How to handle (respond to) undeserved neutral feedback?

[kate_lily]

Sold a jigsaw puzzle, brand new, factory-sealed. Looked at feedback today and saw I received a Neutral because customer is unhappy the puzzle was missing a piece. I feel this is unfair because it is a manufacturer defect and I had no knowledge of the issue.

(1) Buyer left feedback without contacting me to resolve. I would have replaced or refunded for her.

(2) Box specifically states to call manufacturer if there is an issue. I know from previous dealings with the manufacturer that they send out a free item.

Please correct me if I am wrong, but when I have proceeded to leave neutral feedback, ebay says to contact the seller BEFORE leaving neutral or negative feedback.

[*help_no_brakes* · Accepted solution]

"Please correct me if I am wrong, but when I have proceeded to leave neutral feedback, ebay says to contact the seller BEFORE leaving neutral or negative feedback."

That is a suggestion...not a requirement.

Forget about the neutral & move on.

Most buyers don't read descriptions & won't see that neutral...unless you call attention to it  for the few that read feeback comments.

[disneyshopper]

You can reply to that feedback if you like, telling the buyer that the manufacturer says to contact them.

[7606dennis]

While I probably would have contacted you prior to leaving feedback, I can appreciate the buyer's frustration at getting to the end of putting together a 500 piece puzzle and finding there were only 499 pieces.  That is probably as frustrating as playing solitaire and discovering that there were only 51 cards in the deck.

[coolections]

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@disneyshopper wrote:

You can reply to that feedback if you like, telling the buyer that the manufacturer says to contact them.

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Bad idea. If I buy on Ebay I would not expect to have to call the manufacturer. For a $5 item most people prefer to throw in trash and just leave appropriate feedback. The message suggests the buyer contact the seller but a buyer does not have to.

[kate_lily]

@7606dennis

Yes, I understand a missing piece is frustrating, but the buyer blamed the wrong person (IMO). It is a new, factory-sealed item. I didn't lose the piece. The manufacturer lost the piece.

Last year, I purchased a 500 piece puzzle on eBay. Turned out to be missing a piece. I called the manufacturer and got a free replacement--simple. I messaged the seller to inform him "I know this is a new, factory-sealed item, but FYI it was missing a piece. I know this isn't your fault. I have contacted the manufacturer."

The seller isn't psychic; he had no idea it would be missing a piece. I still left positive feedback for the seller because it was a new, factory-sealed item. He fulfilled his obligation: 
How accurate was the description?
How satisfied were you with the seller's communication?
How quickly did the seller ship the item?
How reasonable were the shipping and handling charges?

Earlier this year, I received neutral feedback on my other site because buyer complained puzzle pieces were lighter in color than the image on the box. OMG. How was that my fault?!

I know, Neutral is better than Negative, but it still sucks.

Yes, I realize I am too thin-skinned to be an eBay seller, lol.

[7606dennis]

Your buyer didn't buy it from the manufacturer, he bought it from you.  He could have filed a SNAD and forced you to pay for the return shipping along with a full refund and given you a neg to boot.  Frankly, his neutral wasn't too bad.  Of course, I agree that it would have been nice had he merely opened a return request and not left any feedback.  But the fact is, eBay's MBG puts things on you and not the manufacturer.

[kate_lily]

@7606dennis

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@7606dennis wrote:

Your buyer didn't buy it from the manufacturer, he bought it from you.  He could have filed a SNAD

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Light-hearted conversation... Playing devil's advocate... Just curious because it has never happened to me...

How could the buyer file SNAD? I sold a new, factory-sealed puzzle and she received a new, factory-sealed puzzle. Nothing in the listing says "complete." 

[*help_no_brakes*]

"How could the buyer file SNAD?"

Any one of a dozen ways.

Received an empty box.

90% of pieces missing.

The list is endless if a buyer wants to file SNAD they will find a way.

[kate_lily]

@*help_no_brakes*

Thanks for fueling my mild paranoia and general dislike of people, lol.

Why can't we all play nice and get along (as I sigh and hang my head in despair).

[chrysylys]

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@kate_lily wrote:

@7606dennis

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@7606dennis wrote:

Your buyer didn't buy it from the manufacturer, he bought it from you.  He could have filed a SNAD

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How could the buyer file SNAD? I sold a new, factory-sealed puzzle and she received a new, factory-sealed puzzle. Nothing in the listing says "complete." 

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 "Puzzle 500 Pieces MAJESTIC ... "

Easy.  "Listing says 500 pieces, only received 499  "

[tunicaslot]

Kate unfortunately - it's one of the Pitfalls of selling anywhere. Just like when customers call to complain about their cable being out - the CS rep they complain to did not flip that switch or cause their problem - but they are the ones that get the flack.

Many buyers find it just easier to leave feedback or open a case without contacting the seller - I wish it was a requirement but it isn't.

Best to you.

[retrose1]

Neutrals do not count against a seller and your neut doesn't appear to be blaming you for the problem. 

BUT since you are selling factory sealed merchandise - you should reply about how the puzzle was factory sealed and to contact you about a problem.  To not do so implies that you are selling anything you find and don't check it.  Do NOT say anything about a refund in the reply.

There are some scammers that will just drop a neg or neut on a seller to see if the seller is paranoid about their account and will just give them a refund to get the feedback changed.  I'd bet that after they drop the feedback, they don't bother with it anymore unless you directly contact them about it.

The thing about replying to feedback is to state your case without emotion or name calling, AND to discourage or not say anything that will let scammers know that you are an easy mark.  There are many feedback comments that can easily be ignored, there are others that need a reply.  While most buyers ignore feedback, you do not want something on your account (especially a new one) that gives out negative implications about what you are selling.

[chicboutique31]

the exact same thing happened to me with a manufactory sealed 100 piece poker chip set. they left me neutral feedback claiming there were 99 pieces. Not my fault becuase i couldnt count the pieces. Had they messaged me, i wouldve sent them an entire new set or the piece they were missing. i just accepted it and moved on. you cannot prevent people from writing what they want.  its all part of the Ebay world.

if im not mistaken though, neutral feedback does not effect your percentage or score, only the negs do.

[luckythewinner]

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How to handle (respond to) undeserved neutral feedback

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Light-hearted conversation... Playing devil's advocate... 

How in the world can a neutral be "undeserved"?

It's neither positive nor negative.