False negative feedback

[asiaj27]

Hello. I have problem with buyer. He bought from me new in bag tights. He asked me if he can return item, because his/her daughter is tall and tights are too small for her. He wrote he just opened bag, as normal in shop. Daughter didn't wear it, but I don't know if she tried, because how he know tights are too small. These tights were from lycra, so, when you try them, they don't have already shape as new. So I wrote him very politely and calmly that I can't accept return, because tights were in sealed packaging and now I will not sell them as new ( for example for gift). I wrote, that he should know that need bigger size and my decription and photos was everything ok. I apologized to him that I couldn't accept return. I received very rude email- that I think he is stupid, that he knows every size is different, that he can open bag as normal in store and it seems I have problem ( with many !!!!!!!). I was shocked when I read it. I thought will be better to wait till Monday, to contact with ebay and ask what should I do. And after this rude email I received negative feedback - Very rude seller !!!!!. I realy can't believe what was rude???That I didn't want to accept return opened bag with tights? Can I have any chance to cancel this feedback? I have been on ebay siznce 2008 and never received negative feedback, and have over 2300 feedbacks... 😞

[tdumonde2014]

Ebay will say that it's the buyer's opinion and it doesn't violate ebay's rules, so I don't see them removing the Negative. 

[inhawaii]

Open bag of tights?  I don't know if you read any of my posts but i have customers who return open bags of CANDY!

[fashunu4eeuh]

Hi, you were correct to be polite and matter-of-fact when declining the return. Sometimes there is just nothing you can do when dealing with an upset customer. I don't see the negative on this ID, were you able to get it removed?

What was your return policy? I would have made sure to bring that to their attention. If it states clearly in your listing that opened packages are not returnable, then the onus is on him. I think I would have not have advised him that he should have known what size to order. Sizes are dramatically different between manufacturers. That may have been what set him off. Obviously if he had known he was ordering the wrong size, he wouldn't have ordered that size. It is always best to remain as brief as politely possible when telling a buyer something they do not wish to hear.

Ultimately it is up to you how to handle returns. Buyers do not like it when they cannot get their money back on a item that is useless to them, and the consequence is negative feedback sometimes. I would not fret over a single negative when you have so many positives. Not everyone can be pleased or appeased. 

[mam98031]

It's worth a call to Ebay.  While what they wrote in the FB itself may not be a breach of any of the rules.  That email you got could also play a part in this.  If they threatened you in any way or otherwise suggested they were going to damage your FB, it could play part in Ebay's decision.  So I would call tomorrow and see what can be done.  Ask for a FB specialist and make sure they review your correspondence.

Please come back and tell us how things go for you.  Good Luck.