Need response to negative feedback

[banana*shoe*boutique]

I received my first negative (on another site) today for taking a 50% deduction after being sent back worn, dirty shoes without original packaging.  That site offers no seller protection and I can't have it removed so I need a good response.

Feedback left:

"BEWARE. I purchased these and wore them around the house for a few hours and determined they did not fit. I returned them, as instructed, in original condition with all tags and original packaging. XXXXXXX claims they were returned in "unsellable" condition. I literally tried them on. I believe this seller is acting in bad faith and I would not do business with them again. BEWARE."

I know there are some people here who are excellent at Feedback response so I'm hoping someone can help.

[cityslickercreations2004]

I am sorry you received a negative. It always stings no matter how thick your skin is.

Just keep in mind, your response/ retort will be read and you will be judged by your next potential buyer.

I read feedback from buyers and do take it into consideration but it will not always dissuade me from purchasing from that seller.  However, a seller's response has dissuaded me from purchasing from them. I particularly like the name calling. 

If you want to appear professional and business-like to your next buyer, your response should be "silence."

If you want to appear less than professional to your next buyer,  answer as you wish.

Good luck.

[pewpied0]

"Oh no I am very sorry about this whole misunderstanding, please allow us to make it right and return the items to us for a full refund ."

(That one is longer than ebay would allow).

Why these types of replies work so good is because it shows what a great person you are, still trying to solve the problem despite having been left bad feedback.

[inhawaii]

Sorry but i would not feel comfortable re-selling your returned shoes as "new" to someone else.

[pburn]

How about, "It seems we disagree about the condition of the shoes and the packaging you returned. Perhaps you have this transaction confused with one you've had with another seller?"

Just leave it at that.

[a_c_green]

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@banana*shoe*boutique wrote:

I received my first negative (on another site) today for taking a 50% deduction after being sent back worn, dirty shoes without original packaging.  That site offers no seller protection and I can't have it removed so I need a good response.

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Okay, based on your description of this occurring on another site, not eBay, and that you've already got a Neg that you cannot remove, then I see no reason not to let 'em have it with both barrels, but still do it in a businesslike way, which means no temper tantrum or name calling:

"Unfortunately the buyer returned worn, dirty used shoes rather than the new ones in original packaging that we sold."

That's all that needs to be said. The clear implication here is that they did a switcheroo, but you can convey that without accusation by simply stating what you received.

[pburn]

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Except the shoes have already been returned the OP has already issued a 50% refund. It's all right there in his/her original post.

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The OP's transaction did not take place on eBay.

[banana*shoe*boutique]

I definitely don't want to portray a temper tantrum!  And I don't want to get too wordy.  The buyer admits they wore them for hours which seems excessive to decide that they don't fit.  I just want to clarify that I followed policy and that I don't act in "bad faith" to my buyers. 

[18704d]

"Although you state you returned these shoes in original condition, I was sad to receive a pair in worn & dirty condition.  Thank you."

Lynn

[fashunu4eeuh]

 “Sadly, these shoes were returned used, worn, and dirty, without original packaging. It is a regretful situation for both buyer and seller when an item is returned in unsaleable condition.”

[a_c_green]

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@banana*shoe*boutique wrote:

I definitely don't want to portray a temper tantrum!  And I don't want to get too wordy.  The buyer admits they wore them for hours which seems excessive to decide that they don't fit.  I just want to clarify that I followed policy and that I don't act in "bad faith" to my buyers. 

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I got the impression from your first post that you did not get back the shoes you sold. Are you saying that they are the original shoes, but just in dirty condition?

[aldente28]

"acting in bad faith" borders on an explicit accusation of fraud, in my view. It's used to describe fraudulent behavior, and in this context, that means some kind of transaction fraud. Most sites don't let users accuse others of fraud in feedback.

I might ask whatever site that's on to remove it. I'm sure you can find a definition of "bad faith" that includes the word "illegal", "deceptive", or "fraudulently".

[banana*shoe*boutique]

Yes, correct shoes but could longer be sold as new.

[soh.maryl]

There's another site that allows feedback?

Why would you not ask there about what reply to leave?

[silverstatetreasureboxes]

Agree with @soh.maryl. it's difficult to answer this being that we are ebayers and your sale was on another site. But I would just reply: I'm sorry our transaction didn't work out as I take pride in all my sales.