Negative Feedback - Ask for Revision or Leave a Reply?

[Anonymous]

I got a negative today, attributed to a USPS delay.  Buyer paid on 4/21, I shipped on 4/21 via USPS First Class, and the package was delivered today, 4/29.   Apparently the package got stuck at a couple of sort facilities along the way.

This was an unexpected negative, because I had been in communication with the buyer earlier this week.  I responded promptly, as did the buyer to my messages.  I was apologetic for the delay and thanked him for his patience.  He seemed understanding and said he knows it's not the seller's fault because of USPS routing/handling mistakes.  He mentioned being a seller too, and even related a specific example of how USPS had fumbled one of his shipments. 

He said he no longer needs the item, and asked what to do with the package when it arrives. I said he may refuse it and we'll issue a full refund upon receipt.   It was a $10 item, including free shipping.  He responded, with "OK, thanks."

The item he bought was a part for a customer's car that needed to be fixed ASAP.  So the negative FB mentions how he had a negative experience because of the the 8-day transit time and how he lost a customer and lost money.  He also tagged on "overpriced" to the feedback comment.

The buyer also recently left a neutral for another seller, commenting on the deceptiveness of their listing.   Majority of other past feedbacks left are positive, with an occasional negative or neutral. 

What do you think, any chance this buyer might revise?   Or better to just leave a reply to the neg, like "Shipped same day, sincere apologies for the USPS delay".   I highly doubt the FB  would qualify for removal by eBay, so I won't even bother. 

I feel that the buyer left the negative mostly out of frustration because of the carrier delay and perhaps his customer was upset and not so understanding.   So he takes it out by leaving negative FB.   I'm not sure if there's anything I can do to make him satisfied enough to revise.  

Any other suggestions/advice is welcome ... thank you!

[copper.boom · Accepted solution]

Since it seems like you had decent communication throughout, you can politely request a revision. If he doesn't respond or declines then you can still leave a reply to FB that you shipped same day and cannot control USPS delay.

He added 'overpriced' because (I would guess) he ended up buying locally and didn't have shipping cost factored in. I would ignore that part of the comment.

[Anonymous]

Thanks Copper.  Yes, in fact in one of his messages he did say he ended up finding something locally so he could get the job done.

I'll guess I'll start drafting a nice message to the buyer now ...

[copper.boom]

Hope it goes well, Violet! Stinks to be hit with 2 FB issues in as many days. 

[moo*cow*corner]

Man, what a bummer.

I think I'd try and get it removed before replying. You got nothing to lose, right? *Shrug*

You don't control USPS. If you get the right rep, they just might take it off. You can always go the reply or revision request route later if it sticks.

[starroute-us]

Hi @Anonymous

Waving 🙂

I would try for removal, although the overpriced comment was probably added to make that near impossible.:(

Then I would block the buyer ID. They know it was not your delay, just being rude. So I doubt if they will accept and actually complete a FB revision.:(

*If* you reply I would state the date paid /date shipped /date delivered/sorry for USPS problems/delay.

[automotivepartsrecyclrs]

My question is IF he/she was needing this item for a customer why did he/she not ask the seller IF they would ship Priority (((((FOR EXTRA $$$))))) prior to purchase?

USPS: Delivery 2 to 9 BUSINESS days first class but NO-Notta-NOWAY is this a Guarantee...........

[Anonymous]

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@starroute-us wrote:

Hi @Anonymous

Waving 🙂

I would try for removal, although the overpriced comment was probably added to make that near impossible.:(

Then I would block the buyer ID. They know it was not your delay, just being rude. So I doubt if they will accept and actually complete a FB revision.:(

*If* you reply I would state the date paid /date shipped /date delivered/sorry for USPS problems/delay.

---

Hi Star!

I suppose it can't hurt to try for removal ... at the very least it will be interesting to hear what the rep says.  I agree, the buyer probably tacked on "overpriced" to make it all the more difficult to remove.  If the comment only mentioned the USPS delay, I might have a better chance.

I did send the buyer a nice message yesterday, but have not received a response yet. 

If I end up replying to the FB, I'll do the standard, "Paid/shipped 4/21, delivered 4/29, sorry for the USPS delay."

[Anonymous]

---

@automotivepartsrecyclrs wrote:

My question is IF he/she was needing this item for a customer why did he/she not ask the seller IF they would ship Priority (((((FOR EXTRA $$$))))) prior to purchase?

USPS: Delivery 2 to 9 BUSINESS days first class but NO-Notta-NOWAY is this a Guarantee........... 

---

Yeah, it's too bad the buyer didn't select Priority or Priority Express ... I offer those options right in the listing.  

Most shops / professional technicians with a time-sensitive need will actually call and request Next Day Air / Overnight shipping and they're happy to pay the price.  

[lex-talon]

That negative you received was uncalled for. The USPs delay was not your fault, totally out of your control. You are correct, the buyer left the negative out of frustration of losing a customer & money.

It wouldn't hurt to send  the buyer a feedback revision request. Ask the buyer if there's anything you can do to rectify the situation. I hope you do get that negative removed.

[automotivepartsrecyclrs]

Ebay blames the seller for USPS, Fedex,UPS and DHL delays..........  They claim if your having trouble with late deliveries then use another service.

Ebay also puts that (Non Removable) delivery date for all buyers to see that runs a 50/50 chance of making it.

It's a no win for any seller IF a delivery is not there by ebays delivery date.

[Anonymous]

Update:

I tried removal through eBay, but they wouldn't do it.   I wonder if I should bother trying a different rep.  (By the way, does anyone know if eBay keeps track of how many times I call in regarding the same issue?)

I don't really expect them to remove it.  It's the usual story -- they say there's nothing in the feedback that violates policy, and it's just tough luck that the carrier dropped the ball.

I sent a message to the buyer on Saturday evening, but haven't heard back as of yet.   @starroute-us is probably right, most likely the buyer won't agree to revise the feedback.

Now I'm wondering how long I should wait for a response from the buyer before I post a follow-up to the negative FB?

[copper.boom]

I'd give it 'til the end of the week.

[starroute-us]

Hi Violet:)

I would wait a few days at least if you have decided to respond.

Just know that if you do add a response, the buyer gets the *last word*:( 

They can follow up with another remark and *if* they do, many times it doesn't look pretty.:(

Just make sure to block their buyer ID.

Sorry:(

[Anonymous]

Thank you @starroute-us and @copper.boom ...  I'll give it until this weekend in the rare chance the buyer has a miraculous change of heart and is willing to revise.  

I'll be sure to keep the reply calm and factual.  Hopefully the buyer won't find a reason to get the *last word*.   

Which of these replies do you like the best?

Paid/shipped 4/21, delivered 4/29.  Sincere apologies for the carrier delay.

Paid/shipped 4/21, delivered 4/29.  Sorry for the unforeseen transit delay.

Paid 4/21, shipped same day, delivered 4/29.  Sorry for the USPS delay.

Paid/shipped 4/21, delivered 4/29.  Our apologies for the transit delay.

Paid/shipped 4/21, delivered 4/29.  Hope you'll forgive USPS someday.

Does that last reply sound a bit snarky?  I'll probably avoid that one.  

Any other suggestions?