Buyer misread ad. I accepted return, Paid for return label, he left Negative Feedback!

[cooldeals4u17]

I make and sell a small woodworking jig set.  I use a yellow tag to show the name of the product.  My ad clearly states that the "Yellow Tag" is not included.  Had a buyer complain that the tag was not included.  I replied that I could send him a tag but he opted to for a Refund Request, to which, I agreed to immediately.  I purchased the return label through eBay.  No Problem...  He leaves me negative feedback!  He did not read or comprehend my ad.  I've sold hundreds of these sets so it's not the ad.  What path can I take to ask eBay to remove this "Undeserved" negative feedback?

[myangelandmyprincess]

Why would someone care that it’s not included ?

[bonjourami]

A lot of people buy what they see, forget the reading..you've had two negs for not including that yelloe tag...you really should remove it from the pictures..those negs are probably not removable because you did include the tag in the pictures.

[cooldeals4u17]

Full disclosure...  The Yellow Tag hides how I've built the jig.  Without something covering the mechanism, many would use my idea to build their own.

[gracieallen01]

Look at the bright side, you didn't have an image of your car or 'best friend' in the photo! 

Some people don't read.

Some people just like to stir things up.

Some people like to be 'massaged (money usually helps, but don't do it).

However, you can always call CS, but don't hope too hard that they will remove it - buyer's opinion, and all that.

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@cooldeals4u17 wrote:

Full disclosure...  The Yellow Tag hides how I've built the jig.  Without something covering the mechanism, many would use my idea to build their own.

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Aw, yes, then there is that.  Think of another way.

[coolections]

Your neg was not from the yellow tag. Your neg was because the buyer wanted what was shown in the picture which was the step drill. You should remove the step drill because it makes your ad very misleading the way it stands. Also unless the rules have changed you are not allowed to show your contact info on the yellow tag. IMO you need to remove both the drill and the tag.

[emerald_door]

Sorry about the feedback.  I agree that it was undeserved.  However, I find that more buyers are looking only at the pictures and not reading the descriptions.  I agree with the other posters here.  I would redo that picture, removing the yellow tag and finding some other way to conceal your trade secret.  I would also remove the drill bit picture. 

[city*satins]

Agree with the other posters.

My additional comment:

never reply with something like this:

100's Sold, Never a single complaint! - Ad clearly stated what was included.

It's obviously untrue, since at the very least, the buyer who left the neg represents a single complaint.

It looks bad when sellers brag that they don't have complaints when responding to complaints.  

[luckythewinner]

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@cooldeals4u17 wrote:

Full disclosure...  The Yellow Tag hides how I've built the jig.  Without something covering the mechanism, many would use my idea to build their own.

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I can see why some buyers might think you are picturing a "retail product" but shipping a "knock-off" of it because it lack the "tags". (Not saying they are correct, just saying I can see where the confusion arises).

If it is imperative to include the yellow tag in the photo, why not just print a bunch of tags and include one in each package? I would have done that after the first complaint.

[just4posts]

So you received a neg because a buyer (or 2) didn't READ your complete description. What makes you think they are going to read the "negative feedback" diatribe in your description?! Don't be stubborn, do as you have been advised and you can remove the diatribe and avoid future negatives. Also, the sentence about what is not included is very small and at the end. It should be bigger, bold, and maybe in red (since you are against editing the ad). JMO

[swenson8781]

I agree with others, first, type in much larger print/font, at the TOP of your listing, and red font color (red is eye catching)  'yellow tag not included, for display purposes only'.  

Then secondly, remove all the info in your listing about negative feedback.  You are drawing attention to something you don't want attention for, no seller needs that, and it just doesn't look professional. 

For any listings, use just the facts, about the items included and their purpose/use.  Buyers obviously WANT to purchase your item, don't discourage them, or give them a reason to hesitate.

[marjen7102]

your response to negative feedback and your rent in your listing makes you look bad. If I was in the market for these products I would hit the back button in a hurry because you seem like a seller who is difficult to work with

[city*satins]

Whatever else you decide to do - if you're going to have a yellow object in the picture, it must NOT contain your email address.

If someone sees an email address in a listing, either in a picture or in the body of the text, and reports it to eBay, eBay will remove the listing and sanction the seller for appearing to be trying to sell off-eBay.

As for the 'no good deed goes unpunished'  pity party and the 'ex marine' stuff...lose that, okay?  It's a blatant attempt to play on people's emotions and buyers tend not to like that kind of text in a listing.

[ohnojoey]

People look at pictures, the unibit is pictured in a brand new package and it appears as part of the sale. Your disclaimer should be front and center, not later in a rant about buyers (the rant about buyers shouldn't be included in my opinion, many will not even read that).

I would show it something like this; 

S1911 Grip Making Jig Set
Unibit not included in sale and is pictured for informational purposes only.

Instead you say  "I choose not to remove the picture."

Fine, but I would think you will eventually get more negativity about this if the disclaimer is not on top.

Just my opinions.

[coffeebean832 · Accepted solution]

You have a couple of things to address here. The first is the tag.

- It is against eBay policy to include that tag in the image because it includes your e-mail address and encourages off-eBay sales.

- Create a new tag without your e-mail for your photos

- Print tags and include them with every purchase and you can avoid this issue going forward

- Buyer's complaint is that they thought the tag was a pattern? I don't know what led them to believe that, but eBay won't remove the FB because it's the buyer's opinion.

You include information about an old neg in your listing:

** Note:  I recently received a Negative Feedback from a Buyer because the Unibit pictured was not included with the set.  Here's how it was handled.  I refunded the buyer's money.  I also sent him a note apologizing for the confusion and advised him to keep the Jig set.  I also asked him to consider retracting the Feedback to which I received no response. 

I choose not to remove the picture.   It was posted sometime ago to show what I use to drill the stepped holes in the grip panels.  I was being sent several questions a week about what I used to bore the holes so I posted the picture to help guys with this, even if they didn't buy a Jig set.  I guess the quote, "Let no good deed go unpunished,"  comes to mind.

- Don't include this text, it makes you look like an easy target for a buyer to keep the item and get a refund.

- Remove the photos of the unibit, the lacquer, and anything else that's not included.

- State in your description what you used to create the items instead of putting it in the photos as outlined below. That can address the questions you were receiving without misleading buyers into thinking these items are included with the kit.

- Change your listing to use bullet points and put the last line of text in a more prominent position. Remove all the stuff about feedback

1911 Grip Making Jig Set. These jigs are designed to assist with all size 1911 grips -  Government, Commander and Officer's models. The set includes:

• A jig to hold your blanks firmly while you profile, sand and polish.
• A jig for correct angle and screw location on your blanks.
•  FREE blanks included - 1 set of Walnut, 1 set of Maple and 1 set of Cherry.
• Tips and "Tricks of the trade" worksheet.
  
• Jigs and blanks are cabinet grade and kiln dried wood.
• NO guns, finished grips, unibit, lacquer or display items are included.

I sell the Jig sets to share a fun hobby.  I am a former U.S. Marine and a 1911 addict.  I am also a Woodworker.  Combining the three, I came up with the Grip Making Jig Set.

Answers to frequently asked questions:

• I use Minwax Lacquer (item details) to create the high-gloss finish. Not included, sold separately.
• I use Irwin Unibit (item details) for drilling stepped holes in the grip panels. Not included, sold separately.