Challenging factually incorrect feedback

[tonal21wvj]

I have never had anything but positive feedback until today.   I received Neutral feedback from a buyer complaining that I had shipped an item (quickly) in the original vintage box and "ruined the box".   My listing EXPLICITY stated that the item would be shipped in its original box.  In order to not mar the original graphics, I placed the label on the bottom of the box and carefully taped the lid so no tape went through any graphics.  The buyer was able to write several lines about this and I was only give one line to refute her erroneous claims.  How do I address this?  I can't find a number for eBay anymore to speak to someone directly.  Thank you.

[mtgraves7984]

So you didn't put the original vintage box into another  box before you shipped? Ouch.

[dryophelia]

@tonal21wvj 

You should have placed the product and it’s box inside a shipping box. My feedback may not have been neutral, if I’m honest. 

I certainly would have opened a Not as Described return case. 

The original box on a vintage item can add 50 to 100% to the value of the item itself. With tape and a postage label now permanently affixed, it’s worth nothing. 

[releasethekraken_1]

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@tonal21wvj wrote:

I have never had anything but positive feedback until today.   I received Neutral feedback from a buyer complaining that I had shipped an item (quickly) in the original vintage box and "ruined the box".   My listing EXPLICITY stated that the item would be shipped in its original box.  In order to not mar the original graphics, I placed the label on the bottom of the box and carefully taped the lid so no tape went through any graphics.  The buyer was able to write several lines about this and I was only give one line to refute her erroneous claims.  How do I address this?  I can't find a number for eBay anymore to speak to someone directly.  Thank you.

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Really bad idea, even if you stated that in your listing. A shipping label and tape? Wow.

[pjcdn2005]

From your listing...

Will be shipped in its original awesome looking box.

To many people that could just mean that you will be including the box, not that you will be shipping it without any extra packaging to protect the vintage box. Sorry, but I don't think that the feedback was factually incorrect.

[inhawaii · Accepted solution]

I'll have to side with the buyer on this one.   If the original box was so awesome and was actually a selling point, then why would you ship it that way? That makes no sense.

Yes, you mentioned that it would be "shipped in it's original box". I would take that to mean the original box is INCLUDED not that you're going to ship it in it's original box with tape and a address label stuck to it. 

Be thankful you got  neutral and not a negative.  As far as responding to the feedback, most old-time sellers will say not to. It only draws attention to it.  Just let it slide. It doesn't affect your feedback score and will go away in a year. 

[itsjustasprain]

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@tonal21wvj wrote:

I have never had anything but positive feedback until today.   I received Neutral feedback from a buyer complaining that I had shipped an item (quickly) in the original vintage box and "ruined the box".   My listing EXPLICITY stated that the item would be shipped in its original box.  In order to not mar the original graphics, I placed the label on the bottom of the box and carefully taped the lid so no tape went through any graphics.

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Your description says 'Will be shipped in its original awesome looking box.' It probably looked a lot less awesome when it arrived - especially with a modern shipping label and packaging tape all over it. 

People are going to assume that your shipping will protect the awesome looking box by putting it within another one - not ruining it with modern day stickers and tape. 

Buyer says 'The spice rack arrived really quickly, but I was a bit disappointed on how it was shipped. It was shipped in its original packaging, therefore ruining the vintage packaging because it was taped up and had a shipping label on it.'

You were fortunate enough to escape with a Neutral that will not ruin your feedback percentage. You owe the buyer an apology rather than an attempt to remove factual feedback that does not appear to be factually incorrect at all.

[lacemaker3]

@tonal21wvj ,

Okay, right.

You took a major chance, and shipped a vintage item in the original box.

Yes, you said that you were going to do that in the listing. I reviewed the listing and I see that you did.

So, the item was damaged during shipping (because you didn't package it appropriately, or perhaps because of the way you packaged it) and no longer matches the description. You think your buyer is supposed to accept that?

Sorry, no. You have to deliver the item in the condition you described. You didn't do that. You shipped it in a manner that anyone could easily have predicted it would get damaged. What were you thinking?

Sorry, no. You have no case. The buyer's feedback is perfectly valid. And expected. And preventable.

[bonjourami]

Nothing erroneous about her claims, you messed up..the buyer could have bought this for a gift, who knows?

[silverstatetreasureboxes]

@tonal21wvj 

Oh that makes me sad. You did a very good job with this listing too. Original old packaging like another poster stated, is very important to the preservation of said item. Sorry, but I must agree with others on this mishap. 

[tonal21wvj]

Thanks to you and everyone else for the feedback.  I didn't think what I did was incorrect but given the unanimity of the replies, I stand corrected.    

[tonal21wvj]

Thanks for the feedback.  

[vintage-car-magazines]

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@tonal21wvj wrote:

I have never had anything but positive feedback until today.   I received Neutral feedback from a buyer complaining that I had shipped an item (quickly) in the original vintage box and "ruined the box".   My listing EXPLICITY stated that the item would be shipped in its original box.  In order to not mar the original graphics, I placed the label on the bottom of the box and carefully taped the lid so no tape went through any graphics.  The buyer was able to write several lines about this and I was only give one line to refute her erroneous claims.  How do I address this?  I can't find a number for eBay anymore to speak to someone directly.  Thank you.

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The biggest threat to marring the original graphics is the shipping process. It's kind of shocking that so much care would be taken to preserve the original box only to ship it completely unprotected. 

[1786davycrockett]

From your listing...

Will be shipped in its original awesome looking box.

Unfortunately, by slapping shipping tape & an address label across the "original awesome looking box," which would then be left to the very untender mercies of the shipping vendor (USPS? UPS? FedEx?  Does it really matter?), the "original awesome looking box" has now become -- uncollectible garbage.

Many of us in the collectibles business were telling our customers 30 years ago:  "Save the boxes.  Save the exterior labels.  They eventually may become more valuable then the contents on the inside."  And we were right:  I have sold bubble gum exterior wrappers at a higher value than many of the trading cards which were inside.  That "original awesome looking box" may have been the "clincher on the deal" for your sale, and it should have been packaged INSIDE another shipping container.

But it wasn't.  You were lucky to have only received a neutral from your buyer, rather than a SNAD case, which the buyer would have won, based upon your description of the "original awesome looking box," which was not so "awesome looking" after being covered in shipping tape and an address label, while being used as a football and a punching bag in the shipping process by the carrier (watch the YouTube videos, if you don't believe me -- what happens to packages when they reach the carrier is GRUESOME!).

Lesson learned.