Buyer asked to cancel and left negative reply

[pickythrifterstore]

I've worked really hard to become a top-rated seller, and I achieved this status a few days ago. However, I just received my first negative feedback, where the buyer is clearly lying or perhaps confused. The buyer purchased an item from my store, and while waiting for payment, I politely and professionally messaged him, reminding that payment needed to be processed by a certain time to qualify for our same-day shipping services. The buyer then asked to cancel the order through the messenger, and I promptly did so using the buyer-requested cancellation option. The cancellation went through smoothly. Now, 2.5 months later, the buyer has left negative feedback claiming he never received the item. This is either a mistake or a lie. What should I do? Should I reach out to the buyer or eBay first?

[ebooksdiva]

Negative feedback won't do anything to your TRS status. Same day shipping only applies when the buyer has paid. Sending messages to buyers asking for payment is not necessary since eBay already sends payment reminders plus eBay allows 4 for payment after the 4 th day has passed you can cancel the transaction citing buyer didn't pay.  
Since the feedback you received doesn't violate eBay's feedback policy there is nothing eBay can do, reaching out to the buyer didn't turn out well the first time so I wouldn't go there.  What you can do is not send anymore messages reminding buyers to pay. 
You may want to set your fixed price listings as immediate payment required this will avoid situations like this in the future.

[chapeau-noir]

@pickythrifterstore  Try here first. I believe this one *does* violate feedback policy in that the buyer requested cancellation, which you provided. If it turns out that @ebooksdiva  is right and they deem that it doesn't violate policy, I would then simply leave a reasoned response like "Buyer requested cancellation, which was promptly given." eBay pesters buyers for feedback and they probably couldn't remember what they had done.

Also, agree with not sending the buyer payment reminders - they already get them from eBay. "Same day" is same day as payment, so it's moot anyway.

[albertabrightalberta]

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@pickythrifterstore wrote:

The buyer purchased an item from my store, and while waiting for payment, I politely and professionally messaged him, reminding that payment needed to be processed by a certain time to qualify for our same-day shipping services. 

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The buyer does NOT need to pay immediately for "payment needed to be processed by a certain time to qualify for our same-day shipping services." Your listing has one-day shipping so you need to ship within 1 business day of receiving the payment. 

Without IPR, the buyer has 4 days to pay and for you to rush him unnecessarily is/was unfair. Once he paid, you would ship within your handling time. 

IMO, you essentially forced the buyer to cancel when they really didn't have to do so.

[fashunu4eeuh]

Hi @pickythrifterstore 

The first neg can really sting, so sorry. Try not to worry it will hurt your sales or standing. It won’t. You are an exemplary seller. This is a very tame feedback from a brand new buyer who is likely not understanding how eBay works. It is not a reflection on you.

If the neg doesn’t get removed, you can always leave a calm, measured follow-up comment, so much the better. But hold off a bit until you decide what path you’d like to take. You’ll have plenty of time to respond.

If it were me, i would definitely reach out to the buyer, and make inquiries. Show your concern, reference the refund and show a screenshot of both their message asking for a cancellation and the refund “receipt” in your account ledger. Direct them on how to find their refund on My eBay et al.

Once the buyer is satisfied and understands the situation, i would only then ask them for a feedback revision. Do not lead with the revision, wait until the right moment when they are amenable. See link below with the how-to’s on feedback revision requests. 

https://www.ebay.com/help/selling/leaving-feedback-buyers/replying-feedback-received-item-sold?id=41...

Like the other poster, i rarely contact a buyer about payment. Not necessary. eBay allows a 4-day grace period, and sends plenty of reminders. When i run an auction once in a Blue Moon, I give the buyer 3 days more beyond that. If no payment is rendered within a week, then i reach out.

On day 8 if still no remittance, then i cancel (using reason “buyer didn't pay”), as well as give them a no-pay strike that goes on their record. Non-payment strikes can block buyers with 2 or more strikes from having access to those savvy sellers who set their Buyer Requirements up. For more info, see link below re: BR. It is one of the few seller protections available, well worth looking into.

https://www.ebay.com/help/selling/listings/creating-managing-listings/setting-buyer-requirements?id=...

If immediate payment is what you need, list your items as fixed-price with no Best Offer, and add the Immediate Payment Required designation. See link below for more info.

BTW, how much time had elapsed from purchase before yousent the reminder message?

Wishing you much continued success! Don’t let this one hiccup distress you.

https://www.ebay.com/help/selling/listings/creating-managing-listings/immediate-payment-works?id=415....

[broto_64]

Why send useless messages to any buyer?

As a buyer Ebay already emails me FIVE times for every order.
At least those I can filter but please stop telling me what I already know.

We're not stupid, even if you are convinced all buyers are.

[pickythrifterstore]

Thank you for your business! The item is ready for shipment. To ensure same-day shipping, please process the payment before 10 am EST today. Otherwise, it will be shipped on Monday. Looking forward to your response!

This was the message I sent. The buyer made the purchase on a Friday evening, and I sent the message on Saturday morning to see if I could process it before the weekend. At the time, I was a brand new seller focused on fast shipping. Do you think this made the buyer feel rushed to pay, or was it simply giving them options for when the item would ship?

He then replied asking to cancel the order and 2 months later left feedback stating, "never got them."

Yes, I'm new and still learning, but leaving a comment claiming you never received an item when the order was canceled is unfair and clearly intended to harm my business. Such feedback can make other potential buyers hesitant to purchase from me.

[movieman630]

Congratulations!  You've joined the club!  Once you receive your first unfounded negative you've officially joined the club!  You're a BIG TIME seller now! 

That's just your first THIS YEAR...  Buckle up, they're contagious.  When you get one, more are sure to follow!  This year has been particularly bad with Negative leavers. 

I too got one under the same circumstances.  The buyer asked to cancel, I did, they left a negative.  It's ridiculous and ruins your day but it doesn't have to anymore!

When you finally except that FB doesn't matter and that you're always going to have negatives showing if you reach a certain level of selling you'll feel much better. 

Accept it, own it, wear it like a trophy scar. 

Reply with facts when necessary, leave crazy speak for itself when it applies.  And forget about it.

[chapeau-noir]

@pickythrifterstore   Yes, I'm new and still learning, but leaving a comment claiming you never received an item when the order was canceled is unfair and clearly intended to harm my business.

It's important to take the personal out of the business - after all this time, I doubt the person half remembers what went on - it's buried in all the other daily stuff in life and was simply thoughtless. Even if something *is* meant personally (very rare), I don't take it personal. You're going to run into all kinds doing this, people with all kinds of agendas. 99% of the time, stuff like this is not directed sabotage. 

[redlinear]

Send a feedback revision request.   Explaining they asked to cancel.  And would they please revise the feedback.
They may never see it, or revise it.
But, at least you tried

[47acc_37]

Anyone defending eBay & blaming the seller are part of why eBay has become a garbage site to deal with these days.

[brightlightbookseller]

No, send a message asking if they would consider it if you're going to consider that route.  Never send an unprompted revision request.  You have a limited number, no need to waste them without confirming the buyer is willing first.

[brightlightbookseller]

Not one person has done that.

[fashunu4eeuh]

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@pickythrifterstore wrote:

Thank you for your business! The item is ready for shipment. To ensure same-day shipping, please process the payment before 10 am EST today. Otherwise, it will be shipped on Monday. Looking forward to your response!

This was the message I sent. The buyer made the purchase on a Friday evening, and I sent the message on Saturday morning to see if I could process it before the weekend. At the time, I was a brand new seller focused on fast shipping. Do you think this made the buyer feel rushed to pay, or was it simply giving them options for when the item would ship?

He then replied asking to cancel the order and 2 months later left feedback stating, "never got them."

Yes, I'm new and still learning, but leaving a comment claiming you never received an item when the order was canceled is unfair and clearly intended to harm my business. Such feedback can make other potential buyers hesitant to purchase from me.

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Your message to the customer is well done, unlikely to cause offense.  

Even so, it remains an unnecessary step. It may well have been the catalyst for reminding the buyer they wished to cancel. (There is a saying around here: “Don’t poke the bear.”)

You made a choice and followed your prerogative. The outcome was not advantageous yet you seem unreceptive to experienced advice after soliciting it.

Sometimes the path seems smooth—until one is upon it. The us against them position is one such trap in business. It rarely serves the better interests of buyer or seller.

[jbbowers12012]

Hi,  Dont' stress over this.  I know that getting that 1st. negative really stings - But, you have a good looking store with some nice items at fair prices. With the positive feedbacks that you already have you will be ok. Good Luck!  (J.B.)