eBay

bigdeals.etc · ‎12-27-2020

Not sure if it’s removable. The buyer originally messaged me "Gee, was hoping this would be here today. Now not sure where it even is, or if you even sent it out yet."

I replied "Sorry about that. Tracking shows as of yesterday your package is still in transit and moving. That's pretty good as many other packages have been sitting in sorting facilities for more than 2 weeks because of the USPS delay. Your package will arrive to you soon. Thanks and my apologies for the inconvenience. Happy holidays."

The buyer then leaves the negative "Will not do business with you again due to your rude response and late delivery."

I fear CS won't remove the negative because of the dumb buyer opinion reason since the buyer says I gave a "rude response". Am I missing something? Granted I didn't praise the buyer, but I was I rude? In the event that this negative isn't removed, I need tips on a great feedback reply. Because honestly I'm drawing a blank, fear I'll unintentional say something rude again, and sadly can't copy/paste my whole message response in that comment field. Thanks in advance.

skatefool · ‎12-27-2020

Feedback reply:

"My sincere apologies on behalf of the United States Postal Service"

anthonydelillo · ‎12-27-2020

@bigdeals.etc wrote:
Yes, that’s why I asked for help with feedback reply, not help with avoiding negative feedback. I’ve done about 2000 sales this month with over half of them tagged as delayed by USPS, and only received 4 negatives... which I think is a pretty good percentage. I’m sure some others here can use the info you provided. So thank for your reply.

Well, your response to your buyer needs indicates your customer service needs improvement. If you had worded your response differently you may have been able to avoid receiving negative feedback so you wouldn't have need to ask for help with removing or replying to it.

You started your response with an apology, which is good, but saying "Sorry about that" comes across as insincere.

Then you minimized your buyer's issue by comparing it to other buyers' orders: "That's pretty good as many other packages have been sitting in sorting facilities for more than 2 weeks because of the USPS delay." There are AWLAYS more problematic situations a buyer COULD face, but that is irrelevant to the buyer you are currently dealing with. Frankly, a buyer doesn't care about other people's orders, just their own.

Next, you made a statement that you don't know is true: "Your package will arrive to you soon." Many packages are delayed and some are lost. How do you know this one isn't actually lost? How do you know it will arrive "soon?" Many packages have sat as distribution centers less than 30 minutes away from their final destinations for a week or two. A seller should never make a statement to a buyer that they can't 100% guarantee because if what they say doesn't happen, the buyer is now that much more annoyed.

Finally, you thanked the buyer, which is good, but you are vague about what what you are thanking them for—perhaps for their "patience and understanding?" And ending your message by saying "Happy Holidays" to an obviously annoyed buyer is rather dismissive.

I apologize if I seem overly critical of your response but it makes a HUGE difference in how a seller replies to an upset buyer, despite how trivial it may seem. You have to remember that communication on eBay is done explicitly through writing. This magnifies the importance of choosing the proper words in order for a seller to convey the correct message to their buyer so nothing is construed or left to their imagination.

vintagecraze50 · ‎12-27-2020

Respond—“Buyer unhappy due to USPS Delays”. I would say you were not rude at all. If I had read your message I would have been grateful you replied. However, GRATEFUL is not something many of these buyers understand amidst a deadly global pandemic, amidst postal workers getting sick and dying, amidst, the Christmas season where folks should be grateful and empathetic.

bigdeals.etc · ‎12-27-2020

@anthonydelillo wrote:
@bigdeals.etc wrote:
Yes, that’s why I asked for help with feedback reply, not help with avoiding negative feedback. I’ve done about 2000 sales this month with over half of them tagged as delayed by USPS, and only received 4 negatives... which I think is a pretty good percentage. I’m sure some others here can use the info you provided. So thank for your reply.
Well, your response to your buyer needs indicates your customer service needs improvement. If you had worded your response differently you may have been able to avoid receiving negative feedback so you wouldn't have need to ask for help with removing or replying to it.

You started your response with an apology, which is good, but saying "Sorry about that" comes across as insincere.

Then you minimized your buyer's issue by comparing it to other buyers' orders: "That's pretty good as many other packages have been sitting in sorting facilities for more than 2 weeks because of the USPS delay." There are AWLAYS more problematic situations a buyer COULD face, but that is irrelevant to the buyer you are currently dealing with. Frankly, a buyer doesn't care about other people's orders, just their own.

Next, you made a statement that you don't know is true: "Your package will arrive to you soon." Many packages are delayed and some are lost. How do you know this one isn't actually lost? How do you know it will arrive "soon?" Many packages have sat as distribution centers less than 30 minutes away from their final destinations for a week or two. A seller should never make a statement to a buyer that they can't 100% guarantee because if what they say doesn't happen, the buyer is now that much more annoyed.

Finally, you thanked the buyer, which is good, but you are vague about what what you are thanking them for—perhaps for their "patience and understanding?" And ending your message by saying "Happy Holidays" to an obviously annoyed buyer is rather dismissive.

I apologize if I seem overly critical of your response but it makes a HUGE difference in how a seller replies to an upset buyer, despite how trivial it may seem. You have to remember that communication on eBay is done explicitly through writing. This magnifies the importance of choosing the proper words in order for a seller to convey the correct message to their buyer so nothing is construed or left to their imagination.

Okay thanks. Hey when you have the time, can you weigh in on any feedback reply suggestions? That is why I wrote the OP. Thanks again.

inhawaii · ‎12-27-2020

It seems like more and more customer these days call FACTUAL rude. You need to sugar-coat everything for them. They need to be coddled. It makes me sick. And how is "late delivery" your fault? What a maroon.

"Facts are not rude. Pandemic + Christmas = Delays in shipping. Sorry.

And When I Die - Blood, Sweat & Tears

wastingtime101 · ‎12-27-2020

Unprecedented carrier delays (holiday/Covid). Glad your pkg was safely delivered!

Shipping delays from Covid/holiday volume. Apologies for any inconvenience!

Sorry, we're doing our best to manage during these nationwide shipping delays.

I wouldn't typically use exclamation points, but I think it emphasizes a friendly reply and counters the rude comment.

I disagree with those who said to wait for delivery because I've had success getting late delivery negs removed this season while items were still in transit - even without tracking scans for 2 weeks. (General reply since this package was already delivered.)

Is there any reason you have to find time to call instead of filling out the form through Seller Help? I'd fill out the form as it only takes a minute and you get a reply within 24 hours, 48 tops. If that fails for any reason, you can always phone your concierge after the fact.

GLORIOUS!

mam98031 · ‎12-27-2020

Sorry you got hit with so many recently. it has certainly been a hard year that is for sure.

IMHO, the one you got that said you were rude is not likely one Ebay would remove, however I would still try. This one is likely to be one you need to try and smooth over with your buyer and AFTER you do that ask them if they would revise their FB. Never send a revision form without telling your buyer one is coming because they have a self life and you can't reissue them and never send one unless your buyer has agreed they are willing to do it as you only have a certain amount of these forms available to you.

On the one that says tracking shows delivered but they did not get the item. That one can absolutely be removed. You may even be able to do that through the automated system. I'll give you a link below.

The one that didn't like the product, that one Ebay won't touch.

The one about the Raiders, they might remove that one as long as the actual transaction shows they order and received the same item they are complaining about. So you might be able to get this one removed too.

Here is a link, give them a try. Even if it comes back as no, that doesn't mean you can't call tomorrow and try to get them removed.

https://www.ebay.com/help/seller-help?from=HELP_HUB

Good luck. Let us know how it turns out for you.

mam98031 • Volunteer Community Member • Buyer/Seller since 1999

bigdeals.etc · ‎12-28-2020

Yea after what you said and @wastingtime101 I'll probably take a shot at the automated removal system. I've used it before and noticed that it was quite strict (compared to call ins). And the paranoid part of me thinks that it's tougher to get an agent to agree to remove a feedback when there's a rap sheet of failed attempts on that particular feedback. I'm assuming that when the auto system declines a removal, it's documented in the notes. Eh, I'll try it again and waste a few minutes. Who knows, it may save me a 2 hr wait to have to call them.

The tracking one I should definitely use the auto system since that's cut and dry. The one who didn't like the item, yea that's cemented on there (buyer opinion). I would never bother with that one too.

The Raiders one, that one actually is on the line to be removed already. But the agent can't do anything because there is s return currently open for it. Gotta wait for that return to close one way or another then the feedback will be gone.

If the auto system doesn't remove the "rude" one, I can always waste time then for a call back with my concierge... yea there's a super long wait for them too. Within the auto, I'm just going to call out the late delivery part and the Covid Seller Protection see what happens.

Thanks for looking out @mam98031 , @wastingtime101 and everyone else. I will most likely be creating some sort of frankenstein of your feedback replies to tack on as my own. Happy new year.

spreadlovelikefire · ‎12-28-2020

Are you seriously suggesting that sellers need to send out 200 emails a day to have great customer service? Because if I'm shipping average of 50 items a day that is what it would be. Not to mention the time it would take to look up every single item and give them a report on each. I'm not sure there would be any time in the day left for anything other than emailing and responding to those emails. I'd have no time to list or package items and ship them. Which means my 50 items a day sales would quickly go down to cover all those emails being sent out. I'm doing just fine the way I have it set up. If you are only shipping 50 items a month I can understanding the amount of time you have invested in each item. But as mentioned before, not all buyers will end up appreciating all those emails. And statistically, you will get a negative at some point in your selling history. I've been selling full time for a decade now and it is impossible to please everybody all of the time.

sin-n-dex · ‎12-28-2020

@bigdeals.etc wrote:
Not sure if it’s removable. The buyer originally messaged me "Gee, was hoping this would be here today. Now not sure where it even is, or if you even sent it out yet."

I replied "Sorry about that. Tracking shows as of yesterday your package is still in transit and moving. That's pretty good as many other packages have been sitting in sorting facilities for more than 2 weeks because of the USPS delay. Your package will arrive to you soon. Thanks and my apologies for the inconvenience. Happy holidays."

The buyer then leaves the negative "Will not do business with you again due to your rude response and late delivery."

I fear CS won't remove the negative because of the dumb buyer opinion reason since the buyer says I gave a "rude response". Am I missing something? Granted I didn't praise the buyer, but I was I rude? In the event that this negative isn't removed, I need tips on a great feedback reply. Because honestly I'm drawing a blank, fear I'll unintentional say something rude again, and sadly can't copy/paste my whole message response in that comment field. Thanks in advance.

I don't think your reply was rude, per se, but it was a little bit snarky with the "that's pretty good..." statement.

Since the buyer mentioned late deliver in his feedback, I'd be inclined to contact CSR and explain that you do not control the mail and it's a well know fact that many packages are arriving late. Plus the tracking shows you did actually send it out.

Because of the late mail statement, it might be removable. It worked for me when someone left a neutral complaining mail was slow from Canada (however he didn't give any other negative "opinions" of the transaction).

C.

sin-n-dex · ‎12-28-2020

@bigdeals.etc wrote:
@buyselljack2016 wrote:
I understand that your reply was not rude, but where you started out with.... "Sorry about that", and went on with.... That's pretty good as many other packages have been sitting ..... the buyer may have taken that as a rather "flip" response. That buyer was concerned with their delivery.

Your response would have been OK for most, but we have to walk a fine line when dealing with online buyers.

I started to do that as many here mentioned to illustrate to the buyer how bad this Covid holiday delay is... how many packages are delayed and not just theirs. Tips for a feedback reply?

My tip is to not respond to the feedback unless you have exhausted all options... which would include:

- trying to get it removed

- and apologizing to the buyer (after delivery) for being a little short with him in your reply (if removing it doesn't work), and sending a feedback revision request

C.

bigdeals.etc · ‎12-30-2020

Feedback Removed. First try was using the automated system (which I've mentioned earlier I'm not a fan of). It denied my request. I had my CS on the line and mentioned this to them and she removed it.

So I'll say it again... the automated system seems more strict with honoring removals than talking with a CS rep. Thanks all for your help. Happy new year.

wastingtime101 · ‎12-31-2020

Yeah, it really is more strict. I've had the best luck by posting a quote on the request form (and sometimes a link) of the exact policy and saying why the FB violates that policy. It doesn't always work, but I've had decent success that way.

GLORIOUS!

avonlady3047 · ‎12-31-2020

Sadly, I've run into a similar situation. I have 5 items that are showing still in transit. Contacted the post office and they said pkgs are still sitting waiting to be scanned. 1 out of 5 left a neg feedback and ebay won't remove it. They said buyers have the right to voice their experiences.

This particular experience is not our fault. If an item is shipped on time, we have no control after that when it is delivered. All shipping companies have experienced higher volume this year than in the past. They were not prepared and are having hard times in handling the volume.

I understand the frustration on the buyer side, but they should also understand the frustration on the seller side.

I'm hoping my other customers, after sending each a note explaining what's going on out there, will have the patience to wait until USPS catches up. They will.. Just hoping it's sooner than later.

ctownsellers · ‎12-31-2020

Why does ebay side with the buyer and seems to not care about the seller. These situations they will send out saying this does not count against your overall score in ebay and respond to buyer in the feedback. Why will ebay not protect the seller?