1st Neutral Feedback, buyer has not received the item yet? How Should I respond? Ship it?

[gadgethound]

Two days ago (Saturday) I sold a Bialetti "3 Cup" Moka pot espresso maker.  Yesterday I got an Email saying he would keep it but was disappointed it was so small.  I understand that people used to Americano size cups may be disappointed with Espresso cups (which Bialetti says are 1.4 oz) so I put the actual ounce capacity (4.3 oz) and the size of each cup (1.4oz) in the listing 3 times.  Bialetti Calls it a 3 Cup on the box, so I cannot list it as something different.  The buyer's feedback states the 3 Cup Bialetti Moka Express (a different model) has much more capacity. That is false, they both hold 4.3 ounces. 

 I just received my first neutral feedback and he has not even received it yet.  It is supposed to go out today and I offered a refund but have not heard back.  I have to ship today to avoid being late.    Should I hold on to it until I get word back?  How do I respond to the feedback and avoid dealing with this person again?  

[coolections]

Geeze. He did no sabotage anything. It was a review that the pot did not hold as much water as they expected. Nothing more, nothing less. OP a neutral won't hurt you at all and will actually help future customers to know it is small size. It will reduce future headaches in the even someone else also thinks it is larger than expected.

[gadgethound]

I have an update that makes me think the customer's issue confusion.   When I did not get a response from him yesterday I shipped it and it should arrive Friday.  

Today the customer messaged: "I’m happy with it. Thanks for the clarification."  (which I think means he did want me to ship it). 

10 minutes later I receive another message that says, "I’m returning a Bialetti 1 cup aluminum pot still unopened today. I have the mailing label you sent me. I’m bringing it to the post office today. Thank you."   He has not received mine yet, and I did not send him a mailing label  So, confusion.   

Next week if there are no new developments I will request he change the feedback.  I will let him know it would be much more effective to post an eBay review of the model to warn others.  This is the only Bialetti I have ever sold so telling my customers will not get the word out.    If he will not change it,  I will post a short professional response like several suggested here.

[bearswatching]

What is a “fake email “?

[vintage-camerastuff]

Since he paid and already left feedback you should ship it so he can sip it.  He can't leave feedback again.

[buyselljack2016]

Buyer can only change feedback by you sending a revision request. They can't " just change it".

Message with them, and clear up the confusion.  Let them know that they do not even have your item, and are confusing it with another purchase.

[froggyjump]

Sorry it's an anonymous email address. Or a temp email address could be used such as temp email  or throw away email.

[froggyjump]

That's a stretch. Anyone can see the feedback left is for the person, not a product. He has 12 feedbacks himself already, this isn't a brand new Ebay customer.

However just cancelling the order with the reason of Seller wanted to cancel might be good. Clearly he's confused and having second thoughts, and it's sabbotaged an otherwise good ebay account, so it might be good to do that. I don't have much experience with it so other Ebayers could probably tell you the cons to it.

[froggyjump]

I am glad it worked out. Or there is a light at the end of the tunnel. Often I  google their name and address before going forward. I don't know how to do a feedback revision request so he may have issues with it. It seems much easier to just contact ebay for the removal since it's pretty much a shoe in. Happy Tuesday to you

[jhr-4800]

I have deal with this kind of buyers in the past.  In my case, I just cancel the sale.  Reasons for canceling the sale, issues with buyers address.  I do this for couple of reasons,

1.   Buyer has left feedback before getting the item. 

2.  Buyers like this, will use bought item for a review and return item. 

Because I have Free Shipping, Free Returns, I am the one that will be out of shipping fees, and ebay fees, not the buyer.

Good luck in your seller's journey!

[chapeau-noir]

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@froggyjump wrote:

That's a stretch. Anyone can see the feedback left is for the person, not a product. He has 12 feedbacks himself already, this isn't a brand new Ebay customer.

However just cancelling the order with the reason of Seller wanted to cancel might be good. Clearly he's confused and having second thoughts, and it's sabbotaged an otherwise good ebay account, so it might be good to do that. I don't have much experience with it so other Ebayers could probably tell you the cons to it.

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Yes - leaving a product review for feedback indicates that they don't know how to use feedback.  Still.

[chapeau-noir]

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@gadgethound wrote:

I have an update that makes me think the customer's issue confusion.   When I did not get a response from him yesterday I shipped it and it should arrive Friday.  

Today the customer messaged: "I’m happy with it. Thanks for the clarification."  (which I think means he did want me to ship it). 

10 minutes later I receive another message that says, "I’m returning a Bialetti 1 cup aluminum pot still unopened today. I have the mailing label you sent me. I’m bringing it to the post office today. Thank you."   He has not received mine yet, and I did not send him a mailing label  So, confusion.   

Next week if there are no new developments I will request he change the feedback.  I will let him know it would be much more effective to post an eBay review of the model to warn others.  This is the only Bialetti I have ever sold so telling my customers will not get the word out.    If he will not change it,  I will post a short professional response like several suggested here.

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I had a buyer like this.  They ordered several different separate bundled orders down through a couple of weeks (I have a lot of repeat buyers and people who order multiples so this was no big deal).  But then got the purchases from me hopelessly mixed up, wrote me about one purchase using the ASQ from another purchase, confused three different shipments, apparently had one box of items stolen from her porch (or never delivered) but wrote to tell me under yet ANOTHER order, gave me two negs showing solidarity with me for the USPS skroo up (I got the negs removed), left feedback for an item she said she had never received and then, at the end, told me to "please be more careful with your orders." 😣  I could barely keep up. 

Hopefully your buyer will realise his mistake. 

[justafemster]

You should be able to have that feedback removed, especially since the buyer hasn't received it yet.

Personally I'd cancel and eat the $0.30, then block them.  

[soh.maryl]

If the buyer has not received the item yet, how could he have determined that it is too small?

[femmefan1946]

Espresso not expresso.

Pressed not fast.

[chapeau-noir]

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@farmalljr wrote:

I'm a coffee drinker. I enjoy expresso too. Most of us call expresso "shots" because a "cup" of expresso is much smaller than what Americans are used to, what a "cup" is. There are such things as expresso cups, and they are very small (think kids tea set). 

I don't think the buyer understands expresso, or how internationally, it's referred to. They just wanted something that looks "trendy". 

As jolted as expresso makes me, I'd hate to think of drinking 3 American sized cups of it. A good shot in a Latte makes me sweat, where I can drink typical dark coffee and not skip a beat. What this buyer was thinking, who knows? But they probably are not expresso drinkers. 

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I drink espresso daily - it's basically the only coffee I drink, three shots in the morning.  Two espresso shots (doppio - 2 oz) has around 80 mg of caffeine.  One cup of coffee has about 120 mg of caffeine (about - depends on how strong you drink it, size of cup, etc.).  Regular drip coffee actually has more caffeine.  It may be the concentration that gets you going.  Sometimes it's nice to have a longer pour, though (i.e., a regular 12 oz cup of rich drip).

Living in the Pac NW, we drink so much coffee that the waters around Puget Sound has detectable caffeine.  Sometimes I do feel that there is too much blood in my caffeine system.

Mmmm...doppio.