Does a Negative Feedback Hurt Sales?

[frugalmarketplace]

I received a negative feedback from a difficult buyer..the one that wanted my receipt for the David Yurman earrings. Since the return is open, and she has not returned them, I was told by a US rep  it would be removed when the item was returned.

so I know sales are slow, but this is like the place is closed. I am aware of the controversy about a negative , so do you think it lowers you in the search, or is it just the slow sales everyone has been talking about. Thanks for your 2 cents.

[mtgraves7984]

In answer to your question... I don't think the neg will hurt your sales. I do think that the reply was a bit much, though...

This transaction has been a bummer. I hope you are able to get the neg removed... fingers crossed!

[frugalmarketplace]

Thank you. My response was how I felt, and frankly I feel was appropriate. Everyone looks at thinks differently, but that was the truth. What she said was not. Thanks again. 

[lakefor94]

I read the 1st couple sentences on the reply. Never accuse the buyer of anything.  Just state what you do and how you took care of the issue. Nothing accusatory. 

[frugalmarketplace]

I did not accuse the seller of anything. I stated exactly what happened. The receipt was never part of the transaction. She wanted something that was not for sale. A question, why should you write something all lovely when they say what they did. Those were the facts, she was confused, I never said she would be provided a receipt, and I did tell her they were $900 earrings, and I paid $500 for them. 

[lakefor94]

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@frugalmarketplace wrote:

I did not accuse the seller of anything. I stated exactly what happened. The receipt was never part of the transaction. She wanted something that was not for sale. A question, why should you write something all lovely when they say what they did. Those were the facts, she was confused, I never said she would be provided a receipt, and I did tell her they were $900 earrings, and I paid $500 for them. 

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"This buyer is absolutely confused."

Now the buyer has twice been accused of being confused. Just saying, does not come across well at all.  

[frugalmarketplace]

I appreciate your comment however she was. Please tell me why I should be nice to her. She has hidden feedback, does not come up in a Google search , and I smell a rat.

First of all, she sends me a message “these are not authentic” I don’t even know who the message is from. I checked as we were driving to Mexico for a dental appointment, and she had these for two weeks. Never a comment to me. Maybe you think I am a hard a##, and maybe I am, but at this point, people don’t have to take abuse from a buyer.  She is a liar, and was hoping I would just refund her. I am not sorry, I said exactly my feelings about this buyer. No one needs to deal with that. 

The ebay customer is usually a pleasure to deal with. This one was not. I hope no one has to deal with her. 

What is a better word for confused?

baffled, befuddled, bewildered, dazed, disorganized, distracted, muddled, perplexed, perturbed, puzzled, chaotic, messy, abashed, addled, discombobulated, disconcerted, flummoxed, flustered, gone, misled.

[12345jamesstamps]

Sometimes it's better not to argue with a buyer....emails back and forth. And not even respond to a negative feedback. Buyers and sellers can read them all. The return is open...I would send her the receipt(make a copy for yourself) or visa-versa. Politely and businesslike ask if that would work and maybe get the feedback removed. Buyer can send you back an empty box or buyer can do a credit card chargeback...those cases are hard to win. Buyer has 30 days to change a feedback from negative.

I got a feedback negative and had to look at it for a long time. Now to keep your rating up and over 99.6 you have to sell a lot every month. That will be a very hard for you.

Just my own thoughts...you don't know what this buyer might do. It's not over till it's over.

[m60driver]

Your feedback is fine.  There was no need to respond.

[frugalmarketplace]

NO I am not giving her my receipt. Sorry I ever brought this up. It was not part of the listing. Period. 

I think it is time to get away from being too nice. She purchased these, and I sent them to her. There was nothing I did wrong. Maybe her problem was buyers remorse. I don’t know, 

[mam98031]

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@frugalmarketplace wrote:

Thank you. My response was how I felt, and frankly I feel was appropriate. Everyone looks at thinks differently, but that was the truth. What she said was not. Thanks again. 

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While I think you did fine with your reply, you want to be VERY careful about letting your emotions play any part in responding to someone's FB.  You should always be factual, professional and polite.  Never ever slamming the buyer in any way.  Again, you did just fine.

That FB is unlikely to cause you any harm.  Potential buyers are the one's most likely to review it.  And most would likely see it for what it is.

If the buyer hasn't returned the item yet, it is likely they are fishing for a partial refund.  I sincerely hope you don't do that.  

[frugalmarketplace]

There is an open return and if it is received by the appropriate time, the refund will be issued. The buyer is on my blocked list.

I think those partial refunds are an attempt at extortion. If a buyer doesn’t like it, a partial refund IMHO won’t make any difference . Thank you for your reply. 

[mam98031]

Except if they ask for the partial and you give it to them, it teaches them that this behavior works on Ebay.

Plus if they do try this you need to report them to Ebay so Ebay can keep an eye on them to see if they try the same thing with someone else.

Also make sure you look at their Feedback Left For Others, that can be very telling if this is a thing they do on a regular basis.

https://www.ebay.com/help/selling/resolving-buyer-issues/reporting-issue-buyer?id=4084

[maxine*j]

The negative feedback will not hurt you.  Your reply to it may. 

Good buyers, of the sort we all want, know there can be problems with a transaction, and they also know that it can be fault of the buyer.  They want to know how a seller responds when a problem arises, whoever or whatever its cause.  Is the seller professional, calm, factual?  If so, all is well.  If not, move on.

Your reply is sort of borderline.  It isn't downright awful, like some we've seen here, but it is emotional, lengthy, with unnecessary detail.  Best would have been:  I am sorry you were unhappy with the purchase, and a full refund will be issued when the earrings are returned.

BUT having said all that, I wouldn't give the neg another thought, as it is one among thousands of glowing positives, and anyone can see that you're a long-time, experienced, reliable seller.

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[frugalmarketplace]

Since the buyer recently make the feedback private I cannot see anything. I know it was not private when she purchased them.  However that is going on 3 weeks. 

I did chat with the buyer I purchased them from last night, and there never was a question about them being exactly as described. She has been selling for 20 years. Not as much now, but still is on ebay.