Negative Feedback - What would you have done?

[johnnystoybin]

I have 20+ years of buying and selling experience, sent nearly 1,300 packages and have maintained 100% positive feedback.  

I recently sold a $23 Funko Pop (free shipping) to a buyer with no feedback. Details are as follows:

- Shipped within one day to buyer.

- Entered tracking number in auction. 
- Tracking number indicated “out for delivery” in the morning but was later marked “returned to sender - addressee unknown” later in the day. 
- Buyer had reached out to me during holiday travel to mention this. 
- Subsequently left me a negative stating “package was returned, address was correct”. 
- Admittedly, I was a bit skeptical since I had heard of buyers opening packages and sealing back up - then returning to sender. But I waited for the package to return. 
- While it was in transit, I reached out to eBay support, and the rep told me not to worry about it. Negative feedback was not warranted. 
- I sent a revision request, which apparently now goes directly to the buyer, asking feedback be removed since  the return was done by the post office. 
- Buyer responded in note, stating to resend the package once received, and feedback would be updated. 
- Package was received, and the address used was indeed correct. 
- I spoke to the manager at the post office and he needed to determine why the carrier returned the package before another delivery attempt was made.  Postulated that buyer may not live at the address. 
- The next business day, I contacted the post office, the manager was not in that day. 
- Called the next day, manager states that he has not heard back yet, but after my urging, agreed to resend that day.
- Update sent to buyer with details, he responds with “if it’s not sent today - refund”. 
- Later that day, package resent with new tracking number. 
- I decide to issue a full refund due to all of this mess. Refund completed. 
- Note sent to buyer with refund confirmation and new tracking number, as well as a friendly reminder to update feedback. 
- Buyer has not responded, package still in transit almost at destination. 
- I file an appeal with eBay to have the feedback removed and provided all details. 
- EBay decision: denied!

- I speak to a few customer service reps including a manager. Manager says he will call the feedback group (who are not available via telephone - internally or externally) right away to have this resolved. 
- As of now, negative feedback remains on my account. 

My question for you….what would you have done in this situation?  

I am leaning toward closing my eBay store in protest and selling on alternative sites. Just can’t believe eBay’s lack of concern for a longtime buyer and seller, in a situation clearly not caused by me.  Also, I absorbed all costs for the item. 

My apologies for the lengthy post. 

[chrispass918]

Email………..

[b86fiero]

So sorry this happened to you.

Give some thought as to the words you will use in replying to this feedback.  Be professional and factual. 

If it were me and I used eBay shipping labels to print the buyers shipping label I would state something along the lines of "Shipped to buyer's address of record through eBay shipping labels. USPS made numerous attempts to deliver. Buyer was informed of USPS delivery issues. I offer easy returns and refunds."

Best wishes and hope you continue selling on eBay.

[brightlightbookseller]

First, know the procedures.  Feedback revision requests are always and have always been sent to the buyer, that's their purpose.  Only send one after you've gotten the buyer to agree to revise feedback, and even then don't count on them doing it.

Second, ignore it.  One negative feedback isn't going to hurt you, especially when potential buyers see the actual text.  Respond to it professionally or don't respond at all, but no need to stress.  Allowing buyers to hold you hostage via feedback will only hurt you.

[johnnystoybin]

My issue is more with eBay. I had a similar situation years ago, and they immediately removed it.  Sucks that despite going through their appeal group and expressing my concerns to reps and management, nothing has been done.  Especially in a situation that was obviously not my fault. 

[fern*wood]

First thing.  Don't panic.   No one likes negative feedback, but don't throw things at it to try to fix that first.  First, try to fix the situation that caused it.  I would not have refunded until I was able to determine if that address is good and then have the post office send it back through.  If it wasn't, then refund.

Others may advise how to get the feedback removed.  The revision request you sent your buyer probably expired or they may not bother.   I usually just live with mine and move on.

[johnnystoybin]

I felt the refund was the right thing to do in this case. I would have to refund anyway if it comes back again. 

[12345jamesstamps]

Buyer was a new buyer...only has one feedback. I would probably ignore him as a buyer if I was buying from you. 

Keep selling and feedback would eventually be buried among positive feedbacks.

Would I give up from one bad apple from selling? Absolutely not. Have to tell you we sellers have all been in your situation at some point.

You did a lot to try to get help from eBay. It's a learning experience. At least you know to spend less time to try to get help from them. I learned that years ago. 

I would basically kept item...not mailing it out again and refund buyer. Buyer had 0 feedback. Laws of nature would tell you this will not work out correctly for you. Just keep selling...its gets better!

[monster-deals]

Bueyer opted themselves out of the MBG and then engaged in feedback extortion. 

At that point I would have BBL'd them and forgot about their miserable existence for the rest of my life.

Sounds like you got overseas call center help. They don't have the authority to anything and just want you off the phone. You will have to get ahold of a USA based CSR that is current on ebay policy.

[sextons-sweet-deals]

if you have the actual communication thread that you say you do, eBay can see all!

If the buyer actually stated this: - Buyer responded in note, stating to resend the package once received, and feedback would be updated. 

REPORT THEM TO EBAY AND ADD TO BLOCK LIST. 

Reading the address issue, I wonder if the buyer was using an unoccupied address near buy to snatch the package. 

Many scenarios can be entertained here.

1. I spoke to the manager at the post office and he needed to determine why the carrier returned the package before another delivery attempt was made.  Postulated that buyer may not live at the address. 

Carriers know their deliver route and names. They can see if a property active, for sale, abandoned / vacant. 

[inhawaii]

"Item was sent to he address you provided. Although I am not required to, you have been refunded in full."

[gloryglorygifts]

You should not have refunded the customer AND mailed it back to them imho. Now you are out postage 2x and a product and have a neg on top of it.  I'm sorry that you got that feedback. You can tell that it is a postal issue by what they wrote.  I hate when people leave bad fb for postal issues and I see it all the time on seller accounts. You went above and beyond to help them. Reply to it and say that the item was mailed again to customer and they were provided with new tracking and you are waiting for a fb revision from them. If it comes back again because of the address, no worries to you. You already refunded them, so just let it go and maybe consider blocking them. 

[gloryglorygifts]

Unfortunately, we both know that they will be looking at the neg for the next year.  Ouch. Adding insult to injury. 

[chapeau-noir]

This can happen on any selling site - closing your store here in 'protest' won't do anything. I'm sorry you got a neg over this, but online sales can be really frustrating.

[dhbookds]

A couple of things.........

Don't do anything til you see if the package gets there.........

In the future, don't send the revision request until the situation is finalized..........get it straightened out, see if buyer is "satisfied" and then send it.

There is now a way to request EBAY.......not the buyer........to remove feed back

https://www.ebay.com/sellerhelp/feedback

but, again don't do it til you know the outcome.

I would not have refunded........since the PO resent on their dime...I presume (and have had them do it when they are at fault).  I would have written buyer that it was being resent because the PO admitted a possible mistake......and assured him he would be refunded if he didn't get the item.......

As to leaving Ebay...........I understand anger over situations like this........but you need to recognize that mistakes can happen.......you can make them, the PO can make them, buyers can make them, ebay can make them.    You've been here since 2002.....your number just came up in the human lottery for problems.......and it would seem a shame for you to pull out after such a record........  But, obviously your choice.