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.

buyselljack2016 · ‎12-27-2020

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.

bigdeals.etc · ‎12-27-2020

@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?

janet9988 · ‎12-27-2020

Since the buyer stated "late delivery" I would think you could push to get it removed. Don't try for the removal until after the package has been delivered.

https://community.ebay.com/t5/Announcements/UPDATE-Helping-buyers-understand-shipping-delays-and-wha...

Lift your left leg at midnight to start off on the right foot. Happy new Year!

dhbookds · ‎12-27-2020

REALLY sorry if I sounded rude! USPS delivery problems are driving me crazy.

pjcdn2005 · ‎12-27-2020

I wouldn't try to get it removed until it is delivered. Once it is delivered, they might be prone to take off the negative as long as there is a scan showing that you shipped within your handling time.

busybeeshopper12 · ‎12-27-2020

I feel you. Especially when I get buyers asking in a rude way or demanding about their package I try my best to be profusely apologetic while explaining the situation with facts such as listing the exact tracking location and date and if I have opened an inquiry with usps. I try to take responsibility when needed or at least show I am trying to locate their missing or delayed packaged. However, I also let them know the situation with USPS, and while I try to show concern, I hope that they realize the situation is not the result of my inaction or lack of concern and not give me that negative.

bigdeals.etc · ‎12-27-2020

@pjcdn2005 @janet9988

It was already delivered 12/26 morning. I’m just waiting out the long wait time when I’m free for a call back to try and remove it (last I tried it was 2 hr wait). In the meantime I’m looking for feedback reply suggestions. Thanks.

Note: I also have another negative from yesterday that I’ll have to call and remove. That one is cut and dry. Tracking shows delivered but buyer says they don’t have it... so that one will be a slam dunk.

fashunu4eeuh · ‎12-27-2020

I didn't think your response was rude. I am wondering if the buyer got you confused with someone else?

If this were my buyer, i would reach out again and see what it is they were expecting from you, if they weren’t confused. For my delayed packages, i kept in touch with my buyers proactively; as a small seller that was doable. I also contacted my postmaster to look at the tracking to see if there were any updates they might be privy to that i could pass along to my buyers.

This was my attempt to show concern for the customer’s inconvenience, and that i was staying on top of things. No one opened cases or made demands, tho I did refund the doomed packages that had shown no movement in the 2 weeks prior to Christmas. My items are one off’s so could not send replacements, which would be another possible response.

As for leaving a feedback follow up, i think i’d go with something like:

“Utmost apologies for unprecedented shipping delays from pandemic/holiday rush.”

Good luck and let us know what happens.

buyselljack2016 · ‎12-27-2020

@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?

Possibly more messaging with the buyer to apologize for your reply to them coming across as rude could set up the ground work for a "revision". Assure them that as you already did, that you are concerned about their item arriving late, and that pointing out that others have worse problems was not am attempt to make light of their situation, but just to convey that there are extensive delivery issues at the moment. (most effective if the item actually arrived)

Of course it is possible that you could get a CSR to read the previous buyer/seller messages, consider it not rude, and remove it based on the
late" reference.

Lots of time left to do a reply, if needed, when other avenues fail.

anthonydelillo · ‎12-27-2020

You best "defense" against negative feedback is good customer service.

I message every buyer after I receive payment. I thank them for their purchase and inform them of the USPS delays due to the increased holiday shipments and COVID-19. I explain that packages may be late but usually are not lost. Being proactive is always helpful.

Multiple times throughout the day I check the tracking on all of my orders. If I see potential problems, such as no movement for a couple days, then I begin a Package Research Case (which isn't that helpful but shows the buyer that I care and am doing SOMETHING).

I regularly message the buyer to keep them updated. I thank them for their continued patience and reiterate that the reason the package is delayed is due to carrier issues. I continue to update them until the item begins moving and/or is delivered.

So far, no negative feedback. Yes, I am a much smaller volume seller than most. However, I still sold around 50 items this month and almost every one was delayed but any feedback I received was positive.

If a seller is too "high-volume" to provide top-notch customer service by making their buyers feel like they are heard and providing a personal touch, then the seller can naturally expect the buyer's feedback to reflect that.

spreadlovelikefire · ‎12-27-2020

Yeah, everyone's version of "top notch" selling is different. I ship around 40-50 items daily. There is absolutely no way I'd be able to go into every single order and track shipping and give buyers updates. However, I do send out an email thanking them for their purchase and explaining the covid situation. It has still not stopped the negatives or the item not received cases. Had one lady do it on Christmas day, merry Christmas to me, right! This was after I conversed with her very nicely about the dilemma and gave her several updates on her tracking. Even though any buyer can go into the sale and track the item themselves, I always go the extra mile. However, if you are doing this on every single purchase, it can cause a lot of distress and monotony. I'd have no time for anything else because of my volume. If this is your version of "top notch" customer service then you are really limiting your ability to expand to anything more. Good customer service can come in many forms, not just trying to control the every movement of an item. I had a seller do this to me one time and I was actually a bit annoyed by the over abundance of updates. I don't need a daily digest of anything. In fact, I don't really need any communication unless I initiate it.

anthonydelillo · ‎12-27-2020

@spreadlovelikefire wrote:
Good customer service can come in many forms, not just trying to control the every movement of an item. I had a seller do this to me one time and I was actually a bit annoyed by the over abundance of updates. I don't need a daily digest of anything. In fact, I don't really need any communication unless I initiate it.

None of my messages were an attempt to "control every movement" nor a "daily digest of anything". It is important that a seller updates their buyers when the expected delivery is delayed. Most buyers appreciate it and it significantly reduces the chance of a negative outcome.

I sent the first message on the day the buyer purchased the item (December 10). I always thank each buyer for their purchase and let them know I am shipping the same day or next day. This has been met with overwhelmingly positive responses from buyers. They like the personal touch and the confirmation that I am indeed shipping that day / the next day.

I sent the second message a week after the first, on the original estimated delivery date (December 17). This was definitely a necessary message to send as the buyer could have easily opened an Item Not Received case because the item did not arrive on time. My message explained to them that the package was indeed delayed and reassured them that I actually cared about their order.

The third message was sent four days later when the Package Research Case was closed (December 21). If the buyer looked at the tracking and saw that a Package Research Case was closed but the still didn't receive the package nor see any updates to the tracking, they could easily assume that the package was lost. Logically, they would have opened an Item Not Received case. I messaged them to inform them that the case was indeed closed but that did not necessarily mean the package isn't on the way.

The final message was sent today, December 27th once the package finally showed movement after almost two weeks of no updates. The buyer likely would not wait much longer and finally I was able to inform them that their package was on the move again.

bigdeals.etc · ‎12-27-2020

@anthonydelillo wrote:
You best "defense" against negative feedback is good customer service.

I message every buyer after I receive payment. I thank them for their purchase and inform them of the USPS delays due to the increased holiday shipments and COVID-19. I explain that packages may be late but usually are not lost. Being proactive is always helpful.

Multiple times throughout the day I check the tracking on all of my orders. If I see potential problems, such as no movement for a couple days, then I begin a Package Research Case (which isn't that helpful but shows the buyer that I care and am doing SOMETHING).

I regularly message the buyer to keep them updated. I thank them for their continued patience and reiterate that the reason the package is delayed is due to carrier issues. I continue to update them until the item begins moving and/or is delivered.

So far, no negative feedback. Yes, I am a much smaller volume seller than most. However, I still sold around 50 items this month and almost every one was delayed but any feedback I received was positive.

If a seller is too "high-volume" to provide top-notch customer service by making their buyers feel like they are heard and providing a personal touch, then the seller can naturally expect the buyer's feedback to reflect that.

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.

xali-13 · ‎12-27-2020

I am sorry for your bad experience.

Don't expect much from Ebay's unknowledgeable and uncaring seller support.

Just send them a request and tell everything, but do not expect much.

IMHO, they will probably not even read what you said. They will check the customer's feedback and send you that same template which only takes 3 seconds for them to send and tell you it is not eligible for removal.

Hopefully a wise guy checks your request and removes it.

If they refuse removing it, just write a response under that negative and do not think about it much. Just keep doing your business. Good Luck!