HAD A CANADIAN BUYER LEAVE NEUTRAL FEEDBACK BECAUSE I DIDN'T USE BUBBLE WRAP (NO DAMAGE)

[jupiter_collectibles]

So this morning I looked on my feedback and noticed I had a neutral feedback from a buyer. They stated that I had not used bubble wrap but the item arrived in great condition and there was no damage. That they "don't take any chances" and that I should have used bubble wrap. Keep in mind there is absolutely nothing wrong with the item. I tried to contact the customer because they never even tried to mention it to me they just immediately left negative feedback. They were extremely rude and told me it was their legal right to do so. I just don't understand anymore, I go out of my way to try to please these people and it's never enough. The box the item was shipped in I carved out to custom fit the item, thus it did not need bubble wrap. This person also contacted me a few days after the item had shipped wondering where it was when the item was going from Florida to Canada. Any recommendations of how I can get the neutral feedback removed? Does anyone recommend blocking Canadian buyers? Been having a lot of issues with Canadian buyers for some reason lately. 

[wastingtime101]

Leave a reply to the FB and forget the whole thing? I don't see anything in the FB that violates policy, so unfortunately I don't think you have a great shot at getting it removed unless you can try to claim buyer is demanding something not included in the listing. That's the angle I would take if I was going to attempt removal.

Item was shipped in custom-fit packaging to ensure items were safe and secure. If not satisfied with your purchase, we offer a 30 day return policy.

[pburn]

@jupiter_collectibles 

Feedback misuse policy 

[pburn]

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@wastingtime101 wrote:

Leave a reply to the FB and forget the whole thing? I don't see anything in the FB that violates policy, so unfortunately I don't think you have a great shot at getting it removed unless you can try to claim buyer is demanding something not included in the listing. That's the angle I would take if I was going to attempt removal.

Item was shipped in custom-fit packaging to ensure items were safe and secure. If not satisfied with your purchase, we offer a 30 day return policy.

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Good advice, but unfortunately comes too late for the OP.  🙁

[wastingtime101]

At the time I posted OP hadn't replied to the FB yet. 🤷

[jupiter_collectibles]

Well considering there's nothing in my listing that states I'm shipping the item with bubble wrap and that it has to be shipped with bubble wrap. It's just crazy and beyond me. Could understand if the item was damaged but it wasn't. So nothing was wrong. So why leave bad feedback? I have had too many issues with Canadian buyers that I just now blocked them from purchasing anymore of my items. 

[heckofagame]

Ignore it. Feedback is of little use. Many sellers have literally hundreds of negatives, and they still do a brisk business. It will cycle out in a year. 

[wastingtime101]

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@jupiter_collectibles wrote:

Well considering there's nothing in my listing that states I'm shipping the item with bubble wrap and that it has to be shipped with bubble wrap. It's just crazy and beyond me. Could understand if the item was damaged but it wasn't. So nothing was wrong. So why leave bad feedback? I have had too many issues with Canadian buyers that I just now blocked them from purchasing anymore of my items. 

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Your account can get hit with a policy violation if your buyer reports you for that false positive FB you dropped on them.

When you reply to FB received, the goal is to show potential future buyers how you handle situations so best to keep it professional. Remember it's not personal, it's a business transaction. The buyer expressing their disappointment about bubble wrap is not a personal dig at you.

Not saying I agree with the buyer's action, just saying: keep perspective.

[pburn]

If only we could have gotten to the OP in time. ⏱

When I'm making a purchase on eBay, I always check the seller's feedback--both received from buyers and any replies, as well as feedback "Left for others."

The neutral feedback comment left by the buyer would not be a concern for me. It's obvious the buyer was complaining about something that hadn't even happened, so I would ignore it. Reading the feedback "Left for others," however, would encourage me to look for another seller--not only because of the tone and tenor of the comment, but the willingness to violate eBay policy. If a seller is willing to violate one policy, which and how many others is that seller willing to violate?

Too bad this innocuous neutral feedback comment has turned out this way.

[funfactorychannel]

Your response to the FB is always for new potential customers not the customer to see. 

You can simply say, We take great efforts to find the best and safest solution to package and send the item and that is why the item arrived safely.

[mandisattictoyz]

So what this is basically stating is the customer wanted more than what was offered which is a policy violation.  Go to the help and contact, scroll down to contact us, select account, remove defect.  State order number ——— left a neutral feedback for wanting bubble wrap which isn’t offered and they got what they ordered in great condition, please remove for violating policy.  Send.

[ms.rodriguez*]

I wonder if the buyer was also a seller and was running low on bubble wrap.  Anyway, I saw the comment and I saw your reply.  I would not hesitate to buy from you since you wrote "custom box" for the item.  Don't worry about it.   Continue to earn feedback and in about a year, it will disappear from the main feedback box.

Out of curiosity, does the buyer sell?  Ask them how they would feel if someone posted that feedback and the item was in a custom box and arrived safely.  If they feel bad, ask them if they can revise the feedback if you send them a feedback revision form.  They can't make it into a negative.   Goodluck with your sales.

[sapphire_studio]

Dang your response to that feedback makes you look a hundred times worse than the feedback itself 😕

People don't like dealing with emotional sellers.

[sapphire_studio]

Also we have seen sellers post on this forum that were suspended from ebay for leaving positive feedback but with negative comments to buyers.

[pburn]

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@ms.rodriguez* wrote:

Anyway, I saw the comment and I saw your reply.  I would not hesitate to buy from you since you wrote "custom box" for the item. 

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We all have our own take on whether comments are professional or not. In this case, I disagree that the reply to the buyer's neutral was appropriate, but what's done is done.

BTW, did you happen to check the feedback comment the OP left for that buyer? Go read it and then post again again.