Negative Feedback

[tjens215]

I sold an item to a customer that was damaged prior to shipping. I notified him immidiatly of the now faulty item and issued a full refund. He when nuts and threatened me with negative feedback. I don't know how someone can get mad over me trying to do the right thing? AND for ebay to allow this to happen as it now dirrectly affects my rating... I reported it but still am stuck with the negative feedback on my account. 

[slati_2013]

Did you have a replacement? If so you should have sent that. Also, you should have discussed the damage with the buyer. Maybe he would have accepted it as it was, or you could have offered to send it damaged as it was and still refunded his money.

Last time I was faced with this situation, I not only sent the item, but a second one of almost identical value and the buyer was very happy and left great feedback. Once you screw up, it is your job to make the buyer happy no matter the price. That is the cost of doing business. 

[geotouloupos]

Iam sorry to say that buyer has a point.

Buyer has not threaten the seller in this case. 

A buyer with 1000+ feedback knows the rules very well and the buyer wanted the item.

Now..

You have one chance for feedback revision.

Since buyer is active on ebay this is good news.

You can send a message apologizing for your behavior and be honest with the buyer and 

ask a feedback revision from buyer, not ebay.

[*eponymous*]

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@old_new_and_interesting wrote:
I've personally had to deal with buyers that threatened to leave negative feedback if I did not refund a item that they got and was displeased with. When I notified Ebay, they told me that that was feedback extortion and was not allowed on the site. Any sort of threat when it comes to feedback is considered extortion. The page is really just a guideline with examples, it doesn't cover the spectrum of what is considered...

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It takes discernment to understand the difference between what you said - and the OP's situation.

Um no. That is incorrect.

[89gt89]

A note to all sellers regarding negative feedback. I've been selling on ebay since 99. Seller protection is no longer a concern or a priority. Nor has it been for several years now. 1 negative feedback in 18 years. 12 pictures, a full description, and a detailed photo of a small split on an armrest. The buyer didn't pay attention to the pics. His english was sub standard and he was unable to ask any questions. Or put a sentence together. He recieved the item and threw it away. Blamed me for not picturing the split. Complete **bleep**. Pic #6. I offered a 100% refund no questions and no need to return to me. Negative feedback anyway. Called cust service. Beware of their opening statements which include several disclaimers as well as a very sneaky note saying you are culpable even b4 stating your case. In other words, they make you accept responiblity for your customers mistake b4 any service is rendered. SAY NO! after their opening statement! It's a legal binder! Keep your case in despute and listen carefully. You'll not get any help from service in the US. Here's what they told me "Any good feedback is good feedback." They will undoubtedly do nothing to help you. Sellers beware.

[rw011164]

EBay does NOT protect a seller from a SNAD claim. They never claimed they would. A SNAD claim is a buyer protection, not a seller protection. The best you can do as a seller is pay for the item's return if you want to get it back, but whether or not it's returned to you the buyer will get a full refund.

There are Seller protections, but they are very limited and very specific and do not include protection from a buyers SNAD claim

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@89gt89 wrote:

A note to all sellers regarding negative feedback. I've been selling on ebay since 99. Seller protection is no longer a concern or a priority. Nor has it been for several years now. 1 negative feedback in 18 years. 12 pictures, a full description, and a detailed photo of a small split on an armrest. The buyer didn't pay attention to the pics. His english was sub standard and he was unable to ask any questions. Or put a sentence together. He recieved the item and threw it away. Blamed me for not picturing the split. Complete **bleep**. Pic #6. I offered a 100% refund no questions and no need to return to me. Negative feedback anyway. Called cust service. Beware of their opening statements which include several disclaimers as well as a very sneaky note saying you are culpable even b4 stating your case. In other words, they make you accept responiblity for your customers mistake b4 any service is rendered. SAY NO! after their opening statement! It's a legal binder! Keep your case in despute and listen carefully. You'll not get any help from service in the US. Here's what they told me "Any good feedback is good feedback." They will undoubtedly do nothing to help you. Sellers beware.

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[castlemagicmemories]

I understand you did the right thing in refunding.  

But try to look at it from the viewpoint of the buyer.  He didn't want a refund, he wanted what he bought.  That only makes sense.  If he wanted his money, he wouldn't have bought the item.  

He searched for it, vetted the seller, the listing description, pictures, decided if it would meet his needs, decided if he wanted to pay the item cost and shipping, pays for it, then BAM it is all wasted time with no item to show for it and not even a chance to make the decision that affects him.

There are many threads on the buyer's Board about sellers cancelling to relist the item for a higher price.  So while things can get damaged, buyers may not be understanding or even believe that it is damaged.  That is just a fact if this has happened to them numerous times.

Sending a picture actually showing the damage might have helped and then asking the buyer what he wants to do.  Perhaps offering a huge discount to make up for this. Some sellers even send it free.

Each party has obligations to honor.

As you have found out, a refund does not make everything all right.  Buyer does not think you did all that you could do, because the item sold was not as described and cancelled, even though a refund was received.

OOS is a very serious seller defect.  A recent suspended seller spammed the Board because of his indefinite suspension due to OOS due to damaged items.

[virtualwhimsy]

Any sort of threat when it comes to feedback is considered extortion.

Incorrect.

It is not feedback extortion to threaten a negative if you don't get what you paid for.

[virtualwhimsy]

If he threatened you in a email he will do so if you dont __________...then that is wrong. 

You are incorrect - please stop saying this qualifies as feedback extortion. It does not.

[virtualwhimsy]

after i did the right thing

What was the right thing you did?

[thatsallfolks]

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@tjens215 wrote:

I don't know how someone can get mad over me trying to do the right thing? 

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The "right thing" would have been to find the defect before listing the item and wasting the buyer's time. I realize you didn't do it maliciously, but I don't get your inability to understand why a buyer who isn't getting his item would be angry.

[odditiesandantiquities1]

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@*madison wrote:

In my opinion,  it isn't feedback extortion. No threat was made. The buyer only stated a fact.

You are a low volume seller, so there was no reason for this to happen.

It would have only taken a minute to check the item before you listed it.

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I had a situation where I was cleaning a piece of jewelry in a professional machine prior to shipping and one of the small diamonds fell out. It had been checked by my jeweler, but just the same, it happened.

Things sometimes do just happen and I think the OP did the right thing in refunding and apologizing. That being said, the Buyer also had the right to be angry and leave whatever feedback he felt was appropriate. Far to harsh, I think, but I don't think eBay will see it that way.

[kaykeecorp]

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@thatsallfolks wrote:

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@tjens215 wrote:

I don't know how someone can get mad over me trying to do the right thing? 

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The "right thing" would have been to find the defect before listing the item and wasting the buyer's time. I realize you didn't do it maliciously, but I don't get your inability to understand why a buyer who isn't getting his item would be angry.

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I know right?

We are all sellers. We all get that sometimes you-know-what happens. (Waves to Mods)

But a buyer can and more than likely will leave a neg for the you-know-what.

Sometimes you gotta pay to play. Just consider it the price of admission and move on.

[trustedbasset]

You can do that but it could have been damages in the 3 to 30 days while it is listed.
I had a mouse nibble on an item in that time. I didn't know there was a mouse in the house. The item was even hanging up in a closet, those little animals can squeeze through 1/4" opening, I hate them. From then on plastic bins. I just have to make sure they are closed. Oh and traps, d-con and cats.

[spiderman919]

Don't worry so much about the feedback. You can always respond below as you did.  I had a lady just leave me neutral feedback that said I was belittling and difficult but she had sent me a nice email saying how nice her lanterns were and thank you..lol..You have to Laugh sometimes.. I also had a buyer of a new sealed item email me and say I want a $20 refund or I am leaving neg feedback with no explanation other then there was a discoloration on the seam of the instructions. . Come to find out his last 17 transactions he left all negatives for all the sellers he purchased items from so I reported that to ebay,  He purchases items then attempts to get refunds based on false claims.

I  copy and paste ebays  policy and sent it to the buyer and usually that takes care of the problem.  I follow up with a call to ebay and I report a buyer for feedback extortion. I haven't heard from him again.

Below is the policy and what is considered extortion in the eyes of Ebay.  Buyers can say anything and leave any feedback for a seller but we can only leave positive...its just how it is.

 "Buyer threatening to leave negative feedback"
Buyers aren't allowed to threaten to use feedback or detailed seller ratings to force a seller into:
Providing goods or services that weren't included in the original item's description or purchase price
Giving a refund
Accepting a return

[ooak-tammy]

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@spiderman919 wrote:

Don't worry so much about the feedback. You can always respond below as you did.  I had a lady just leave me neutral feedback that said I was belittling and difficult but she had sent me a nice email saying how nice her lanterns were and thank you..lol..You have to Laugh sometimes.. I also had a buyer of a new sealed item email me and say I want a $20 refund or I am leaving neg feedback with no explanation other then there was a discoloration on the seam of the instructions. . Come to find out his last 17 transactions he left all negatives for all the sellers he purchased items from so I reported that to ebay,  He purchases items then attempts to get refunds based on false claims.

I  copy and paste ebays  policy and sent it to the buyer and usually that takes care of the problem.  I follow up with a call to ebay and I report a buyer for feedback extortion. I haven't heard from him again.

Below is the policy and what is considered extortion in the eyes of Ebay.  Buyers can say anything and leave any feedback for a seller but we can only leave positive...its just how it is.

 "Buyer threatening to leave negative feedback"
Buyers aren't allowed to threaten to use feedback or detailed seller ratings to force a seller into:
Providing goods or services that weren't included in the original item's description or purchase price
Giving a refund
Accepting a return

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In this case the buyer threatened a negative for not providing the goods that the buyer purchased.   This is not feedback extortion.   This was a buyer telling the seller the truth.