Postive feedback checked but negative content

[annedenise5556]

Hi:  Recently I've had two buyers indicate they are leaving positive feedback but then their content is negative and/or concerning.  This last time concerned a $9.99 winning bid on a clothing item in excellent condition that originally sold for $$$ as we were just trying to clear out some seasonal inventory and keep an item out of a landfill.  They buyer left "positive" feedback but then complained about shipping costs, shipping time (we shipped the day after payment received) and that we hadn't included photos they would have liked to have seen.  No complaints about quality or return requests or other communications.  Experienced sellers, how do you handle this? Should I just ignore this? Block this buyer?  Respond in some way?  Is this a trend?

[bonanza125]

I ignore negative content for positive feedback. In the long run its meaningless. Do not respond to it.  This is not a trend. You will get some buyers who are unhappy with there experience even though they received the item and place blame against a seller which had no control over shipping cost or time. Now if you are very concerned about negative feedback in general I would suggest changing your return policy to 30 day return seller pays for shipping. That way if a buyer has any problems they can return it and you will be covered if a negative or neutral is posted.

[mooncat_watches]

Don't worry, it will get buried unlike a big red icon which is harder to hide.

I would probably block them from further purchases though.

[reallynicestamps]

EBay does not use feedback to assess member accounts.

Buyers use feedback but most look no further than the numerical rating.

Buyers may look at the number of negs (and neutrals) .

Buyers more rarely read the negs and neutrals.

The customer complaints don't affect your feedback.

Move on.

[jonathanbrightlight · Accepted solution]

Likely it will not hurt you, but it is against policy and you can probably get it removed.  You won't be able to use the normal feedback removal request, though, since that only shows neutral and negative feedback.  You'll have to just reach out to customer service.  I would keep your request simple and just say that the buyer left negative comments in positive feedback, which violates this policy: https://www.ebay.com/help/policies/feedback-policies/feedback-policy?id=4208

"We remove all feedback that contains any:

Negative comments with positive ratings, or positive comments with negative ratings"

You can click this link to chat with an agent, or request a callback if that's offered (I prefer the chat, and you'll get a transcript of the conversation, which is great):
https://www.ebay.com/help/eua?id=5275&mkevt=1&mkpid

Or you can contact eBay customer service via Facebook, X, or Instagram by sending a private message (don't post publicly on these pages):

https://www.facebook.com/eBay

https://x.com/askebay/

https://www.instagram.com/ebayforsellers/ 

[adamcartwright]

@annedenise5556 

The question is, how will this  possibly influence another buyer's decision to purchase from me.

I might write a short reply --  "Item was purchased on XX and shipped the next day, XX. We appreciate your business."

I would leave the other comments alone, as they reflect on the buyer, not on you. (Buyer knew shipping at time of purchase and could have asked for more photos if they wanted.)

[12345jamesstamps]

Remarks get buried with a positive sign...😎

I wouldn't block buyer.

Some buyers leave a 'story' as a feedback...I find nothing negative for something sold for 10 bucks.

It's seems the cheaper items that get more feedbacks posted.

Only saw the one buyer feedback concerning.

Response to feedback...'Thank you for your purchase'.

[kandf_vintage_finds]

Ignore

Do not respond or open a dialog with the buyer

Block

Move on