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.

ms.rodriguez* · ‎05-13-2023

That is a great response. Nothing that can be done. I would still buy from you. Too bad that the IDS are hidden. I wonder if this buyer bought from another seller and got a bad doll and confused you as the seller. I would NOT refund this buyer at all at this point. They should have reached out to you.

In the future, put the item in a baggie. Get a roll of those thin veggie baggies from some online site that sells those items. Put your item in the baggie and seal it. You never know if a box is left out in the rain too.

tabcu51 · ‎05-13-2023

@golden.lion.trading wrote:
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.

Not bad, not bad at all...

Only thing I would've done is not blame outside causes (such as the post office), as in no finger pointing but I think in your case that was minor. The big thing here is not to blame the buyer and you accomplished this very nicely, also opening the door for this buyer to contact you again so you can both find a happy resolution is beautiful.

All in all a good reply.

ckimodog · ‎05-13-2023

@golden.lion.trading

Your reply was very professional. However, I don't think it will be removed. Customers are allowed to express their experiences here on eBay, positive or negative or not at all.

Look at this way, 99.9% of your other customers were very happy with their purchases & are singing your praises. That's pretty good in my my book. Things happen.

Keep smilin' and selling!

ms.rodriguez* · ‎05-13-2023

Remember, it will drop off in a year. Continue doing great work.

calculus314 · ‎05-13-2023

I hope you didn't give a refund without getting it back. I would never give a refund for something that was supposedly "thrown away". How do you know they didn't scam you without getting it back?

bigtexasyardsale · ‎05-13-2023

You're "pretty sure"? That doesn't sound very good as a seller.

No photo sent of the alleged issue? That doesn't sound very good as a buyer.

If the buyer never contacted you, made no effort to resolve their issue and just left the neg, request the feedback be removed.

golden.lion.trading · ‎05-13-2023

You're right. "I'm 100% sure it was not water when I shipped it". No contact before feedback.

golden.lion.trading · ‎05-13-2023

Thanks, appreciate the input.

golden.lion.trading · ‎05-13-2023

No refund in this case.

yoonix1 · ‎05-13-2023

Professional response. The only thing I would have done different, before wiring a FB, I would contact the Buyer through EBay message to try to resolve an issue. Sometimes Buyers buy multiple items from different Sellers, and leave mistaken reviews.

fern*wood · ‎05-13-2023

Seems strange for a buyer to do this instead of returning. It's like throwing money away if that's what they ended up doing. I thought your response was fine. Maybe a bit long, but it flowed.

maxine*j · ‎05-13-2023

I think it is courteous and sincere. I think any future buyer will look at that and (a) note that it's one neg among a huge number of enthusiastic positives, (b) wonder why the buyer threw the doll away instead of asking for a refund and (c) figure you would be easy to work with if a problem were to arise.

I might have left out the reference to the postal service and kept it a bit briefer -- but, really, it is your voice that matters, and your voice sounds calm and professional.

-