Negative feedback templates?

[the_bookwyrms_lair]

Just when my last negative feedback review fell off last month and I was glorying in 100% satisfaction, I get another negative feedback from a buyer who didn't read the **bleep** listing and is now pissy about it and left negative feedback before the return request even closed!  Bah.  That being said, I'm not going to respond until eBay settles the case - because if eBay settles in my favor I can ask them to remove the feedback (I've already tried the system and it's AI & stupid, as noted elsewhere about negative feedback, so I'll wait until the case is settled).  If they don't settle in my favor, I'll post up a response... but obviously, I can't use "didn't read the **bleep** listing and is now pissy because she's an idiot."  So, who has good, professional templates?  🙂  I forget how many characters we get, but this is what I sent with the feedback removal request and I was going to build / edit / remove from there:

Buyer did not read the listing. I clearly state in the title, item description, item specifics, AND listing pictures that this is for a SAMPLE, not a full-size bottle, that the sample is hand-crafted by me, and that it would be a smaller bottle. She asked for a full refund when I can not accept returns because I can not resell it once it has left my possession. Offered her a partial refund, which she refused.

[eleanor*rigby]

Here's my advice.

Keep in mind the audience for the feedback you intend to leave is FUTURE BUYERS. If I were interested in buying from you and saw that response, I'd hit the back button. Nothing worse than accusing a buyer, whether justified or not.

Remember what they say about cats and where they eat.

I happen to be a fan of doTerra, and it's perfectly obvious to me that you're selling tiny sample bottles. It would probably be obvious to most other buyers, too. Don't sully your own professional reputation by responding with ill will to a clueless buyer's ridiculous feedback.

If you feel you must respond, stick with something like, "Listing title and description clearly state these are 2 ml sample bottles. Buyer declined offer of partial refund."

That being said, this much hassle over a $3 (plus shipping) item? I guess I would've just refunded her the entire amount in the first place . . . but that's just me.

[the_bookwyrms_lair]

Thank you for the advice!  The reason I posted this is I'd seen in the past a few EXCELLENT professionally worded replies to negative feedback.  I was hoping to find some scripts, as what I WANT to say is obviously not what I'm GOING to say. 🙂  (Please read the whole first post with an exasperated tongue-in-cheek tone.)

This buyer didn't get one $3 item, but 2 closer to $20.  Yes, I probably should let her walk with no repercussions, but it's the principle of not getting scammed.

Final thought - I can't stand it when a seller has negative feedback that they didn't respond to - it just seems lazy to me and a missed opportunity to share your side.  I love it when a seller provides professional feedback that shows their side of the story.  Hence why I'm asking for scripts. 🙂

Thank you for your help!  I like the way you said the feedback reply!

[katzrul15 · Accepted solution]

So not a fan of the 500 character FB novellas a Buyer can leave.

There are some Buyers you cannot please.

  Listing states/shows 2ml "sample" vial.  Our products are authentic and we offer a 100% satisfaction guarantee.  Multiple attempts at Resolution, including partial refund of a $3 item, yielded the above feedback without reply to us.  Buyer is welcome to contact us further to resolve.

[stainlessenginecovers]

Don't reply at all!! 

If you do, you are doing 2 things:

1) making it much larger standing out even more

2) buyer is notified that you responded to their feedback and they can REPLY again! Not only adding more insult, but making it even larger.

In a couple weeks, it will go to page 2 and you won't be effected by it; beside, buyers can see all the good feedback you have. 

[aproudparent2010]

If eBay decides in their favor and if you push the no returns they get all their money back and the item

[the_bookwyrms_lair]

I can't sell it again anyway, because it's a sample I craft and I can't guarantee tampering.  So I don't mind that they get it - they've been reported and blocked.  I just don't like scammers - and buyers who can't read the dang listing and get buyer's remorse are in that category.