How do I reply to a buyer's negative feedback ? Looking for recommendations....

[tvpventures]

Hello, so here I am recieved first time negative feedback, couldnt sleep for 2 nights, because oviously feeback is very unfair and disohest.  And I am not really ebay store owner, so from selling time to time ofcourse it damaged my 100% positve feedback.  Now, after getting over it I need to reply.  The story probably relevant to many Ebayers.  Buyer never contacted me before or after,  decided just jump in and leave negative feedback 2 weeks later after recieving an item. I wrote him a few emails kindly asking to apply for return and revise feedback but feels like I will never get responce and I dont want to wait. I want to write reply now.  Whatever in feedback 100% untrue. Ebay ofcourse wouldnt remove it.

Anyways, I want to reply to the feedback, but 80 characters only. Any recommendations the best short ways to express responce?

So buyer said in feedback:

"Was told tried on once-Lies. Authentic but,100% fake. Went to ugg store 2 Verify"

First I never said or told anywhere that shoes were tried on once. Description says they were tried on, but never stated once or twice or any particular number of times. Ofcourse shoes are authentic, I bought them in Nordstrom,  I dont own fake stuff :-)) However I didnt have proof. And I never said in the description ofcourse that they are authentic. Description very detailed. Anyway, seems to me the person just decide to damage my 100% positive feedback. I think..

Anyway, I dont know what the best way respond in 80 characters. Any recommendations I appreciated.

Thank you!:-)))

[partial*eclipse · Accepted solution]

Mostly you need to point out that you offered a full refund if he returned them.

Maybe, "Genuine but offered full refund for return; no response from buyer."

[tvpventures]

That is very good.:-)) Thank you very much partial*eclipse!

[def.a.posting.id]

good good

a little stronger

100% authentic. Full refund offered. no response from buyer/just neg.

[nawlinsron2]

...and don't fret. That negative is itty bitty pixels from an itty bitty mind.
You are not your feedback.

[def.a.posting.id]

true that but I think in Ebaylandia you are your feedback.

eBay should do more do protect their sellers...

I'm sorry this happened to you TVP.

[albertabrightalberta]

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@tvpventures wrote:

Hello, so here I am recieved first time negative feedback, couldnt sleep for 2 nights, because oviously feeback is very unfair and disohest.  And I am not really ebay store owner, so from selling time to time ofcourse it damaged my 100% positve feedback.  Now, after getting over it I need to reply.  The story probably relevant to many Ebayers.  Buyer never contacted me before or after,  decided just jump in and leave negative feedback 2 weeks later after recieving an item. I wrote him a few emails kindly asking to apply for return and revise feedback but feels like I will never get responce and I dont want to wait. I want to write reply now.  Whatever in feedback 100% untrue. Ebay ofcourse wouldnt remove it.

Anyways, I want to reply to the feedback, but 80 characters only. Any recommendations the best short ways to express responce?

So buyer said in feedback:

"Was told tried on once-Lies. Authentic but,100% fake. Went to ugg store 2 Verify"

First I never said or told anywhere that shoes were tried on once. Description says they were tried on, but never stated once or twice or any particular number of times. Ofcourse shoes are authentic, I bought them in Nordstrom,  I dont own fake stuff :-)) However I didnt have proof. And I never said in the description ofcourse that they are authentic. Description very detailed. Anyway, seems to me the person just decide to damage my 100% positive feedback. I think..

Anyway, I dont know what the best way respond in 80 characters. Any recommendations I appreciated.

Thank you!:-)))

---

@tvpventures

*Sigh* I'm so sorry because I know Uggs and your Uggs are absolutely authentic. Every single detail, from the style itself, the buttons, the binding connecting the sole to the upper, the labels, the sole, etc. 

So your buyer is wrong. 

That said, I have several comments: 

You stated:  "First I never said or told anywhere that shoes were tried on once. Description says they were tried on, but never stated once or twice or any particular number of times." 

My comment: It's irrelevant how many times they were "tried on." If they were worn and there's any scuffing on the soles, that should be disclosed but if the sticky labels affixed by Uggs are still there, they wouldn't have been worn since those labels would have fallen off. 

You stated:  "Ofcourse shoes are authentic, I bought them in Nordstrom,  I dont own fake stuff :-)) However I didnt have proof." 

My comment: Proof of authenticity is based on the details of the item itself. Receipts, boxes and other props don't prove anything because they can either be faked or genuine props can be used to "prove" authenticity of fakes. So whether you had proof of your source, it wouldn't have meant a lot.

You stated:  "And I never said in the description ofcourse that they are authentic." 

My comment: I'm not sure whether your comment came across as intended but the fact is that using the word "authentic" isn't necessary. Since fakes are illegal and prohibited on ebay, ANY item with a brand name MUST be genuine and authenticity is implied. (Many sellers of fakes think that if they omit describing as authentic, they can list counterfeit items but they're wrong.)

I don't know whether she took them to an Uggs store or not. It's possible that Uggs is like other companies that deem items as fake when it's disclosed that they were purchased from ebay. Those companies don't like resellers and will knowingly lie to try to discourage the sale and purchase from unauthorized sellers. 

Refer your buyer here if you think she's open to it. I'd be interested to know why she thinks they're fake. Fakes don't have the feel and quality of the genuine product. (I've seen fake Uggs and they look and feel fake!)

[duggmills]

Has eBay issued a refund to this bleeping buyer yet?  Tighten you seat belt, the ride could get bumpier.

As after-the-fact as this sounds (and is), it would be of benefit to state in you listing that you bought these new at Nordstroms or off the back of a truck in an alley in Newark one night... oh wait. maybe not that line...

The more time you spend on  descriptions with more pictures the better your chances of surviving the first rule of politics and retail; The Masses Are  ___es.

[fern*wood]

What does their feedback left for others look like?  If I received an item that I felt was not authentic, or as described, I would return it.

Unfortunately there are some buyers out there that use feedback to freak out sellers and get refunds, or at least, some money back.  Sellers need to stop encouraging this behavior.

That follow up partial*eslipse gave you was a good one.  Most of us have easily survived getting bad feedback.   Good follow-ups are the key.

[tvpventures]

Thank you def.a.posting.id! That sounds very good too. 🙂

[tvpventures]

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@nawlinsron2 wrote:
...and don't fret. That negative is itty bitty pixels from an itty bitty mind.
You are not your feedback.

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Thank you, I know, :-))  I guess I have very sensitive  personality towards unfariness and dishonesty. :-((

[calntom]

You came to the right place to obtain an appropriate response to the feedback. Some very good wordsmiths visit here.

[tvpventures]

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@def.a.posting.id wrote:

true that but I think in Ebaylandia you are your feedback.

eBay should do more do protect their sellers...

I'm sorry this happened to you TVP.

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Thank you, true, I talked to ebay representitive he said that buyer can assume may be different thing from description, I said in description "were tried on only" representetive said that buyer might assumed "tried once only" . I was thinking so why do we write description then if buyer can assume anything and it is make him/her right always.. ! So representitive said buyer can express any emotions towards purchase. That is what ebay representitive said. Unbeilevable. And he was kind of mean. Definately did not feel like seller protection help.

[tvpventures]

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*Sigh* I'm so sorry because I know Uggs and your Uggs are absolutely authentic. Every single detail, from the style itself, the buttons, the binding connecting the sole to the upper, the labels, the sole, etc. 

So your buyer is wrong. 

That said, I have several comments: 

You stated:  "First I never said or told anywhere that shoes were tried on once. Description says they were tried on, but never stated once or twice or any particular number of times." 

My comment: It's irrelevant how many times they were "tried on." If they were worn and there's any scuffing on the soles, that should be disclosed but if the sticky labels affixed by Uggs are still there, they wouldn't have been worn since those labels would have fallen off. 

You stated:  "Ofcourse shoes are authentic, I bought them in Nordstrom,  I dont own fake stuff :-)) However I didnt have proof." 

My comment: Proof of authenticity is based on the details of the item itself. Receipts, boxes and other props don't prove anything because they can either be faked or genuine props can be used to "prove" authenticity of fakes. So whether you had proof of your source, it wouldn't have meant a lot.

You stated:  "And I never said in the description ofcourse that they are authentic." 

My comment: I'm not sure whether your comment came across as intended but the fact is that using the word "authentic" isn't necessary. Since fakes are illegal and prohibited on ebay, ANY item with a brand name MUST be genuine and authenticity is implied. (Many sellers of fakes think that if they omit describing as authentic, they can list counterfeit items but they're wrong.)

I don't know whether she took them to an Uggs store or not. It's possible that Uggs is like other companies that deem items as fake when it's disclosed that they were purchased from ebay. Those companies don't like resellers and will knowingly lie to try to discourage the sale and purchase from unauthorized sellers. 

Refer your buyer here if you think she's open to it. I'd be interested to know why she thinks they're fake. Fakes don't have the feel and quality of the genuine product. (I've seen fake Uggs and they look and feel fake!)

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Thank you so much for your comments, thank you for understanding how I feel!    You know they are authentic, I know that too, so when I saw feedback from this person, I know he was lying. Anyway I wish I could fit all this responses like you wrote in to 80 characters reply to negative feedback that I am trying to put together.

The problem is buyer never contacted me before or after never apply for refund through ebay, ever. He purchased shoes in the begining of January and left feedback 2 weeks later recieving them. I emailed him twice asking kindly to submit return and possibly revise feedback, no response. So there is no communications from buyer at all, just the feedback. :-((

ButI I think I really need to reply to negative feedback, because I dont sell a lot of stuff so if you look my feedback alltogether it is defeinately damaged overall, its not like I sell hunderds items per month and one neg feedback, you know what I mean.

[virtualwhimsy]

Sorry about the neg.

I looked at the original listing and it states "Seller does not accept returns".

You might want to rethink that - Some buyers will take that literally and think there is no need to contact you because you've already stated up front you won't help them.

I realize you offered a return, but stating you won't on your listings will only cause you more of this kind of problem.

My 2 cents.