already agreed to revise, since you not only have a limited number to use, but it's a waste of effort and could even lead to them just revising it to add more negative comments if it annoys them.
klhmdg
·6 months agoYou could also have put it in large letters in the condition area. Not that it would have helped.
At this point, all you can do is respond to the FB left by the buyer - "buyer failed to read the description in the listing and the message sent that this was missing"
eBay will never call a buyer to verify anything.
I would never call a buyer either, unless the buyer requested, I call.
hartungcards
·6 months ago"How does this issue get resolved?"
You write a brief, professional response to the feedback and move on.