Inaccurate negative feedback from buyer

[reggiomedia1]

Received a neg stating the CD "did not come in plastic". This is true but this particular item was never shrinkwrapped to begin with, they all came unsealed. Would this be valid reasoning for eBay to remove the feedback if the buyer does not respond to my messages?

[couldabeenworse]

It would not qualify for feedback removal, but if you call enough times, somebody might still remove it.

[paudoh-16]

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@reggiomedia1 wrote:

Received a neg stating the CD "did not come in plastic". This is true but this particular item was never shrinkwrapped to begin with, they all came unsealed. Would this be valid reasoning for eBay to remove the feedback if the buyer does not respond to my messages?

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You'd think it should be but I wouldn't hold my breath. I would just post a response stating that the CD never came shrink wrapped. 

[reggiomedia1]

Would calling multiple times about the same thing be detrimental to my case?

[hillbillymedia]

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@reggiomedia1 wrote:

Received a neg stating the CD "did not come in plastic". This is true but this particular item was never shrinkwrapped to begin with, they all came unsealed. Would this be valid reasoning for eBay to remove the feedback if the buyer does not respond to my messages?

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I`m sorry this happened to you but you just stated yourself that the statment is actually true. It`s a darn shame that buyers aren`t emailing the seller when they have an issue because if they had.....you could have simply explained that. In fact... If it were me I think I might email the buyer and explain it to them and see what they say. Maybe they would agree to a feedback revision?.

[spreadlovelikefire]

I would call and say this word for word "I did not advertise in the listing that the CD was shrink wrapped".  The eBay reps tend to read from a script and by stating that it wasn't advertised in your listing it may be able to be removed.  

[hillbillymedia]

Maybe something along the lines of: I see that you were unhappy with the cd because it wasn`t shrinkwrapped. I`m not sure if you are aware but these didn`t come shrinkwrapped when they were new. The CD I sent you was in fact new. Is there anything we can do to work this out so I can get my seller reputation repaired?

[futuretomorrow]

@reggiomedia1

Can you tell me why you changed the representation of the buyers feedback here in your post? Did they notify you of the problem worded differently than what their feedback CLEARLY "suggests" the problem is?

The buyer never said anything about shrinkwrapped in their negative feedback. What they did state is common for poorly packed CD's and other media with fragile plastic parts. Unless they are lying, their feedback says the internal plastic part that holds the CD itself was broken and they state how/when they believe it happened and again, it's common.

I have close to 500 CD's and have had this happen too many times to count due to poor packing or even with great packing just being placed at the wrong angle at some point during it's journey. This has absolutely nothing to do with being shrinkwrapped and they even stated the details to the former, not the latter being the issue.

Please clarify. Thanks.

[reggiomedia1]

My understanding was that the buyer believed the item did not come in plastic meaning shrink-wrap, but now re-reading it I think they did actually mean maybe the internal cd tray was crushed. I did not understand that initially since the actual outer portion is not plastic. Aside from this however, the frustrating part is that I could easily replace the item or offer a full refund but the buyer is not responding yet to my messages or phone call.

[spreadlovelikefire]

Recently I was able to get a negative removed as the buyer never contacted me after several attempts of trying to resolve the problem.  I sold him some underware that were packaged by the manufacturer incorrectly.  I sent him a new box, uploaded the tracking number, and he never did respond even after receiving the new pairs without having to return anything.  I called ebay and they removed the negative stating that they could see that I gave great customer service and really went above and beyond.  So if you have another plastic piece/or cd to send them maybe consider it if you are wanting the negative reversed.  It would be your best chance at getting it removed.  

[hillbillymedia]

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@futuretomorrow wrote:

@reggiomedia1

Can you tell me why you changed the representation of the buyers feedback here in your post? Did they notify you of the problem worded differently than what their feedback CLEARLY "suggests" the problem is?

The buyer never said anything about shrinkwrapped in their negative feedback. What they did state is common for poorly packed CD's and other media with fragile plastic parts. Unless they are lying, their feedback says the internal plastic part that holds the CD itself was broken and they state how/when they believe it happened and again, it's common.

I have close to 500 CD's and have had this happen too many times to count due to poor packing or even with great packing just being placed at the wrong angle at some point during it's journey. This has absolutely nothing to do with being shrinkwrapped and they even stated the details to the former, not the latter being the issue.

Please clarify. Thanks.

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Nice catch!! Sorry I missed it. My advice would still be similar.

[muttlymob]

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@reggiomedia1 wrote:

Received a neg stating the CD "did not come in plastic". This is true but this particular item was never shrinkwrapped to begin with, they all came unsealed. Would this be valid reasoning for eBay to remove the feedback if the buyer does not respond to my messages?

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It would not be advisable to call eBay and ask because they could easily see that the buyer did not leave feedback stating "did not come in plastic."

You could try for a feedback revision though, since you obviously know how to.  Unless you have run out of your allotment for this year.

[futuretomorrow]

Thanks for clarifying. Now that we have a better understanding of what the buyer may have meant if we're all understanding their feedback properly, yes...this is beyond frustrating because it could have been remedied very very easily if they had simply contacted you first. I can't see their feedback history or name to see if this is simply the way they prefer to deal with any type of issue(s).

Not to make this about me, but this is almost exact to the letter of how I received my first negative after 10yrs here on eBay. They simply would not respond to any form of help after opening a case and about a week later, may have been less, I got a negative. It had the same psychological affect on me as when you notice that first scratch on your brand new car. 

I would see what eBay can do but you may have to live with the fact as I eventually did that for reasons we don't need to dive into and are out of our control some people don't want to interact with another individual to resolve a problem and would simply prefer to leave feedback they deem appropriate if the system/platform allows it. In the end, I'm genuinely sorry this happened to you due to someone simply not contacting you first for a solution.

[futuretomorrow]

@reggiomedia1

One more thing I forgot to add. You can leave a follow up comment which I believe is extremely helpful because it shows future buyers of your items that you did try to resolve the issue for your buyer.

My advice in doing this is to give it a day or two to let any hard feelings subside if you have any and come up with a response that sounds as professional as any good Fortune 500 company would leave for a trustpilot complaint. That site has some excellent responses to buyer complaints as due other sites that allow a follow up to a negative or complaint.

Keep it professional and whatever you do DO NOT come across as if you're attacking the buyer. 

[futuretomorrow]

@hillbillymedia

"shrinkwrapped" aside now that we have a little more clarity, this is solid advice. Buyers are often unaware of how they've just impacted a seller by being quick to leave a negative without contacting the seller/store first. It's worth a shot.