Negative feedback from an unreasonable buyer

[iamoob222]

I'm sure some of you have encountered this situation before. Any help would removing this feedback is appreciated. Buyer stated they got cards "bent" and claimed he "threw them out" but said he still has the envelope and show me that which he never did. Also he has been harassing me on email after I asked him to remove the Feedback. He said he would not remove negative feedback from my 100% positive Top Rated seller account. I would gladly give a refund if they showed proof and returned the item. I asked eBay to remove the feedback, however they claim it's not against policy. I don t understand EBays reluctance to remove this feedback. If I bought something and claimed it was damaged I would work with the seller for a return and a refund. I think ebay should also ban this person - he s not good for business. To get a ding like this for a $1.49 free shipping item is ludicrous. Do I just live with this?? 

[coolections]

Did you send them in a top loader to insure they would not get bent ? If you did not then stop giving the buyer a hard time, refund, and THEN maybe the buyer will change the feedback. On Ebay buyers do not need to send you proof of damage.

[stainlessenginecovers]

1st- you cannot get a negative EVER removed once you comment on it

2nd- your comment is VERY unprofessional. Looks like you are selling very low priced/value cards so it EASILY could've been bent if not in a HARD case. You should have just believed the customer and refunded them. Then, if you wanted to respond, you would state "so sorry it was damaged, we refunded immediately because we take CARE of our customers". This tells any 'future' customers that look at your feedback that a.) it happens b.) you took care of it. Now, you look like you are a 'it's all about me!'. 

3rd- even if you could get it removed without comment, the buyer stated NOTHING that would predicate it to be removed. No threats, No profanity etc. 

[iamoob222]

This is helpful. Thanks for your feedback. The items were sent well protected. The emails he sent said he threw them out and he didn't request a return or refund and just gave me negative feedback. I know what you mean and my response to his feedback was knee jerk reaction and outrage. I do take care of customers who have concerns and/or issues and at times I go over and beyond. But for the buyer to just put negative feedback was a shock to me - never happened before.

[iamoob222]

Thanks for your feedback. Yes, they were sent very well protected. He offered to send me a photo of the envelope - why throw out the cards and keep the envelope? I did no know that no proof is acceptable, doesn't sound fair to the seller.

[12345jamesstamps]

We have all gotten a negative feedback or two. It hurts for the first time. The more in sales you have in each month will raise your feedback score with that one bad feedback. Because it was not a big ticket item you should just refund them the next time and then block them. And don't respond to negative feedback in such a way as you did...everyone can read it. I would not have email back and forth a buyer on any issue other than "what can I do to make you happy".

The thing to do right now is sell more to raise the feedback score which could be done by more positive feedback by buyers. Because of what you are selling your business plan should be repeat buyers so you have to make each buyer happy to the best of your abilities. Repeat buyers usually always leave positive feedback.

[inhawaii]

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@stainlessenginecovers wrote:

1st- you cannot get a negative EVER removed once you comment on it

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Sorry, I don't believe that is true.

I have had it done several times and have seen it done several times, even recently.

Replying/responding to a negative feedback does not prevent it's removal in any way.

[luckythewinner]

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I don t understand EBays reluctance to remove this feedback.

eBay does not remove feedback just because the seller does not like it.

If I bought something and claimed it was damaged I would work with the seller for a return and a refund

There is nothing in eBay policy that requires a buyer to work with a seller. What you would do does not matter - what matters is what your buyer does.

To get a ding like this for a $1.49 free shipping item is ludicrous.

I agree it is ludicrous that you asked him to remove the feedback before refunding him $1.49

[klhmdg]

The next time you get a buyer stating the item was damaged reply -

Im very sorry these arrived damaged. Please file a Not As Described case to return for refund.

Next message with "threw them out"

Reply the same - Please file a Not As Described case to return for refund.

Once the case is file you can then decide to refund in full or require the return before refund.

IF the buyer files a case and you take care of it, without eBay stepping in, the negative will be removed.

At this point Im not sure you can get the negative removed. 

[jerseyboymusic]

The feedback is the BUYER'S experience.  In this case, he got something that was damaged.  If I was a prospective buyer, his negative feedback wouldn't turn me off from buying from you, but your reply to his feedback makes me NOT want to buy from you. Super petty over a buck and a half. Your reply justified the buyer's experience.

Ebay won't remove that. Now f the buyer was abusive, or using feedback as extortion, they most likely would remove it. 

[iamoob222]

Great points...thank you.

[monster-deals]

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@coolections wrote:

On Ebay buyers do not need to send you proof of damage.

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Not entirely accurate

[stuff4divas]

@iamoob222  yes, no seller enjoys negative feedback and it is weird he would throw out the cards but keep the envelope. probably didn't send photos bc they weren't damaged and he didn't  want to damage them to send photos.

In any case, me? i would just move on. u rec'd neg fdbk b4 for damage to the item, so this should not sting THAT much.

Also, don't get why u say $1.49 when it shows he won for $2.74. A small difference, but still a discrepancy.

Overall, you have great feedback and that will shine the most.

[iamoob222]

Thanks for your feedback. My bad, it was $2.74. I originally listed for $1.49 and he bid up and won. What I find strange anyone can put negative feedback and then ask for a refund to have it removed without having to show proof or return the item. I'll get over this. It just made me angry and I reacted the wrong way. Lesson learned.

[iamoob222]

If that's not accurate, why hasn't eBay stepped in to help the seller. I know is a minor amount but the fact remains that this seller did not get any support from ebay.