eBay

barterzones · ‎10-18-2018

Hello first time using this forum so please excuse me if my question is out of line.We strive for our seller ratings and in many instances take a loss and accept returns as do most top rated sellers.My rant concerns a buyer leaving a negative feedback stating,"Selling garbage garbage salesman" Buyer left this feedback on a item that was exactly as described shipped the same day and arrived safely.Buyer did not notify us of a problem or request a return.We quickly responded with we "will be glad to issue a full refund and send a prepaid return label". We recieved no response on 1st or 2nd message.On the 3rd message we offered to issue a full refund and buyer can keep the 7.00 tree top angel which we accepted best offer original price 9.99 we received no respones to all 3 of our requests to remedy the situation.My question is should the buyer first contact the seller asking for a return or replacement or partial refund.Before leaving a negative feedback.This is our first negative feedback out of 438 can anyone adevise on what could be done or offered to the buyer when they won't repond back to us.I feel the feedback system is being abused any thoughts.

greatpartsgooddeals · ‎10-18-2018

Call ebay and they should remove it since he called you GARBAGE. Personal Insults are not supposed to be allowed

barterzones · ‎10-18-2018

thank you we will call in the morning

pburn · ‎10-18-2018

As for the question you posed in your original post, dissatisfied buyers are strongly encouraged to contact the seller to work things out. It is not, however, a requirement that they do so.

Some buyers will still leave a negative feedback comment, even after a refund has been given. They figure it was not a positive transaction, so it must have been negative . . .

As a buyer, I read the negative feedback comments for all seller I might buy from. Your buyer's comment is pretty far out there, and your response seems measured, calm and professional. I wouldn't hesitate in the least to buy from you.

epowerbargains · ‎10-18-2018

I agree with your input. It is so frustrating to get a negative out of the blue made worse by the fact that the OP was not given any opportunity to know what was wrong or resolve. The feedback is plain rude and I hope it can be removed. The sellers response was professional and I as a potential buyer would have empathy for the seller. Remember to add to your BBL.

fashunu4eeuh · ‎10-18-2018

Hi, @barterzones. What an awful thing to say. I also would call to see if it can be removed, but don't be discouraged if eBay declines the request. Ebay addresses such comments left in Feedback by the buyer. The policy says:

"On request, we may remove some kinds of feedback – if it contains hate speech or profanities, for example. However, while we discourage rude and accusatory comments, we don't remove them if they're related to a specific transaction."

https://www.ebay.com/help/policies/member-behaviour-policies/membertomember-contact-policy?id=4262

However, don't be too distressed by one lone negative in a sea of green positives. Those who check feedback know there are some who just can't be satisfied, are angry, etc. Plus, negative ratings are not incorporated into seller metrics anymore, so it will not harm your standing with eBay.

Your response was factual and professional, just what it needed to be. Your follow-up will actually raise your esteem in the eyes of those who see it because you didn't lash out with **bleep**-for-tat and you expressed your willingness to work with your buyer. As a buyer, all i'm interested in is the seller's comment left for a poor rating. It tells me if the seller is someone I want to do business with. As others have said, I wouldn't hesitate to buy from you.

It is maddening when the buyer isn't cooperative. A seller's best chance to eliminate a negative rating can be through a feedback revision request, but one needs the buyer to be involved and willing. It doesn't sound like they are going to be. But if by chance they do contact you, you might have an opening in the future to make the request. Something to keep in mind just in case eBay won't remove it.

One last thought. I doubt you will experience another vitriolic buyer like this one. If one did, i would reconsider stating in feedback that I'd let the buyer keep the item after refunding. Wouldn't want to set a precedent for any future transactions. (Like you, I would let them keep it, but just not reveal that point to others.)

Wishing you the best of luck moving forward, and please don't let 'em get you down, you are an awesome seller!

18704d · ‎10-19-2018

I am going to politely disagree with the opening poster's follow up to their Neg.

"we contacted buyer 3 times offering full refund & keep item no response back "

I fear stating this, could attract scammers, or increase the number of future Negs the seller recieves... all in hopes they too will get to keep the item for free.

I would have instead stated: We offered buyer a full refund including shipping costs, after item return.

jmtcw,

Lynn

Lynn

You love me for everything you hate me for

.

castlemagicmemories · ‎10-19-2018

My question is should the buyer first contact the seller asking for a return or replacement or partial refund.Before leaving a negative feedback.

Ebay suggests that the buyer contact the seller but it is not required or mandatory. Many buyers have had bad experiences when they contact a seller so they are reluctant to repeat that~they may just open a case or post a negative. In your case, a low dollar item may have seemed not worth pursuing further than the neg.

I am not sure why you would offer the refund and to keep the item to the buyer when you could just go ahead and do that. Then you may have been able to get the buyer to agree to a feedback revision, since the problem had been resolved.

Negs hurt, especially the first one, I am so sorry this happened to you. But one neg should not drastically hurt anything.

castlemagicmemories · ‎10-19-2018

@greatpartsgooddeals wrote:
Call ebay and they should remove it since he called you GARBAGE. Personal Insults are not supposed to be allowed

He said, selling garbage, garbage salesman. He did not call the seller garbage.

While it still hurts, Ebay will most likely say that is the buyer's opinion of the seller's product, and let it stand.

castlemagicmemories · ‎10-19-2018

@18704d wrote:

I am going to politely disagree with the opening poster's follow up to their Neg.

"we contacted buyer 3 times offering full refund & keep item no response back "

I fear stating this, could attract scammers, or increase the number of future Negs the seller recieves... all in hopes they too will get to keep the item for free.

I would have instead stated: We offered buyer a full refund including shipping costs, after item return.

jmtcw,
Lynn

I'm not sure what response they expected or needed from the buyer, or why.

castlemagicmemories · ‎10-19-2018

@18704d wrote:

I am going to politely disagree with the opening poster's follow up to their Neg.

"we contacted buyer 3 times offering full refund & keep item no response back "

I fear stating this, could attract scammers, or increase the number of future Negs the seller recieves... all in hopes they too will get to keep the item for free.

I would have instead stated: We offered buyer a full refund including shipping costs, after item return.

jmtcw,
Lynn

Agree. OP doesn't want to encourage others to develop problems.

castlemagicmemories · ‎10-19-2018

@pburn wrote:
As for the question you posed in your original post, dissatisfied buyers are strongly encouraged to contact the seller to work things out. It is not, however, a requirement that they do so.

Some buyers will still leave a negative feedback comment, even after a refund has been given. They figure it was not a positive transaction, so it must have been negative . . .

As a buyer, I read the negative feedback comments for all seller I might buy from. Your buyer's comment is pretty far out there, and your response seems measured, calm and professional. I wouldn't hesitate in the least to buy from you.

Yes, a refund doesn't magically make everything all right. Some may refrain from posting feedback, others will note the issues there.

emerald_door · ‎10-19-2018

I'm sorry about this bad transaction and negative feedback. I agree with the other posters who have said that you should not advertise that you will give a full refund and let the buyer keep the item. That just sets you up as a target for scammers.

lewisburggold · ‎10-19-2018

Many do try to use feedback as leverage. Its nice when they contact you and give sellers a chance to fix it. But they dont have to its just a courtesy the some buyers give us. You should be able to get removed due to what was said. These days we dont give anyone a chance to use feedback as leverage. We simply tell them if they want to leave a negitive go right ahead that does not bother us. Whats odd is since we have taken that stand we have not recieved a negitive. Best regards