My first negative feedback, Unfair reasoning?

[depave-13]

Hey all I received my first negative feedback on an item of mine. I sold a pair of stud earrings 14k gold and the buyer leaves me negative feedback saying the post is too short and they cant wear them? The post of the earring was the basically the same size as any other earring and they commented saying that they should have been labeled and childrens. They never messaged me once to resolve the issue. They were 14k gold earrings and definitely not for children. Should I contact ebay to have it removed? I already contacted the buyer asking why they didn't message me beforehand. Here was the item https://www.ebay.com/itm/388056827997

[soh.maryl]

You could contact the buyer and suggest that they could return an item they found unsatisfactory.

Contacting eBay to have it removed isn't necessarily going to work because they will say it represents the buyer's opinion of the transaction.

[racingfishdog]

It is doubtful that they will remove the feedback.  They did not make an attack, only stated an unfair opinion.  Personally, once the feedback is there, I consider the transaction done.  I know that negatives are a pain, but they are a part of the business.  Just keep listing, and providing good service, and they will disappear.   Keep in mind, most people only look at the first page of feedback, so a few positives will shove it out of the way. 

[klhmdg]

@depave-13 

eBay wont remove FB because it doesnt violate policy and is the buyers opinion.

You have a no return policy. So the buyer took you at your word and left negative FB.

There is no requirement that the buyer contact you before leaving any FB.

You can do damage control. You can message the buyer and say "im so sorry you are not happy with your purchase. Please return for refund"

You can also respond to the negative - keep it professional, other buyers will see your response and judge you as a seller based on it.

Something along the lines of "im so sorry you are not happy with your purchase. Please return for refund. Im always willing to work with buyers"

Just a few things on your listing, not that you asked, there is no photos of the post or measurement. eBay gives you 24 photos. 

Also you may want to rethink the No Returns policy. Had you had even 30 days buyer Pays, you may not be in this pickle.

Good luck!

[pickapaper]

@depave-13 

No returns does not mean no refunds.  eBay's Money Back Guarantee always trumps a seller's no returns policy.  Often, if a seller has a no returns policy, a buyer will lie and claim something wrong with the item so they can return it, or if the buyer isn't that familiar with the MGB, they may think they are stuck with the item so they do the only thing they know to do; they leave a negative.  

My guess is that the buyer just didn't like the earrings.   You can do as the others suggested and reach out to her to return the earrings for a refund; then she may be receptive to revising the red donut, but that's not guaranteed. 

And consider changing your no returns policy.

[ryry-jj]

You can respond to the feedback in a positive way.   How you respond to negative feedback is sometimes more positive then the actual positive feedback you do get.

[titipeo]

The feedback is more on the item than on your actions as a seller. I will respond on feedback as mentioned by others prior me. Don’t get discouraged, try as you may you can’t please everyone. Buyer can use money back guarantee if not happy, that is on them. They may have been fishing for partial refund. Good luck

[ryry-jj]

I wonder if it is considered more a "product review" if the OP wold have a better chance of having it removed.  I know if a product review is given that is really a negative seller review, that can be removed.

But I'd still use it as an opportunity to make a positive out of it.  When buying, I go to the negatives to read and see how the seller responded.   I can figure things out from there.  I will add, that when sellers sticks to their guns and respond "it was a advertised" or "I don't offer returns"...to me that is another negative...I could agree with you....but that I'd not how selling to the public works, not in store or on line.  Successful sellers need win-win situations, or at least win-win perception, lol

[12345jamesstamps]

I would not respond to the feedback.

I stopped responding to neutral feedbacks and any negative feedbacks that happen.

Everyone can read those feedbacks.

Buyer got them for $50. instead of $89. ?

Buyer probably has fat ears...And I am a guy saying that...LOL

You can ask buyer for a revision...I tried to revise my 'neutrals' with my buyers and got not even a reply back from those buyers.

I did block themI don't think the dumb negative feedback will hurt your account.

The buyer has unusual ears is what I got out of the feedback as a guy.

[fashunu4eeuh]

Negative feedback can sting. Sorry this happened.

It may mean the listing needs tweaking if you have more of that item to sell. I would definitely add a clear photo of the back of the earrings, one that shows a complete view of the posts’ entirety. 

Buyers that go directly to leaving negative feedback without contacting the seller can be the result of a no return policy. It’s quite possible the buyer, making note of your no return stance, took it at face value to mean you would not be amenable to them returning a product even if they found it unsatisfactory. They may have seen feedback as their only recourse to express their dissatisfaction.

Instead of questioning the buyer, i would have cut to the chase and offered a solution to return for refund, and provided them with a return shipping label.

Then once you’ve successfully addressed their concern, and they are happy,  you could ask if they would kindly revise their feedback.

It’s not advisable to just send a feedback revision form until the buyer’s issue is settled and you’ve gained their agreement to revise. Sellers have only a limited number of revision requests available to them each year. For more info on this policy, see link below.

https://www.ebay.com/help/selling/leaving-feedback-buyers/replying-feedback-received-item-sold?id=41...

[depave-13]

I did reach out to they buyer first and offered a return. They are requesting to return it now and I am accepting it. Before I ask them for a revision of their feedback how should I ask without violating any of ebays tos? Do I just ask them if they will consider a revision of their negative feedback?

[depave-13]

They are returning the item after I reached out. How should I ask politely for a revision in a way that doesn't violate the tos?

[kensgiftshop]

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@depave-13 wrote:

They are returning the item after I reached out. How should I ask politely for a revision in a way that doesn't violate the tos?

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I would wait until it's been returned and buyer refunded.

[albertabrightalberta]

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@depave-13 wrote:

They are returning the item after I reached out. How should I ask politely for a revision in a way that doesn't violate the tos?

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You should be aware that the buyer isn't required to revise the feedback even if you accept the return and issue a refund. 

What I'd do is wait until you receive the return and issue the refund. Once that's processed, send a message to the buyer letting them know you refunded them and you're sorry they weren't happy with the earrings. Then ask if they'd be amenable to a feedback revision request. 

Don't send the request unless and until they respond to you that they're agreeable. You don't want to waste one of your requests if the buyer doesn't agree to it.

[stainlessenginecovers]

Sometimes you just cannot fight fat-eared people.