Buyer left me negative feedback without contacting me first!Also item is not marked as delivered (?)

[gretschwhtfalcon]

I have always been proud - like many of us - on maintaining a perfect feedback score. I sold a container of pool chemicals to a guy. By now it should have been delivered but is not indicated as such. And yet, he must have gotten it since he gave me negative feedback which simply said "packet was open...."  I'm not clear at all on what he means and so just contacted him asking him to clarify, stating I'd really like to work together to clear this up so that I can restore my perfect feedback. It's most upsetting. If I'm not mistaken, before issuing negative feedback I believe eBay even questions as to whether or not you're certain you want to do this and maybe should contact the seller first, etc. Can't recall the exact wording that comes up. I'm certain the lid was on tight. The pool tablets within the container are all individually wrapped, and the container itself was well secured with all sorts of packing material. Box was securely taped. Unless damaged in shipping, I can't imagine what I would have done to justify this feedback. Any suggestions at this point? Suppose I don't hear back from him? Can eBay look into this further. And why isn't it marked as delivered??  Thanks for any help. I've never encountered this situation before. 

[comics-scifi-collectibles]

@gretschwhtfalcon   I think that the problem is that the buyer looked at the picture and expected 16 tablets even though you mentioned several times that it's 10 tablets.    I would have covered the quantity on the container in the picture with a 10 that was obviously handwritten

I would have said 10 tablets ONLY in the title

"There are 10 remaining tablets out of the original 16."

Buyers are not required to contact a seller before leaving feedback.  It would be nice if they did.  

[gretschwhtfalcon]

I clearly indicated, in bold print, that it's a partial container that has 10 of the original 16 tablets. That seems pretty self-explanatory and clear.  I understand what you're saying, but the title DOES say partial container of 16 tablets. If the guy bothered to read any further I think it's pretty obvious. Also, under "condition" I said:  "The only reason this is designated as "used " is because the container was opened and I used 6 of the original 16 tablets. 10 remain."  That seems pretty clear to me. 

Besides, not sure that's even the issue. He says "the packet was open"..... What packet? The box? The container? Was the wrapping loose on one of the individually wrapped tablets?  AND...why is the item not marked as even being delivered???  What's he after...hoping for a refund in exchange for expunging the feedback?  Sorry but I'm annoyed. I would NEVER do this to a seller without contacting them first. 

[comics-scifi-collectibles]

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@gretschwhtfalcon wrote:

I clearly indicated, in bold print, that it's a partial container that has 10 of the original 16 tablets. That seems pretty self-explanatory and clear.  I understand what you're saying, but the title DOES say partial container of 16 tablets. If the guy read any further I think it's pretty clear. Besides, not sure that's the issue. He says "the packet was open".. What packet? The box? The container?  AND...why is not marked as even being delivered???  

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I am not saying that the buyer wasn't blind.... they obviously are.  I am just taking a stab at what the issue might be.  

Buyers often only look at pictures and don't bother reading, or when they do read they don't comprehend.  

I had a buyer purchase one of my items and even said in his neutral feedback that it was his fault for not reading the description and looking at the pictures more carefully, he thought it was a different star trek toy.  DUH!   He did revise the feedback when I requested it.  

EDIT TO ADD:  The tracking not showing as delivered has been reported by a few other sellers today.  I think that there currently is a lag between the postal services and eBay that is greater than normal.  

[gretschwhtfalcon]

While a member of eBay for several years, I saw that this was only his 4th transaction on ebay. Hate to be prejudiced and politically incorrect, but if you look at the buyer's name, it's highly likely english is not his native language, which would lend itself to the comprehension or lack of reading issue you refer to. 

So, anyway, if he doesn't respond...is that it? No further recourse?  I'll gladly refund his money in exchange for the feedback score. 

[luckythewinner]

Buyer left me negative feedback without contacting me first

Buyers are not obligated to contact sellers before leaving feedback. 

he gave me negative feedback which simply said "packet was open...."  I'm not clear at all on what he means 

It sounds to me like he did not read the listing and is upset that the package had been opened. 

Suppose I don't hear back from him?

Then the feedback would remain unless you can convince eBay to remove it. 

Can eBay look into this further.

eBay does not mediate feedback disputes. They have a feedback removal policy, but it does not claim to remove unfair or inaccurate feedback. 

And why isn't it marked as delivered?

That is entirely on the shipping carrier you chose and eBay - it has nothing to do with the buyer. 

[gretschwhtfalcon]

Not reading the listing doesn't justify issuing a negative feedback although I realize this is likely the case, as I'm sure it was securely packed. So when he says "packet was open" he probably does indeed mean that it was not sealed as he expected and it didn't have as many pieces as he expected. So unfair though not to even contact me. I reached out to him...so see what happens. You can bet that I'll be contacting ebay if I don't hear from him. 

[the*dog*ate*my*tablecloth]

Don’t put 16 items in the title if there are not 16 items. You are partly responsible for the misunderstanding.

[gretschwhtfalcon]

I understand and can accept that, but I figured "partial" container of 16 items clarified the situation, and if it didn't, what I listed under "condition" and, even moreso, in the actual description, clearly explains what is in the container. He simply didn't bother to read it IF that is indeed the issue. I have no idea what he means until he contacts me and explains further, if he even chooses to. I'll definitely pursue it though ebay if need be. I even used bold print in a different color saying there are TEN tablets remaining out of the original 16. What else need be said??? I replied to his feedback indicating that he likely misread the listing, etc. 

[gretschwhtfalcon]

My listing info starts with this:   Here we have 1 partially used container of Aqua Finesse Pool Water Care Tablets. There are 10 remaining tablets out of the original 16.

I mean, come on....I'll accept that the title could be misconstrued, but who buys an item solely by just reading the title?  Apparently this guy does. 

[the*dog*ate*my*tablecloth]

That wasn’t in the title. You promised 16 in the title. It is sometimes challenging to read the description on the app. 

[moondogblues]

To me 'partial container' of 16 items really does sound like there should have been 16 there.  Perhaps '10 left' or something, also in the title.  Or 10 of original 16?  Anything to attempt clarification.

[fashunu4eeuh]

Hi @gretschwhtfalcon 

Sorry about your feedback score.

What’s important right now is to wait for a cooler head before replying to the feedback left. That one feedback is not going to hurt your sales in any way, that is unless an unfortunate response is left. Buyers know that there are some who can’t be pleased or reasoned with or are outright incapable of understanding. 

One lame negative doesn't have the power to impact your sales. But a less than optimum reply could potentially hurt your standing in future buyer’s eyes in a far more damaging way. I can see that you are quite upset, so much so you are questioning the buyer’s ethics, perhaps unfairly so. 

The follow-up response to negative feedback is one of the most valuable pieces of real estate on eBay. That’s where future buyers will evaluate a seller’s handling of a buyer issue. If you sound defensive, blaming or accuse the buyer of scamming, or sound angry, that could indicate you are not concerned about the customer’s problem.

The follow-up comment isn't for defending oneself, it is far more powerful to go on the offense, to showcase customer service abilities. Something like “We regret you are unhappy with the transaction, please contact us.” indicates an interest in resolving the issue without assigning blame. 

As an exemplary seller, you got this. Work with the buyer, and once you are sure he is amenable, send the Feedback Revision request. And if unable to reach him, or he is recalcitrant, then use the follow-up comment. Either way, that negative cannot upset your apple cart—unless you let it. Good luck.

[no-plain-white-envelopes]

Sorry to say this , but buyers rarely read anything they buy it is mostly based on photos. Sorry you got dinged and coming here most of the time you will be criticized for how you list your items. Maybe due to covid you can get ahold of a EBAY rep and get it removed stating that you did say there were only 10 items in the container. NEGS stick . a rebuttal to the FB could state buyer did not read description.

[gretschwhtfalcon]

Thanks for your kind and very balanced thoughts. I may have goofed by already responding to the feedback with the following:   "I suspect you misread my listing, which says there are ONLY 10 tablets, not 16."    I don't consider this being defensive but rather just stating a fact. I jumped the gun on this out of emotion. I see what you're saying, about indicating regret for being unhappy, etc. but to be very honest when I read stuff like that in responses to bad reviews - such as a stay in a hotel on trip advisor, etc. - it doesn't impress me in the least cause it doesn't really mean anything. I should have waited, however, since I don't even know WHAT the complaint is. Perhaps the box was torn open. My messages to him were very much of the tone that you suggest I convey in a feedback reply.