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!:-)))

[tvpventures]

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@duggmills wrote:

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.

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The buyer never submit return through ebay and never contacted me ever. There is no communications from buyer at all. My descriptions very detailed overall, I think, and I always post all limit 12 detailed pictures. I refrained from stating I bought them in Nordstrom because I threw out reciept and I dont have a box, so I did not want to write something that I cant proof that they are from Nordstrom. But overall description was very detailed.

Thank you for your comment! :-))

[tvpventures]

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@fern*wood wrote:

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.

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Yes, I was able to track only a few feedback he left for others they were positive, but one was sound very weird. He left one  feedback like that for another seller:

""Good, but jeans didn’t seem true to size... be careful.""     So I dont know whats the deal with this person responses like that..

Yes and he never contacted or submit return, I dont understand, I feel like he just purposely kind of decided damajed my 100% positive feedback. I may be wrong, but thats how it feels.

Thank you so much for your comment I got good advises here for my reply!! :-)))))))

[tvpventures]

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@virtualwhimsy wrote:

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.

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Thank you, yes, it may be good idea, but I am not ebay store owner, selling my stuff time to time barely making my money back sometimes..and  Ialso think when people see I dont accept returns will make them read description more carefully and ask questions,  I always include big note letter size note in the package always, saying: if you are not happy with purchase or have a problem please contact me for resolving an issue""    It was always work for me. This buyer on Ebay since 2008, I think he knows he has ebay protection.  I for some reason think even if I would offered returns on my page he would still leave me negative feedback. I dont know its just how I feel from what he said and how its all come out..:-))

[*madison]

Whatever reply you leave make sure it's a good one because the buyer can leave follow up comments and have the last word.

[losangelesniceguy]

May I humbly suggest a simple:

"SELLERS BEWARE" 

as a reply, rather than try and convey a complete story in so few characters.

But as others have stated it is best to always have returns accepted.

My opening statement for many situations has been; sorry you are not satisfied/happy/able to read/see photos "please return for full refund", seems to work.

Hope this helps.

[virtualwhimsy]

"Sellers Beware" ...

That sounds like an irrational seller to me and without details I would see that and move on to another seller.

It's always best to be professional, succinct, and unemotional.

[chrysylys]

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@albertabrightalberta wrote:

*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.

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You can only state your personal opinion based on the pictures in the listing.  Unless you work for the manufacturer, you cannot state anything definitvely.  And you have no idea at all what the buyer received.

[the*dog*ate*my*tablecloth]

Given that the OP has been here saying she bought them at Nordstroms, took her own pictures and alberta says from the pictures they are authentic, what's with the questioning of integrity? What's the point of people coming here for help if the posters are going to accuse the OP and our fashion experts of doing something unethical? Do you think the OP sent fuggs that weren't the boots in the pictures? Are you saying that someone intercepted the package and replaced the real boots? I don't understand where you're going with this?

If the OP says they're real and alberta says the boots in the pictures are real, what is your point?

I think it's far more likely that the buyer is calling them fakes because she wants money off or regrets buying them than the OP and alberta are involved in some kind of unethical behavior. It would be pretty stupid for them to be coming here outing themselves if that were true.

Sometimes hoofbeats mean horses.

[chrysylys]

I'm saying no one here has access to whatever the buyer says they took to the store.

I'm saying no one here works for the manufacturer of the brand.

[the*dog*ate*my*tablecloth]

alberta has been around for years authenticating purses and luxury goods. If she says it has the hallmarks of being authentic then I believe her. She seems to spend most of her time telling people things are fakes. It's always nice to see her confirm something is authentic.

You questioned what the buyer received, not what she took to the store. That has a totally different meaning. I just don't want people to be hurt without reason.

[chrysylys]

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@the*dog*ate*my*tablecloth wrote:

You questioned what the buyer received, not what she took to the store. That has a totally different meaning.

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No one here knows exactly what the buyer received and/or took to the the store.  That is the same position Corporate takes in these types of disputes, either as SNAD claims or when a seller claims a buyer returned a different item.

[tellmemama]

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@chrysylys wrote:

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@the*dog*ate*my*tablecloth wrote:

You questioned what the buyer received, not what she took to the store. That has a totally different meaning.

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No one here knows exactly what the buyer received and/or took to the the store.  That is the same position Corporate takes in these types of disputes, either as SNAD claims or when a seller claims a buyer returned a different item.

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Nor do we know if the buyer took anything to any store.  On the surface, it certainly looks like a partial/total refund fishing expedition using the negative feedback as bait.  Otherwise what person in her right mind would keep something she had "confirmed" as fake?  Especially with there being a does not seem authentic option for the MBG? 

I'm 100% with Dog one one point:  casting aspersions with zero proof against an OP is not the purpose of these boards.  Sure, there are times when posters check an OP's listings and feedback and more of the story is revealed than we are initially told.  Those OPs are usually dealt with accordingly.  But if I came here for honest help and "clean hands" only to suddenly have my listings and feedback dissected in order to support some false theory that the misdeeds were mine and mine alone, I would never come back.  And frankly I don't see anything to suggest this OP did a bait and switch with these boots.

Therefore it's unfair of you to speculate otherwise.

[def.a.posting.id]

never ever post with your selling ID>

for this reason and others.

once burned, never again.

[secretsquirrelisnowhere]

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wrote:

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@chrysylys wrote:

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@the*dog*ate*my*tablecloth wrote:

You questioned what the buyer received, not what she took to the store. That has a totally different meaning.

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No one here knows exactly what the buyer received and/or took to the the store.  That is the same position Corporate takes in these types of disputes, either as SNAD claims or when a seller claims a buyer returned a different item.

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Nor do we know if the buyer took anything to any store.  On the surface, it certainly looks like a partial/total refund fishing expedition using the negative feedback as bait.  Otherwise what person in her right mind would keep something she had "confirmed" as fake?  Especially with there being a does not seem authentic option for the MBG? 

I'm 100% with Dog one one point:  casting aspersions with zero proof against an OP is not the purpose of these boards.  Sure, there are times when posters check an OP's listings and feedback and more of the story is revealed than we are initially told.  Those OPs are usually dealt with accordingly.  But if I came here for honest help and "clean hands" only to suddenly have my listings and feedback dissected in order to support some false theory that the misdeeds were mine and mine alone, I would never come back.  And frankly I don't see anything to suggest this OP did a bait and switch with these boots.

Therefore it's unfair of you to speculate otherwise.

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Yet you believe it's all fair to accuse the buyer of scamming.  As someone who got sold a fake on Ebay before,  I am not so trusting. 

[dhbookds]

When you get a situation like this.....you have to remember the ultimate goal is to get the feedback removed.  For that, best thing to do is write the buyer, apologize for their disappointment, offer to refund in full with return shipping.    If you try to defend yourself, other than a general....I certainly sold these thinking they were authentic, you will get in an argument of authenticity which will get you nowhere, as the buyer will have to defend their point of view.  You want all your buyers to be satisfied with their purchase, that is your reason for offering the refund.......not getting the neg removed.  You shouldn't even mention the neg until after the return/refund is made. 

You will NEVER convince someone who truly has a belief that they are wrong.....especially when you are "defending yourself" in the process.

As someone else pointed out, the reason they didn't contact you, could be your no return policy......they believed contacting you would do no good.

Now, after no response to your messages, about the only thing you can do is respond to the feedback professionally......... Please Return for total refund, I certainly want my buyers to be satisfied....... makes you look good to anyone who reads the neg.......as opposed to defending your position that they are authentic.

jmo