Neutral Feedback

[midtownloft]

So, I recently listed a flawed print and was specific about the damages (in the condition section and the description in the body of the listing) and provided close up and distant photos of the areas in question and the print in entirety.   The print was purchased and I received a neutral feedback with a comment about the print being in very poor condition in the visible areas.  I have always maintained 5 star reviews and positive comments about shipping speed, condition of item, accurate descriptions and packaging.    Should I contact the buyer and offer compensation or just walk away?

Thank you.

[titipeo]

Do not do anything, neutral feedback is nothing as opposed to a bad one. If buyer is not satisfied with purchase, they could request a return. 

[innovatilife · Accepted solution]

Don't try to offer compensation or a partial refund to remove the neutral feedback, as it may be considered feedback extortion by eBay and against policies.

Maintaining 100% and 5 stars is not feasible on any platform. If you sell long enough, you will eventually get a buyer that you cannot please or just wants to ruin someone's day. That's why you will never see a large volume seller have a pristine feedback record.

It's just a neutral. I would reply to the comment saying the flaws were clearly mentioned in the listing and move on. You still have 100%, but don't count on that lasting forever if you continue selling.

[fashunu4eeuh]

Some buyers just do not read the listing, and are therefore taken by surprise when they find the (described) issue. Because of this lack of due diligence, I no longer sell flawed items. Too risky for my taste.

Reaching out to a disappointed buyer seems a reasonable response to me. I probably would not ask for a revision at this point, but would express my concern. Then later, once the buyer is satisfied, it might be appropriate to request a revision. Below is the link to the feedback revision request policy. Good luck.

https://www.ebay.com/help/selling/leaving-feedback-buyers/replying-feedback-received-item-sold?id=41....

[inhawaii]

I know it's easy for the rest of us to say "let it go" but you really should just LET IT GO.

No matter how great of a seller you are, no matter how good your items are, no matter how good your customer service is ... you will never be able to maintain flawless feedback.   It's impossible. 

Move on.  Continue to provide good service. Earn a good feedback profile. 

Good luck and stay safe.

[reallynicestamps]

A neutral makes no difference to your FB score.

If you have 99 positives and one neutral you have a 100% FB score and no customers will ever look any further.

[midtownloft]

Thank you for your feedback.  The framed signed print on canvas was vintage and the product of a historically significant Texas painter who has been deceased since 1970.   I had considered reaching out to the Buyer and indicating that though the flaws had been photographed and described - those areas were not easily accessible if using the mobile app.   I did not want to appear to blame the Buyer, but provide info for their use in future purchases since the Buyer recently joined the platform (late 2020).   I will carefully craft a message and see how things go.

I can see how more sales bring the opportunity for negative critique.  My sales have dwindled over the past couple years and though I have been selling since 2013 - I am a small seller.  My congratulations to you for maintaining a 5 star rating while having good volume.  

Best wishes and continued success.

[midtownloft]

Thank you for your input.  I agree with your unwillingness to sell flawed items, though I have not had issues with vintage items in the past.  Live and learn.  I will certainly reach out and express concern that he was disappointed.

Best wishes.

[midtownloft]

Thank you for your input.  I will certainly review your thoughts as I do not want to open a can of worms.

Best wishes and stay safe, also.

[midtownloft]

Thank you for responding.  I must admit I was a bit shaken.  

Best wishes!

[tmkpsu]

walk away...neutral does not affect your FB rating and ebay always sides with the buyers not the sellers. I have yet to understand how a buyer can just disregard the obvious and leave a neutral or neg FB for their own ignorance and ebay always sides with them????  

[mofow-88]

A few purchasers simply don't peruse the posting, and are consequently overwhelmed when they track down the (portrayed) issue. In light of this absence of due persistence, I presently don't sell imperfect things. Excessively dangerous for my taste.

Contacting a frustrated purchaser appears to be a sensible reaction to me. I most likely would not request a correction now, however would communicate my anxiety. Afterward, when the purchaser is fulfilled, it very well may be suitable to demand a modification. The following is the connect to the input amendment demand strategy. Best of luck.

https://www.ebay.com/help/selling/leaving-feedback-buyers/replying-feedback-received-item-sold?id=41...