eBay

golden.lion.trading · ‎05-13-2023

I'm pretty sure the doll was not water damaged when I shipped it. Buyer never reach out to me to let me know of any issues. I don't think eBay will remove it, as I never got the option to refund or approve a return.

Feedback from buyer:

Doll was in horrible condition. Not because of the crushed box, but it looked like it had gotten wet. Blue dye and red dye all over the doll. Not knowing what happened and due to health concerns , I just threw it away. Won't order from again.

Reply:

I am sorry to hear about your dissatisfaction with the doll you received, seemingly due to water damage. It is possible that the damage may have occurred during the handling by the postal service. Your feedback is valuable. Reach out if you need assistance. Future buyers, your satisfaction is our top priority. We are committed to addressing any issues and finding a satisfactory resolution. Just reach out to us directly with any concerns, as we genuinely appreciate the opportunity to assist you.

12345jamesstamps · ‎05-13-2023

It wasn't an expensive purchase...might be why buyer didn't ask for a refund. Too many sellers send liquids in the mail which is probably why item was wet. I know you are not allowed to mail liquids by USPS. Give buyer some sort of story of such.

I had a buyer that got stamps that were wet and smelled of perfume. Buyer knew it wasn't my fault.

I suggest telling buyer what might have happened and offer a refund "upfront". I would not ask for a return. And kindly ask for a feedback change which I believe can be done in a very short period of time...I think 30 days?

gloryglorygifts · ‎05-13-2023

Ebay will not remove any negative feedback like this. I just blocked the last person that did that to me.

gloryglorygifts · ‎05-13-2023

That's a pretty good response. I, as a buyer, wouldn't hesitate to buy from you. Just fyi, my experience is that even if someone left a neg, and you reached out to them and resolved the issue, that doesn't mean that they will revise the feedback. You may want to block them from future purchases, even if they claim they won't order again. Who wants to work with someone that won't work with you?

vintagepl · ‎05-13-2023

very mature & professional of you. Bad things happen, that's life.

bigtexasyardsale · ‎05-13-2023

I beg to differ. I just had it done yesterday with the same scenario this seller faces.

studiodeflores · ‎05-13-2023

I think you'll be fine, as far as future buyers. You have 117 positives in this month alone and your reply to the negative review is respectful and objective and will reassure buyers that you are not one of the crazier people selling on ebay. As far as packing, wrap anything that could be damaged by water in a plastic bag. Assume a package could sit outside someone's front door all day in the rain.

stainlessenginecovers · ‎05-13-2023

Too long of a response making that negative stick out much worse.

Simple short and sweet

"We take care of our customers; communication is all that is required".

spark-chaser1 · ‎05-13-2023

As a buyer I regard the seller's response more than the buyer's feedback entry in the case of a negative.

I would consider yours to neutralize the buyers ' comments. It was professional and makes the point that you had no control to what happened post-shipment. However, I would agree with others that short-and-sweet is the rule of the day, to avoid a case of the "explanatories" that draws attention.

gloryglorygifts · ‎05-15-2023

Well good for you. It doesn't happen all the time.

luckythewinner · ‎05-15-2023

@golden.lion.trading wrote:
Reach out if you need assistance.

He left negative feedback and says he threw out the doll.

If he does as you suggest and "reaches out if he needs assistance", what specific assistance would you offer him for this specific transaction?

Would you give him a refund or a replacement if he asks?

whatmorefabric · ‎05-15-2023

There are some sites that you can "buy " the removal of a negative. They encourage you to reach out to your customer and discuss a resolution to the issue.

I have had customers offer to remove the negative for a small refund.