I got my first negative review ever!! Need some advice/input...

[mintclosetshop]

Hi everyone!

I've had my eBay account since 2006, and started selling clothes from my closet in 2018. I have ALWAYS had 100% feedback score.....until today. I am ALWAYS willing to work out any issues, and this buyer did not contact me, but went right to leaving a negative feedback. My score went from 100% to 85.7%....I'm sooo disappointed. I have always been able to rectify an issue, and can honestly count on 1 hand the number of issues I've had in 5 years as a seller.

The item they bought was a new with tags blouse, only worn to try on, and they said the neckline damaged because it is stretched out. I go over everything I list, and have been staring at my listing at the neckline, like "is it stretched out?!"

The kicker is this person created their eBay account on 8/21/23 (about a month ago!) has a 100% feedback score with 8 reviews as a buyer! I've sent them a message in hopes of working it out, and if not, I'll ask for a revision from eBay. 

In the meantime, do you guys think this will affect my sales? Will people look at my score and say "oh hell no" and click out, or do you think they'll look and see this is my only negative feedback and still give me a chance? I feel like this shouldn't be affecting me as much as it is. I sell on and off, but have recently been back on to make some extra money since my family is going through a hardship. And correct me if I'm wrong- I think since because I recently started selling again and have made 6 sales in the last 12 months, that's why my score dipped so bad? It's just a little wild to me- perfect score in 5 years selling/17 years overall, and 1 negative review, and it tanks.

Anyways- any advice, help, or words of encouragement, please share 🙂 Thank you for reading! 

[annadryl]

Sometimes buyers will lie about condition because they see your No Returns policy and feel they are stuck with it. I'd ask them if they would like to return, you'd be happy to work something out. They may or may not want to. Feedback is something to be possibly be worked out later. The blouse may have not quite fit, they have buyers remorse, whatever, but a No Returns stance in the listing doesn't indicate that you'll work with them. They don't know that. I'd change that, especially for clothes. Good luck~

[greatmidwestcoin]

I'm sorry to hear that. I know how shocking it is to see a Neg FB. Have you reached out to the buyer? I would offer the buyer something off or help pay for the alteration she mentions. Then possibly you could mention you would appreciate it if she could reconsider the FB left how it will impact your sales and how hard you work to ensure your positive FB and customers being happy. Apologize for any misunderstanding, blah blah blah. Just my thoughts.

[luckythewinner]

I'll ask for a revision from eBay.

eBay is not going to remove feedback because you claim it is inaccurate. 

The kicker is this person created their eBay account on 8/21/23 (about a month ago!) has a 100% feedback score with 8 reviews as a buyer!

What makes this a "kicker"?

Will people look at my score and say "oh hell no" and click out, or do you think they'll look and see this is my only negative feedback and still give me a chance? 

There are millions of buyers on eBay. Some may, some may not. 

And correct me if I'm wrong- I think since because I recently started selling again and have made 6 sales in the last 12 months, that's why my score dipped so bad?

You are not wrong. Your feedback percentage is based on the previous 12 months only. 

[chapeau-noir]

If I'm shopping and see someone with a low percentage and also a low feedback score, I will always look, and sure enough, I see that the seller only sells occasionally, or at a modest level, so one single neg really dumps the score. It won't deter  me from purchasing.

What WOULD deter me is the lack of returns - I think it's a poor idea with clothing, shoes, etc. Some very good sellers manage it, but they're established with very steady sales and clientele. What I would do if I were you is dump the no-returns, take 30 day buyer pays returns to help your sales.

If it's the Free People blouse, it's very cute with great photos, but I see a neckline problem - partly it's the type of fabric used but partly it looks like the left side (facing the item) of the V neckline is not mitered correctly - it does look defective, and your buyer apparently decided they were stuck with fixing it themselves. They really should have contacted you first, though, instead of landing that neg on you.

Sorry, my post is such a mixture of glad and bad. Just keep selling, I'd advise a change in returns policy, and see if you can work things out with your neg leaving buyer.

[dbfolks166mt]

     Others have already provided some good advice/suggestions. Always remember a buyer will only have positive feedback since that is all sellers can leave them. One thing you may want to consider is responding to the buyers feedback in a cordial manner something to the effect that

Buyer never contacted me regarding any issues with the item. Had they done so I would have worked with them to resolve the issue to their satisfaction. 

[mintclosetshop]

Hi!

Thank you to everyone for the feedback! I really appreciate reading all your input. Some things I wanted to reply to-

The No Returns Policy- my initial hesitation when I started was that I thought it would be a hassle, or perhaps getting screwed over by a dishonest buyer, or my item returning damaged. In all my sales, I've only needed to refund 3 people. After reading the comments, my perspective has changed, and I will be changing my return policy. I understand I'll need to build back trust with buyers. 

Reaching out to the buyer- I've sent them a message asking if we could work things out, but haven't gotten a response back. I'll give them a couple more days, and see if they respond, and if not, I'll figure out what to do from there. The initial shock of seeing my lower feedback score has worn off, so I'm better to keep it moving.

The item- yes, it is the Free People top 🙂 After staring at the pictures last night, I am also seeing the issue in the neckline. I do feel bad having missed this during my final check before packaging it up. I am going to follow up my initial message stating this, and that I would be happy to send them a refund. And also kindly ask if they would be willing to amend their feedback. 

I'm not going to let this deter me, and I hope anyone else who is or finds themself in a position like mine, to not be so down on yourself. Make it right if you can, and keep moving. I'm going to keep listing, hopefully get my sales up and hopefully get my score back up. 

Thank you everyone!

[maxine*j]

That first neg always hurts, especially when it has such a big impact on the percentage.

You might consider replying to the feedback with something along the lines of:  "I am sorry you were disappointed.  Please return the blouse for a full refund."  That shows future, potential buyers that you are calm, professional, and will be easy to work with should a problem arise. 

If the buyer does open an Item Not As Described case for the refund, deal with it promptly.  Otherwise, just carry on with your sales but, as others have suggested, do reconsider your "No Returns" policy.

-

[tobaccocardyahoo]

IMO a No Returns Policy and selling women's clothing is a risky proposition.

Unhappy buyers, for whatever the reason, need an outlet, which being able to return gives them.

A new buyer will leave negative FB because they do not know about the Ebay Guarantee and will not open an NAD claim.

There once was a time when I would sell anything I thought I could make some money on. I know pass up many opportunities to buy because I want no hassle sales.

[icehouse907]

You think you got the bad end of negative feedback?? Check this story out!!! I got 2 negative feedback this week from bidders that didn't pay for the items they won on auction. I waited the 4 days for payment with no response from buyer in those 4 days at that point I turn it over to ebay for non payment. The listing is canceled. I Do however leave feedback say.   " deadbeat bidder-- no response " I feel that's fair since they are obligated to pay if they win auction. And may have sympathy if they reach out and say they bid in error or changed their mind.i don't like doing that but it's likely not going to pay anyway. But when you send payment reminders over the course of 4 days and absolutely NO RESPONSE?? And then get to leave negative feedback?? Ebay does nothing about the feedback AND they do NOTHING about the deadbeat bidders!!! I've got 2 more right now-- no pay-- no response. Ebay is absolutely no help at all their customer service people are 25 years behind civilization. Something needs to be done about this just not sure what can be done.you would think a over 10 million dollar loss in the last quarter would raise a red flag. Bring customer support back to United States would be a huge help

[bonjourami]

Ebay will do something about your negative fb's left if the buyers complain. Your account will receive a strike,and the fb will be removed. Did you report those 'buyers' who negged you without paying? I didnt think that was possible.

[reallynicestamps]

ZOMBIE THREAD FROM AUGUST 2023

The problem with zombie threads is that the advice may be out of date and no longer accurate.

@icehouse907 

When you get an Unpaid Item, you should be opening an Unpaid Item Dispute after 96 hours. This closes immediately giving the deadbeat a Strike and you get any fees returned.

The deadbeat cannot leave feedback.

The deadbeat cannot bid on the millions of listings with automatic Blocks on buyers with Strikes.

When you left a "false positive" not only did the deadbeat get a higher score than they previously had, since a false positive is still a positive, but you made it very difficult for yourself to have their negs removed.

Because your false positive is against eBay rules, if you ask to have the negs removed, you are very likely to get Defects for each of those.

The deadbeat's negs stand.

Your "false positive" wording is removed.

The positive for the deadbeat stands.

Your Defects can lead to higher fees, restrictions on the number and value of future listings, and even account closure.

And the only reader of the feedback will be your potential  customers, who don't buy from angry vengeful sellers.

If you have a  problem,start your own thread.

[percifield8]

I got my first ever NEGATIVE reply yesterday;  HELP!   the buyer NEVER contacted me regarding her order;  never messaged, nothing;  just left a nasty comment.   I offer a free moneyback guarantee up to 30 days.  IF the buyer would have contacted me,  I'd have refunded her immediately.   However,  the buyer left a nasty comment.   She has not answered any of my 2 messages.  NOTHING.   Ebay did nothing.   HELP!  I have friends that do other selling sites and they keep on saying "Switch to this.......or that......"  HELP!

[albertabrightalberta]

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@percifield8 wrote:

I got my first ever NEGATIVE reply yesterday;  HELP!   the buyer NEVER contacted me regarding her order;  never messaged, nothing;  just left a nasty comment.   I offer a free moneyback guarantee up to 30 days.  IF the buyer would have contacted me,  I'd have refunded her immediately.   However,  the buyer left a nasty comment.   She has not answered any of my 2 messages.  NOTHING.   Ebay did nothing.   HELP!  I have friends that do other selling sites and they keep on saying "Switch to this.......or that......"  HELP!

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Although this is a 2 year old thread, I'll comment. 

Your buyer either didn't see the return policy (which BTW is NOT a free return - buyer pays return shipping) or they just didn't want to pay return shipping on a smoky item.

Either way, I agree they should have contacted you. 

At this point, I would contact the buyer, tell them to open a return request for "not as described" and you'll accept and issue a full refund. Or you can just refund and let the buyer wash or dispose of the smelly bag.

[jonathanbrightlight]

@percifield8  You posted this on a very old thread that most recently had a comment about it being a very old thread...

Please start your own thread if you'd like advice, but really I don't see anything removable about that negative feedback.