When replying to negative feedback...
Do you think it is wise or unwise to include...
"I wish you would have contacted me first before leaving me negative feedback"
-or-
"Buyer left this negative feedback without contacting me first"
-or-
something along those lines?
inhawaii
Posted 3 years ago · Edited 3 years ago·Last reply 2 years ago
25 comments
maxine*j
·3 years agoIF you feel the need to reply at all, I say think more along the lines of: I am sorry you were disappointed, but please feel free to contact me as it's never too late for me to try to make things right for you. Or, I am sorry you were disappointed, and I'd be pleased to have the opportunity to make things right for you. Neither of those is brilliant, but you get the idea.
Just my own take on things, so you're not seen as criticizing the buyer. YMMV.
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luckythewinner
·3 years agoIMHO too many seller here assume that 'working with the buyer'' (a replacement, a refund, etc.) is supposed to magically make a negative experience into a positive one. For many buyers who leave negatives, I do not think that is necessarily the case.
maxine*j
·3 years agoExactly. A refund or replacement doesn't turn a bad buying experience into a good one. The buyer still experienced disappointment, still had the hassle of contacting seller and opening INAD and so on, maybe missed a personal deadline for use of the item, perhaps regrets not buying the same item from another seller, et cetera.
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lindainteriordesign
·2 years agoThis was helpful to me for the future/TYVM.
brightlightbookseller
·3 years agoI would read that as accusatory language, and personally would not do it. I think it would reflect poorly on us as a seller.
soh.maryl
·3 years agoSince you asked, don't think I'd use either of those replies. And this is why: So many buyers come here and state that they received an item not as described, contacted the seller without opening a case and seller gave them a hard time about it, sometimes even dragging out the situation so that they lost their chance to open a case. And I do know that, as a seller, you would never do that. But that's the reason I don't suggest that the unhappy buyer contact the seller first.
vintagecraze50
·3 years agoIf I leave comment at all It usually involved a statement that reflects that we provided good customers service by allowing a return. If the neg is dishonest and unfair we may or may not reply by stating the facts of the matter with the item. Generally though we leave them alone because we have so many excellent transactions that a few that look bad do not hurt us at all.
gurlcat
·3 years agoLOL I would never reply to this question without knowing what the feedback said. In some cases it would be totally appropriate, others totally inappropriate.
inhawaii
OP3 years agoTo me, replying to a neutral/negative feedback is more to address future potential buyers than it is for the person who left you the feedback.
dqdistribution
·3 years agoIt is for future buyers. I think it's best to just apologize and invite them to send a message to discuss. (sorta implies they never reached out without accusing them)
chapeau-noir
·3 years agoYes - defending one's self or arguing with the buyer is a defensive position. Offering solutions is a proactive position and a stronger one.
natoman777
·3 years agoSo I have 1 negative right now... and what they say is totally off... so I replied.
I have done what you are asking here. Especially when they say something like, "hat didn't fit" or "not in as good of condition as I had thought." I say, wish you would have contacted me, I would have provided a return or partial refund.
Lately I am trying to refrain from replying to any feedback I think it does absolutely nothing. I think eBay wants us to interact in this way, but all it does is muddy the waters
byrd69er
·3 years agoForget it and move on. Oh.....and obliviously, do the 'old blockola.
simply-the-best-for-you
·3 years agoNo strong opinion either way. I don't think it matters one way or the other. I don't think it's unwise, but I also don't think it really helps anything.
fashunu4eeuh
·3 years agoHi @inhawaii
No, i would not, because i would not have wanted to leave anything that sounds as if i am blaming the buyer.
ten_o_nine
·3 years agoI would reply by saying "You're Welcome."
anasazirose
·3 years agoI received a neutral rating, but the comment was positive. I assumed it was a mistake, replied that I was glad they liked it, left positive FB, and sent a message asking if they could change it. I didn't get a reply nor was it changed.
In response to Neg FB, I would reply, 'sorry u weren't happy, items are returnable" or 'sorry u weren't happy with the item, you've been refunded"
Or, 'Any unhappy customer can contact me at any time to make things right'
sin-n-dex
·3 years agoI've never replied to a negative feedback... but I always send them a message letting them know I saw the feedback and I would "have appreciated it if they contacted me first to resolve the issue rather than go straight to publicly posting something negative on my profile".
The idea is to shame the behaviour of going around leaving negatives, especially on issues that can easily be resolved.
C.
12345jamesstamps
·3 years agoI would leave nothing. Because other buyers can read it. Buyers know there are nutty buyers out there.
Leave well enough alone. I would try my hardest in those 30 days to try to get buyer to change it of course.
my_boston_baked_beans
·3 years agoI recently was the recipient of neutral feedback(as you can see), and it stung like a bee! I felt it hurt my reputation, hence the reply incorporating the verbiage you are debating.
I asked my husband, and his comment "you got their money didn't you?".
For me that wasn't good enough as I felt I needed to defend my reputation.
fern*wood
·3 years ago...and it's gone!!😊 I would never add either of those comments, since that isn't a requirement.
nick101902
·3 years agoI've left that for a neutral, I honestly wish the would have contacted me, give me a chance to make it right.
My negative feedback happened after giving buyer a full refund, that still doesn't sit well with me.
sakic92710
·3 years agoExactly. All 3 of the negatives I've received are from buyers who got refunds. The last buyer got his item & a full refund! WHO deserves the negative????
simply-the-best-for-you
·3 years agoJust b/c the buyer rec'd a refund, does not make it a positive experience for them. It's still possible the item was described incorrectly or took forever to ship or the seller switched the class of shipping & pocketed the difference. Not saying you've done those things, but they have all happened to me as a buyer & you bet I still left NEG FB.
pjcdn2005
·3 years agoI don't think so although I know a lot of sellers do write that. In some cases the buyer doesn't want to bother with returning an item or even talking to the seller, they just want to comment on how they felt.
Btw, I like the reply you left for the recent neutral.