Inceptions
1 BEST ANSWER
Accepted Solutions
Well, that's not how feedback works on eBay.
Buyer feedback is a way for a seller to provide another "thank you" for the buyer's business. Seller feedback is a way to let other buyers know about their experiences with a seller.
It's been this way since 2008 and the policy was put in place because too many sellers were leaving retaliatory feedback (which perhaps is the reason for your post?).
The reply you left your buyer won't help you at all as a seller as it makes you appear not to care about the buyer experience. Not many buyers would want to buy from a seller who doesn't care about his customers or resolve problems.
Perhaps your buyer didn't know what to do in his situation. You had a chance to help him, and once you did, the buyer would have likely been willing to revise the feedback. If you cannot prove delivery to the address shown in the Order Details, you owe the buyer a full refund - not a dismissive response.
Ask the buyer to open an item not received case. If you have tracking that proves delivery, then respond with the tracking number. If tracking does not prove delivery, you can issue a refund through the case.
Well, that's not how feedback works on eBay.
Buyer feedback is a way for a seller to provide another "thank you" for the buyer's business. Seller feedback is a way to let other buyers know about their experiences with a seller.
It's been this way since 2008 and the policy was put in place because too many sellers were leaving retaliatory feedback (which perhaps is the reason for your post?).
The reply you left your buyer won't help you at all as a seller as it makes you appear not to care about the buyer experience. Not many buyers would want to buy from a seller who doesn't care about his customers or resolve problems.
Perhaps your buyer didn't know what to do in his situation. You had a chance to help him, and once you did, the buyer would have likely been willing to revise the feedback. If you cannot prove delivery to the address shown in the Order Details, you owe the buyer a full refund - not a dismissive response.
Ask the buyer to open an item not received case. If you have tracking that proves delivery, then respond with the tracking number. If tracking does not prove delivery, you can issue a refund through the case.
Leaving feedback to say that the item was not received is an accurate description of the buyer's experience - it's not retaliation. Sure there are bad buyers out there. That has nothing to do with your situation. Failing to delivery an item a customer paid you for does not make him a bad buyer.
"The customer is always right" (even if he isn't) has been the motto used by good sellers for 115 years. It's as applicable today as it was back then. Every good company operates that way. The only difference between sellers is their delivery of customer service, and that's how buyers evaluate them. It's not how they handle the easy sales that defines a seller, it's how they handle the difficult ones.
I understand that you don't like the policy, but since it's not going to change, after 15 years, it's probably time to adjust to it.
