mam98031 • Volunteer Community Member • Buyer/Seller since 1999
@saintpaulgolf wrote:Latest response from the buyer:
This is a family account. When the issue was brought to my attn I should have handled it with you and I didn't. My fault. If you would be willing to replace the little champ bobble head I will return the broken one, Will that work? I will update the feedback now. Sorry for the issue this has caused.
They also appear to have removed the feedback. Whew. Some times this site is frustrating.
I hope you know, you got lucky here. This could have easily gone the other way for you.
You are expecting selling on Ebay to be a level playing field between buyers and sellers and it is NOT. You expected your buyer to answer emails right away and they didn't. That upset you because they didn't like waiting for a response from you. It just doesn't work that way here. You are going to get upset way too often over things that are normal on Ebay as your expectations aren't supported by the facts of selling here.
Since your buyer is now saying there is an item broken in the order. As the buyer they should have opened a SNAD. That should have been what they did first and not leave the negative FB. It appears you have a buyer that does not know the proper format of handling a situation like this. They may have thought that leaving negative FB was the only way to get a seller's attention.
So I hope you will do right by this buyer and either accept the return of the broken item or refund the buyer for the item broken. Whatever you decide, you got luck and had a buyer that was willing to change the FB.
@pattiodolls wrote:The buyer contacted me and said I shipped to wrong address so I refunded item was shipped back to me so I delisted and then buyer left me negative feedback
@castlemagicmemories wrote:
@pattiodolls wrote:
Not according to eBay have had positive feedback for three years a buyer that I immediately refunded left me negative and eBay told me nothing I can doWhy did you refund the buyer?
Then call Ebay tomorrow. You have the tracking which will show that you shipped the item. The payment notice shows the address you were suppose to ship the item. And you shipping lable shows the address in which you shipped it to. If the buyer gave you an incorrect address, then you have a good chance of getting Ebay to remove the FB.
For future reference, it is NOT a good idea to respond to negative FB or neutral FB unless you are sure you can't get it removed. And then if you respond, it should be a factual response only. Nothing to enflame the situation or you end up getting an additional response from the buyer like you did. That does more damage that good.
@saintpaulgolf wrote:I disagree about responding to trash feedback.
I think if you word it correctly (and that is very had with so few characters to use) you can help yourself.
Yes there is a chance someone follows up with lies (it's happened to me) but still...
BTW I have had a negative reversed by eBay customer service once, as I recall. So yes there is that avenue if it is defamatory or left in a manner that wasn't within eBay guidelines.
I don't necessarily disagree with you, however there is a time and place for it. And as you say, wording is of the utmost importance. ALWAYS be PROFESSIONAL. It does NOT look good to prospective customers to see the seller rant, get too emotional or otherwise be less than professional and polite.
Many times a seller's response to FB is worse than the FB itself.
But I don't recommend leaving a comment to the FB before you have exhausted all your ways of getting it removed by Ebay or possibly having the buyer willingly revise the FB first. Because sometimes that comment will upset your buyer more and prevent them from even wanting to work with you. Or maybe Ebay won't like what you posted and therefore not be as willing to work with you. I suggest waiting before commenting to make sure the FB is going to stick first. Then if you just can't get it removed or revise, comment as you see fit, but hopefully something that is factual and not emotional or inflamitory.
@rolenboy01 wrote:If someone leaves a negative before I can handle their complaint then I feel that's the end of it they made their choice drew their line in the sand and there is nothing more to be done.
It doesn't have to be that way, but I respect that this is the way you choose to operate your account.
@rolenboy01 wrote:If someone leaves a negative before I can handle their complaint then I feel that's the end of it they made their choice drew their line in the sand and there is nothing more to be done.
Wait! Per your FB page you have had FB revised.
@rolenboy01 wrote:
@mam98031 wrote:
@rolenboy01 wrote:If someone leaves a negative before I can handle their complaint then I feel that's the end of it they made their choice drew their line in the sand and there is nothing more to be done.
Wait! Per your FB page you have had FB revised.
Your point? I didn't say it was always my policy.
I simply commented on what you said. You said "that's the end of it". Obviously not per your FB. That was my only point. You have on several occasions used the ability to get a FB revised. There is NOTHING wrong with that at all. Your post just made it sound like you never try to get FB revised as you feel it is said and done at that point.
