Got my first negative feedback, how should I respond?

[cdmcl1138]

I sell a lot of Transformers figures, and for those unfamiliar, most of them come in 'size classes' with names like 'Deluxe', 'Voyager', 'Leader', etc. that indicate approximately how large the figure is. Anyone who's at all involved with the hobby is generally going to be very familiar with this system, and if you have the name of the figure, the size class, and the name of the specific toyline (all of which I always make sure to include in both the title and description), you can find a plethora of picture and video reviews online showing size comparisons with other figures, so I've never thought it would be necessary or helpful to mention the dimensions of the figures in my listings.

I've never had a problem with this before, but I just got my first ever negative review from someone who bought a figure and was disappointed that it wasn't larger (copied verbatim: 'this was not worth 30 bucks I have bought one just like this but its 2 times bigger than that it didn't say it was small'). I don't think this is fair, but I'm not clear on whether it violates eBay's rules for negative feedback or not, since while there was nothing in the listing indicating that it would be larger, there was nothing indicating it wasn't either (i.e. no measurements). How should I proceed to avoid provoking the buyer into opening a false INAD case and forcing a return? I tried 'Report this buyer', but there was no option for misusing feedback. If all else fails I'll just reply to it to clarify that nothing in the listing was misleading about its size, but if it does violate eBay policies I'd like to get it removed.

[stainlessenginecovers]

Do NOT respond to feedback (it only makes it larger and allows buyer to have another crack at more verbiage and you don't get the last word; they do).

Ignore it as there is nothing you can do. Buyers can have an opinion, and like my Dad always said; opinions are like A holes; everyone has one.

Feedback is not a part of anything important. It will just get buried in the positives very soon. 

[1tuna]

bad feedback is not really a problem

you never had a problem with it and you still dont

most sellers responses to bad feedback are not that good

its normally better to just leave it be

in 12 months it will be gone

[nobody*s_perfect]

You have so few feedback, that neg has a huge impact on your percentage, and you will lose potential buyers because of it. Therefore I encourage you to appease this buyer in the hope that he will be willing to revise the neg. Even though it's not your fault, you should offer to accept the return of the item for a full refund.

This buyer might not be the only one out there who doesn't read carefully or who doesn't know the jargon about sizes. So to help avoid this in the future, perhaps your listing Description could mention the approximate height of the figure.

There is no point in trying to report the buyer, and zero chance that eBay will remove this feedback, since it is the buyer's opinion about the transaction.

[silverstatetreasureboxes]

@cdmcl1138 

Ebay is not going to remove that fb, it was just buyers opinion. Do put down measurements in the future as you can see you've already run into trouble with it. You can also place a soda can near it as a visual to the measurements. 

    Best to you in the future.

[fab_finds4u]

eBay won't  let them get a refund if they said it was too small because that would be buyer's remorse and not covered under MBG.  So it makes no sense why they would let them complain in the feedback it was small.  Call eBay and discuss that point and see if they will remove it. Buyer's need to use buyer diligence and research what they're buying.

Complaining about the cost they paid  is another thing. If they bid it means they agree to the cost and they shouldn't be able to agree and then later gripe about it.  You might get a rep that will remove the feedback if you point this out.

[cdmcl1138]

Good idea, I'll make sure to include a visual aid for the scale in the future.

If I could offer to let them return it but have them pay the return shipping and deduct the initial shipping from the refund, I'd do that, but I'm not going to sacrifice ~$20 in shipping fees just to get rid of one feedback. Whenever I order from someone who has feedback much below 98% or so, I make sure to read the reviews, and if I saw one like what they left me I'd definitely assume it was a buyer misunderstanding and not the fault of the seller, so I'll just ignore it.

[iart]

You messed up.

You can't assume everyone knows this code. What if someone wants to buy one as a gift? Do they have to spend hours studying up first? You should have given a height or other required dimension.

Also, your concern shouldn't be a INAD. It should be to satisfy your customer.

It's probably too late but you should have apologized (offering a brief explanation as to why it is smaller). You should have offered a full return, your cost. After the dust settled, you could have then suggested the buyer remove the negative.

Next time, maybe.

[downunder-61]

Am I blind, or glitching out, I see no negative ????? 

[*great_choice*]

You can reply to the buyer via the feedback forum. Then your reply will also appear as a comment.  Even if a negative feedback is given to you by the buyer, you can still mention reasonable reasons in that reply.

Further more, you can request a feedback revision. Before you request a feedback revision, It is best to ask from the buyer via eBay messaging if he would like to revise the negative feedback he gave. 

[nobody*s_perfect]

They definitely had one earlier. It has been removed.  I'd love to know how that happened.

[wastingtime101]

This post came up at a funny moment @cdmcl1138. I'm shopping for an Optimus Prime figure right now and I have no clue what Deluxe, Voyager and Leader mean in relation to size. I'm not a collector in this field. I'm shopping for a gift and will hit the back button on any listing that does not tell me how tall the figure is.

[katzrul15]

We too sell a lot of Transformers, especially vintage ones.

There are so many Series now, variants and re-paints.

A "collector" will know.  But someone buying it as a "toy" as intended, will want to know the size of the Transformer.  Are you not completing the item specifics when listed at a minimum? 

Legends series are 3" mini-cons.  Pix are hard to tell.  We put the size in the title and descriptions including the height. 

Especially at the Holidays, you will get Buyers who are working from a Wish List.   They are easier than a "collector", they intend to open the item, play with it as it was intended.

Glad you got it removed.  Good luck going forward.

[coolections]

Many people randomly looking for an action figure is not as well versed as you think. YOU are the one who is selling it and you need to describe the size. Never assume everyone already knows the size.

[silverstatetreasureboxes]

@downunder-61 

it was there and it's been removed, yeah! Good for OP.