Poor Feedback Policy

[havasuluver]

I'm more than miffed that eBay allows buyers to leave negative, untrue feedback for sellers that have impeccable feedback ratings.  I recently sold a dress that had all measurements listed, as well as a copy of the tag in it.  My listing also states I do not accept returns.  My buyer found it didn't fit her when it arrived and asked to return it.  I told her I didn't accept returns, that eBay has a buyer protection policy, and that all measurements were stated within the listing.  eBay allowed her to leave negative feedback even though I reached out to her and protested same to eBay!  Because I would not accept her return she was allowed to tarnish my feedback record and eBay obviously doesn't care.  You would think, if you've done everything possible to adequately list an item, and you have had a 100% feedback rating for over 6 years, that eBay just might take note of that and see she was one disgruntled buyer.  I protested and the rude eBay agent said 'she'd have it investigated' but of course that went no where.  Makes me want to sell elsewhere after 13 years as a buyer/seller on eBay 😞

[castlemagicmemories]

Yes, it doesn't mean that impeccable rating is guaranteed to always be there. In any case, buyer is allowed to post their opinion of the transaction. Sorry this happened to the OP, but it is what it is.

[rixstuff]

I also dont take returns but if it salvages an unhappy sale and I get the item back to resell it, why not take it back? You can make any refund dependent on getting the item back FIRST.

[lunalapin1912]

Right, which means all sellers need to be "prompt and accountable YES" if they want to keep that impeccable rating.

[dhbookds]

---

@dhbookds wrote:

I'm confused........this is the feedback I see with a neg:

Great seller response. Was prompt and accountable in my transaction no

Then this response from you...

Listing states no returns-measurements in listing-SELLERS BEWARE!! BAD!!!!

Did she revise the feedback?   

---

I see nothing wrong with her verbal feedback.........I would assume, reading it, she hit the neg button by mistake........had you not replied in such a manner.......

[rixstuff]

It cant be revised now because of the response.

[adkhighker]

I don't blame you at all, and despite what some posters are claiming, your response to the buyer is tame compared to so many other responses to negative feedback I've seen, and it certainly won't cause anyone to turn and run away from your future listings. Your response might not have been as professionaly sounding as some seem to think, but it certainly doesn't portray you as a hothead.

If I were you, I'd call eBay and when you get an operator, ask to be transferred to a feedback specialist, if there is such a thing, and ask them to remove the negative since it's obvious that the buyer chose to leave you positive feedback, judging by their wording, but for some reason clicked on the negative button. Regardless, the feedback is positive, so it should be changed from red to green.

[castlemagicmemories]

---

@rixstuff wrote:

I also dont take returns but if it salvages an unhappy sale and I get the item back to resell it, why not take it back? You can make any refund dependent on getting the item back FIRST.

---

Yes, and the buyer might just decide to not bother to return it.  I still don't understand why the OP told the buyer there were Buyer Protection policies as they don't apply here.

[rainbowcolorz]

---

@dhbookds wrote:

---

@dhbookds wrote:

I'm confused........this is the feedback I see with a neg:

Great seller response. Was prompt and accountable in my transaction no

Then this response from you...

Listing states no returns-measurements in listing-SELLERS BEWARE!! BAD!!!!

Did she revise the feedback?   

---

I see nothing wrong with her verbal feedback.........I would assume, reading it, she hit the neg button by mistake........had you not replied in such a manner.......

---

Yep ... I thought the same thing.   Hit the neg accidentally.  

[castlemagicmemories]

---

@redroofsurplus wrote:

LOLOL ~ I DO IT, I REPLY TO ALL NEGATIVES BECAUSE WHEN I READ OTHER PEOPLES FEEDBACK ESPECIALLY NEGATIVE AND THERE ISN'T A RESPONSE OR DEFENSE,  I ASSUME ITS TRUE.  BUYERS TRY TO SLAM SELLERS AND WILL SLANT THE ISSUE IN AN ATTEMPT TO GER REVENGE~  I WILL ALWAYS REPLY AND IF PEOPLE THINK I AM BEING A 'HOTHEAD' ..... FINE.

---

I don't think it is a bad thing to respond; a professional response can show the true situation as not all negs are justified, and a professional response can work to your advantage as future potentials buyers will feel more confident in dealing with you since you show that you are reasonable, no name calling, no blame placed.  

[castlemagicmemories]

Please don't be miffed.

[cubano4u]

---

@redroofsurplus wrote:

LOLOL ~ I DO IT, I REPLY TO ALL NEGATIVES BECAUSE WHEN I READ OTHER PEOPLES FEEDBACK ESPECIALLY NEGATIVE AND THERE ISN'T A RESPONSE OR DEFENSE,  I ASSUME ITS TRUE.  BUYERS TRY TO SLAM SELLERS AND WILL SLANT THE ISSUE IN AN ATTEMPT TO GER REVENGE~  I WILL ALWAYS REPLY AND IF PEOPLE THINK I AM BEING A 'HOTHEAD' ..... FINE.

---

And that is your choice to make. Just like you type in all caps, which online is considered yelling. It's all about perception. You want to be heard when you type so you type in all caps.

You perceive a negative comment from any buyer to be an opportunity for a good comeback. Probably because it makes you feel better. As you say, if you don't see a reply to a neg than you consider the neg to be true- that is your perception. I've seen a variety of negs that are written rather kindly or naively and don't have a reply from the seller. I see those as errors on the buyers part and a good reflection on the sellers part. I will still purchase from that seller mostly because they didn't bother to reply to a silly neg. That's my perception. Yours is different by your own admission. 

You have one neutral that I can see and it seems really lame. The buyer is saying the package didn't arrive by the estimated date of Friday and today is Monday so they are leaving a neutral. That doesn't count against you on your scoring. It makes the buyer come across as very impatient and innocent as to how shipping actually works. If you had left that alone it would not have reflected on you in any way. Both buyers and sellers would chuckle at the naivety of the buyer and still purchase from you.

However you perceived it as an insult to you personally and replied back, in all caps, that it is an estimate, etc. Now you come across as a bit of a bully and a rude loudmouth. Someone who feels the need to have the last word. Most likely a road rager. Now that would give pause to potential buyers and in the end you now will lose sales from others who've not purchased from you before. All because of how you perceived it and probably for the sake of having the last word because it makes you feel good. That is your choice. 

I do agree with you that there are bad buyers out there. I agree there are times when a buyer will slant a negative out of revenge. If that is the case, and that will be perceived based on what the comment actually says, then there are cases where a reply may be needed or correct, or even warranted. It is your choice as the seller on how you choose to handle that. 

Best of luck with your sales....

[havasuluver]

The Buyer MEANT Negative, she didn’t hit the wrong button. She confirmed I responded and yet still answered I wasn’t accountable to her needs/desires.  I messaged her twice, explaining the situation & asking her to revise it.  She ignored mine & eBays requests.  I DID call eBay before replying to her comment-they chose to do nothing and I’ve seen so many seller responses to negative feedback that I know I had every right to post as well.  The real gripe is that eBay obviously doesn’t stand behind legitimate sellers who are making them money!  Sure we’ve all dealt with some shady sellers, and that’s why I check feedback before I buy.  Often times I’ve been ready to purchase but change my mind after reviewing feedback left.  I’ve had excellent feedback for years and a policy that allows a disgruntled buyer to change that reputation on a whim is sad.   

[the*dog*ate*my*tablecloth]

My comment wasn’t rude, you just didn’t like it.

I also didn’t say your response on your own feedback was a violation. The comment in the buyer’s page was a violation. Sellers are not allowed to put negative wording on a buyers page. 

I see Ebay removed your follow up comment on the buyers page so they apparently agreed with me.

[castlemagicmemories]

I messaged her twice, explaining the situation & asking her to revise it.  She ignored mine & eBays requests. 

I'm not sure why you thought she would revise her feedback for you when you had not accomodated her request.  Of course she would ignore your requests and Ebay's.  It's generally accepted that you need to remedy a buyer's situation first before you ask them to consider changing your feedback and even then, they don't have to do so.

[mam98031]

---

@havasuluver wrote:

The Buyer MEANT Negative, she didn’t hit the wrong button. She confirmed I responded and yet still answered I wasn’t accountable to her needs/desires.  I messaged her twice, explaining the situation & asking her to revise it.  She ignored mine & eBays requests.  I DID call eBay before replying to her comment-they chose to do nothing and I’ve seen so many seller responses to negative feedback that I know I had every right to post as well.  The real gripe is that eBay obviously doesn’t stand behind legitimate sellers who are making them money!  Sure we’ve all dealt with some shady sellers, and that’s why I check feedback before I buy.  Often times I’ve been ready to purchase but change my mind after reviewing feedback left.  I’ve had excellent feedback for years and a policy that allows a disgruntled buyer to change that reputation on a whim is sad.   

---

I think you may have missed the other poster's point.  If your buyer's negative was there without your comment below it.  To someone that knows nothing about the transaction between the two of you, one could easily assume that your buyer made a mistake in making that FB a negative.  But with your comment below it, it becomes clear that there were actual issues on the transaction.

A no return policy does not mean you don't do refunds or take returns.  ALL sellers must meet or exceed the rules of the Money Back Guarantee, no matter what they say on their listings.  If a buyer decides to file for a Request for Return, the only type you can deny is if they actually filed a Buyer's Remorse return request.  But if they file a SNAD, even one that should have been filed as a BR, you will either accept the return or the buyer can have Ebay step in and Ebay will either have the buyer return the item to you and force the refund or they can just refund the buyer without having them return the item to you.

It is very difficult to accept a negative on our accounts if we don't feel they are warranted.  I really understand that.  And we have to look at it for a year, so it is just in our faces all the time.  You may want to consider being a little more open to a return if something like this happens again.  Even this buyer could have filed a SNAD if they had wanted to.

This one bad FB should not hurt you at all.  Run more listings and get it diluted with other wonderful FB.  That will help things to look better to you.