mam98031 • Volunteer Community Member • Buyer/Seller since 1999
@mysalonsavings wrote:
@mam98031 wrote:It is very disturbing to suddenly realize that you have a negative on your account. Many of us have felt just as you do and I'm sorry you are having to experience that. But your response is likely to hurt you more than the FB the buyer left.
Potential buyers will understand that stuff happens every now and again. But if a seller responds to a negative FB in a less than professional way, that can turn potential buyers away.
It appears this was a BIN listing, not an auction. Not that this makes a difference, they are just different types of listings.
I actually understand why the buyer got a bit confused about what they were going to receive. Why did you choose the pics you did for this listing? Why didn't you use a pick of the ONE tube of color being sold in this listing?
I'm not defending the buyer, I just think that the pics added to the confusion for the buyer and I would suggest revising your pics. At least the first pic on the listing should be for the single color offered in the listing. The other thing that may have confused the buyer is that you do have listings for 3 of these for a little less that what they paid for one. I know that they listings that have 3 are a smaller size, but it still may have confused your buyer since you actually don't tell how many ounces or parts of an ounce are in each vial in any of your listings. To me that is an important detail you may consider adding.
If I were in your position, I would send a very nice and polite email to my buyer. I would apologize for any miscommunication and ask them if they would like to return the item for a full refund. If they agree to that, once I got the item back and I refunded the buyer, I'd email the buyer again and ask if they would consider revising their FB the left. If they say yes, I would tell them they would receive an email from Ebay shortly regarding this. The email makes it really easy for the buyer to revise the FB. Then go send the form and keep your fingers crossed.
Hi mam90831, I am not really understanding? I used those pictures to show there are several options available and in the listing I say to see my other listings if they would prefer the other colors to promote my other listings. Is there no way I can remove the reply as it is definitely coming across wrong. Not the way I meant at all. If she was trying to purchase 3 of the 4 items it did not come across. If she thought she was getting all of the colors why would she say she bought 3 of them? There is a miscommunication here somewhere. If I am at fault I will gladly give her a refund as well as the product or 2 of the other colors. I feel like I am being really beat up because I have obviously made a mistake by both the buyer and my mentors here. I come here because I trust you buyers to lead me in the right direction as to how to handle the issue. You have been here a long time and know what you are doing. I am still learning. I dont understand why I cannot remove the reply if I did not mean it the way it reads. Why would I want to hurt my buyers feelings because a mistake was made. It is not what I meant.
Options are important to note, but they don't apply to this particular listing. When I first looked at your listing, I thought it was for all 4 tubes because of the pics. You are NOT trying to sell all four on this listing. You are selling ONE. It isn't a variation listing either. If it were a variation listing, then you pic would be fine. But it isn't. The actual listing is for ONE item not four. The pics you choose to use muddy the waters so to speak.
You can call Ebay and ask them to remove your comment. I did that once and they did do it for me. But mine was clearly meant for another transaction and I just screwed up. But the worse they can say is no. So I'd call and give it a try. But don't call today. Wait until tomorrow. Better chance of getting a US CSR.
I think you misunderstand. I don't think your buyer is saying they purchased other transactions. They are aware that they purchased ONE listing. They just thought in that listing they were getting what was pictured in the listing when in fact the pictures do NOT represent what is being sold in the listing which is ONE tube. So no need to try and look for other transactions, I don't believe that is at all what your buyer is telling you.
The miscommunication comes from your pics on the listing. It is very misleading. I really do understand that you state in your description that it is only one tube in the listing. I do get that. But the pics tell another story which is what created the issue at hand.
Who's FAULT this is, is NOT where your focus should be. Your focus should be on taking care of the customer. Reaching out and offering the return at your expense. Apologize for the misunderstanding. Do NOT try to point the finger at them in any way. Remember your goal. You want this buyer to revise their FB. Don't ask them now, but after you have taken care of them. Wait on that. But if it is more important for you to get the buyer to realize they made a mistake, get use to the neg because it isn't likely to be going anywhere.
I would NOT offer to send more product. There is no reason to do that and be out all that money. Offer to take the return first. See if that will make them OK with the transaction.
I've gotten to know you a bit and I personally do NOT feel that you were trying to hurt or upset your buyer in any way. You made a bad choice in the comment you left, but I do NOT think you had bad intentions.
Also I do NOT mean to beat up on you at all. I think you are a WONDERFUL seller and an asset to Ebay. You just made a mistake. It wasn't meant to be taken the way it appears. I get that.
BTW, if I were you, learn how to do a Variation listing. These items are PERFECT for a variation listing. And that will very likely keep this kind of misunderstanding from happening again as long as you create it with clear options.
@jeannicho22 wrote:
@mysalonsavings wrote:I received my first negative today and am absolutely heartbroken. I try so hard to be good to my buyers but I was not even given a warning that this lady was un-happy. Just a negative without reason. I would have given a refund or corrected whatever was an issue if she had contacted me. I have sent a message to the buyer to find out what about the auction that made her think she would be receiving 3 of the items instead of the 1 she purchased as I do not want to have it happen again. If she purchased 3 I did not receive and order for 3 I only received an order for 1? I just feel this is so unfair. 😳😥
Call eBay, ask them to read the listing and then read the FB... They may remove it. There is nothing on that listing that indicates the buyer would receive 3 items. They had to use the drop-down to choose a color which clearly shows one item.
I understand others posters criticism of showing all of the colors in the main photo, but this is the way that most variation listings are done. If the buyer then has reservations about it, the requirement to use the drop-down should clear that up. IMHO, the FB is removeable. I suggest a call. Let us know what happens.
It's not a variation listing.
@mysalonsavings wrote:It is ok to leave the neg I obviously made a mistake on the listing. I would just like to remove the reply as I did not mean it the way it sounds and i dont want to hurt the girls feelings. I did not mean to do that. I have not asked her to remove it in my email to her just if she would please let me know where the misunderstanding is so that I dont make the mistake again. It was un-intentional. I have also offered a refund if she would like. Should i just go ahead and do a refund instead of asking her? Should I send her the other items?
As I said, the worse Ebay can tell you is no. If it were me, I'd call Ebay tomorrow and plead my case. I did not mean for it to sound as it does and would appreciated at the very least to edit out the "LOL" or remove it all together. While the call may be a waste of time, I would choose to make the call and try.
NO do not just refund. She needs to hear from you too. Be kind and professional. Do not point any fingers. Tell her you are SORRY there was a misunderstanding. And offer to take the return. It is IMPORTANT to let the buyer feel they have some control. This is very important. People react better when given choices. Let your buyer decide what they want and to let you know. They may very well say they don't want to return it but would like a refund. But let that be a choice THEY make, not one you make for them.
When they respond to your email, come on back and let us know what she says so we can further help you. Or you can email me direct. I'll be happy to assist you further. But lets discuss what they respond with so you can try to turn this bad situation around.
@fern*wood wrote:Since I can no longer find squat in the help section for ebay rules, I will ask here for the correct information.
I vaguely remember reading that ebay doesn't allow us to put in descriptions that we also offer this or that, when it isn't part of the current listing. I used to say things like I have a matching pair of pants available for this top, but thought that was no longer allowed. Did I dream up this rule?
I have issues finding Ebay policies all the time. I have far more luck Googling them than I do searching for them on Ebay. Sad but VERY true.
