“Not authentic” Negative feedback

[cora_lee123]

I received my first negative feedback this week from a buyer who claimed that the Bath & Body Works items they bought from me were not authentic.  (They received the items May 28th and it took nearly a month and a half for them to write the feedback).  I sent a polite message asking if they would like to return the items for free to get a full refund, but I haven’t heard anything back after 2 days.  I also included a picture of the receipt in the message which shows that I bought them directly from Bath & Body Works.  I’m not sure what else to do at this point - is it worth contacting eBay to see if they could do anything if I showed them the receipt?  Also, if I reply to the feedback, will it still leave the buyer with the option to revise the feedback in the event I’m able to get a response from them?  (I don’t know how long I should wait to reply to it).  Thanks for the help - it’s just really frustrating to have someone leave this kind of feedback allegation without even contacting me or responding to my message.  

[cubano4u]

This is just one person's opinion, there is nothing you can do about it. No, eBay will not get involved in something like this. Your best bet is to forget about it and move on. 

[dariudaudery_0]

All you can do is ask buyer to remove it. Ebay won't care.

[7794heather]

You can try to request the buyer to advise, but sounds like they already made up their mind. 

You can also request ebay to revise the feedback and explain you sent a picture of the receipt to the buyer

Or you can respond, in kind, that you are sorry they thought that the item they purchased was not authentic, even after sending a picture of the receipt. 

Or you can leave it alone. 

If you do respond, just make sure it makes YOU SOUND GOOD because it will  be there for a year and you want future buyers to see how kind and business like you are, not rude or condescending. 

Sorry this happened. Buyers should have to message you first to talk it out.  If people could talk things out, sometimes the outcome is better.

Good luck and don't let it get you down. One blip won't hurt you. The rest of your feedback is GLOWING and sounds like you're doing very well!

Stay well!

[inhawaii]

You mean you opened up a huge factory and hired hundreds of workers ... just to manufacture fake Bath and Body Works products?  Shame on you.    😉

[cora_lee123]

Thank you for the advice!   Yeah, I just wish the buyer would at least respond to my message - I don’t understand why they wouldn’t want a refund if they were that unsatisfied with it.  Maybe I will try to message them one more time, and if they still don’t reply I’ll just reply to the feedback, making sure it’s professional and polite.  It’s too bad that it sounds like eBay wouldn’t do much about it, but I guess I could always try.  Thanks again, i appreciate it!  

[evelyb30]

I read the neg - buyer wrote a book.  My response would be something along the lines of: Purchased at BBW on Date per my receipt from BBW.  Offered return for refund. 

[femmefan1946]

My response would be: "I regret you are unhappy with your purchase. Please return for refund."

She's out of time for an eBay dispute, but she can still dispute on Paypal.

However, PP insists that the buyer pay return shipping on the unwanted purchase. And a seller with a No Returns policy is allowed to insist on Return before Refund.

A calm professional Response is your first step. But since the buyer wrote a book, I agree, Keep It Simple and Short.

[cora_lee123]

I offer free returns within 30 days on all listings, and although she missed the 30 day period, I said in the message I sent to her that I would pay for shipping and send a full refund if she would like to return the items.  

If I write a response to her feedback, would that impact the ability of the buyer editing their feedback?  I’m not sure if I should wait a few more days to see if she responds.  

[downunder-61 · Accepted solution]

Your only negative shows an item purchased 25 July ? Likely delivery around  2 August ?

If this is it, they are only just outside the 30 day requirement, but as you offer free returns I would use that to ask for removal because your buyer did not use your return policy or accept any resolution you offered.

Try facebook

https://www.facebook.com/eBayForBusiness  Send a private message.  Include your user ID, email address, phone number, and a brief message. 

[cora_lee123]

Yes the item was purchased on July 25th and delivered on July 28th.  Their negative feedback wasn’t left until September 8th, and they haven’t responded to my message I sent that day showing the receipt and offering a free return and full refund.  

Thanks for the Facebook link, I’ll try contacting eBay there and see if they can do anything. 

[7606dennis]

Alas!  Feedback is merely the subjective opinion of purchaser in a transaction these days.  Did the buyer open a NAD return request?  

Frankly, I'm not too sure that increasing the amount of characters allowed in feedback was a good idea.  Some seem to write a novel that makes about as much sense as some of today's politicians speeches.  

[cora_lee123]

Nope they didn’t open a return request - there hasn’t been any communication from the buyer before or after the feedback was left.  

It’s true about feedback just being someone’s opinion, but when they make a claim that an item is definitely not authentic, and then I provide them with the full receipt, it just seems like ebay should be able to step in if the buyer won’t even respond to my messages offering a free return and refund.  (I also agree about the additional characters allowed in feedback now)

[gracieallen01]

As you have been on ebay for a while, I would be fairly sure that you are probably aware of the potential for this type of feedback, and that the buyer will consider changing for a full refund, keeping the product(s) and perhaps a freebie thrown in for good measure.  It generally comes under the heading of 'Feedback Extortion', and is a not new type of 'happening'.

Return for refund is about the only thing that can help you - or mitigate the situation - since ebay will just say that they don't know what you really sent the buyer.

[kathy507]

Perhaps the product has already been used and there is nothing to return.  Respond as others have said, politely.  And add her to your BBL.