Negative Feedback for an Item that was Returned and Fully Refunded

[texoma_market]

I recently sold a set of golf clubs, and the buyer requested a refund because one of the shafts was broken when it was received. The buyer left negative feedback claiming that I attempted to "disguise" a broken club with packaging.  The buyer messaged me and stated that I used "aggressive" packaging and that upon opening the packaging, he discovered the broken club. I assured the buyer that I would never sell something that was broken or damaged, and I stated that it must have been damaged during shipping. The buyer returned the clubs, I accepted the return, and offered a full refund. Is there any way I can get the negative feedback removed? I am a new seller, and I am in the beginning stages of starting my small business of selling on ebay. The negative feedback will most certainly affect my sales. Any advice would be appreciated.

[albertabrightalberta]

It's unlikely that ebay will remove the feedback. 

As you said, "I would never sell something that was broken or damaged, and I stated that it must have been damaged during shipping." But as the seller, you're expected to pack your items safely enough that they can withstand the rough handling they get. And since the seller is disappointed in getting a broken item and having to return it, they are within their rights to leave honest feedback. 

[caldreamer]

EBAY will not remove negative feedback (customer has right to give their opinion).   Your only option would be to ask customer is they would "revise their feedback".   If they agree...then send them a  "feedback revision request".

[texoma_market]

I totally agree with you about packaging items to withstand shipping. However the public feedback that was left by the buyer states that I knowingly sold a broken item and attempted to disguise it with packaging. This is simply not true. On another note, this same buyer also immediately asked me to ship the item to another address after paying for the item, which I did not do. I told him I could ship it to the address used at checkout, or I can cancel the sale at his request. Something else is going on here.

[chapeau-noir · Accepted solution]

@texoma_market  There is something you can do if the buyer won't revise - respond to the feedback in a measured, professional fashion designed to reassure your FUTURE buyers that you would not intentionally mislead anyone on a sale and are honest. Think about it for a while (there's no huge hurry), or come here and we can help. Don't mention anything about the buyer wanting you to ship elsewhere and maybe getting huffy - that's been and done and your response is designed for future business.

My experience has been that everyone makes mistakes and most people know that - it's what the business does to rectify the mistake and their sense of responsibility to their customers that they look at.  Also, someone with low FB number with a low percentage makes me, at least, always look at what happened - and they'll see a good response. 

[mybigsale]

@texoma_market 

If I were another buyer reading the negative review, I would think it crazy to imply you intentionally sent a damaged club. With eBays Money Back Guarantee, a seller would just be inviting trouble intentionally sending damaged goods.

You can try to see if the buyer will accept a feedback modification request (guessing this buyer wont).

You can leave a short response. Keep it positive and don't attack the buyer. Maybe say you inspect all items before shipping and the item was in good condition when shipped and you offer 30-day returns and the item was returned for refund.

I have seen other messages that state the poster will not purchase items from sellers with feedback less than 99%. I will take a quick glance at feedback and read negative reviews. In your case, your negative feedback would not stop me from buying from you (and shouldn't stop other reasonable buyers). 

Keep listing, pack adequately (if this item wasn't) and keep selling. More positive review sales will drive your positive feedback percentage. In a year the negative feedback will not affect the positive feedback percentage.  Don't take eBay related negativity personally. Listen to the negativity. If there is any merit to the negativity, fix what is under your control - then let go of the negativity.

Replying to feedback you received for an item you sold | eBay

[bill.purvis2012]

Yes. It hurt you and dropped your feedback score to 66%. Here's why; you had the buyer pay for the return shipping.  If you offered free returns and paid for shipping, Ebay wouldn't let the butyer leave negative feedback, or if they did it would be removed.

Here's the thing about returns. All a buyer has to do to get a refund is to say broken,not as advertised,etc. Then you are the one who accepts the return and pays for shipping. It's your baby and you pay to get it back.

So, I would set up as a buyer with free returns and protect feedback.It's important. Yes, some buyers take advantage. I have a return now and then where they 'changed their mind'.So,be it. All they have to do to force a return is say it's damaged,etc.So,get ahead of that and you be in the drivers seat.

On the negative you have. I would contact that buyer, refund shipping (both ways) and plead with him to revise iot.Explain you're new and learning and he may do a good deed. He'sagolfer.Use golfing language. Tell him you're in the weeds. Ask for a 'do over'. I bet he will.

[texoma_market]

Thanks for the advice. I actually paid the return shipping. I don't know if that makes a difference though.

[t-bone543]

As a golfing eBayer, I would be pretty skeptical of that buyer review if I was considering a purchase from you.  It's pretty hard to hide a broken shaft for very long. Really, it reads as a pretty absurd claim. Most buyers are good people, and most of those will see this feedback for what it is. The suggestion of a polite and measured response (that maybe suggests at the absurdity of the claim?) is the way to go, I think. (p.s.: I shot a 43 on Friday, which is pretty normal for me--with work and school, I rarely have time for 18). Good luck!

[i_haveadream_art]

That is simply impossible to pack items to withstand all shipping issues...

What if it is going to Hawaii Alaska Canada Africa ..? How can You guarantee 100% that it will never ever brake. ?

impossible 

Ebay policies are so unfair for sellers

After refund they should not be able to leave negative 

Mercari does not allow negatives after a refund is issued

[darrenc977]

Wasting their time having to package, travel to post office, waste time queueing, spending money parking, is not a positive experience from a buyer's perspective. They have a right to leave negative feedback. Even if item is collected it is all aggravation that a buyer does not want to experience. 

[elainesomethingorother]

I got a complaint that a piece of a set was missing. I didn’t want to call the buyer a liar, so I just apologised , refunded in full and told them to keep the items to save them the bother of shipping them back-all  was refunded and done on the same day. Then the buyer leaves negative feedback making all kinds of claims including accusing me of deliberately sending an empty package. I was really hurt… then I followed her discreetly and found she resold my items on eBay a month later - eBay is definitely biased in favour of of the buyer 

[ckimodog]

Old thread friends.  July 2022. 

[gurlcat]

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@darrenc977 wrote:

Wasting their time having to package, travel to post office, waste time queueing, spending money parking, is not a positive experience from a buyer's perspective. They have a right to leave negative feedback. Even if item is collected it is all aggravation that a buyer does not want to experience. 

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What post office has a parking lot you have to PAY to park in???  
Anyway I get what you're saying, and it would be fine if the feedback said something like "Seller didn't pack this item sufficiently so it broke.  Having to return it was a frustrating experience".  But LYING in feedback is not okay! 

[kh-jean]

Hi everyone,



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Thank you for understanding.