Received an neutral rating, it is worth resolving.

[angell3287]

Hi happy holidays everyone, I received a neutral rating on something I sold last month. It was a “comfrt” sweat pants and hoodie, the hoodie was brand new but the sweatpants was worn a few times, there was some worn in the crouch/ leg area and there’s was some discoloration or a stain on the pocket area. I took a lot of pictures but the stain/discoloration wasn’t able to shown in the picture but it’s very unnoticeable until a person wears the sweatpants in the direct bright light.

So I am thinking of reaching out to the buyer, especially after I received my first negative rating about two weeks ago after I had sold a bag and relisted the item, but refunded that buyer right away.

But anyway this is what I thinking of writing to the buyer of the sweatpants/hoodie combo, but I wonder if it is worth it.

Below is what I am thinking of writing:

“Hi do you want a refund or to ship back the sweatsuit & hoodie? I did list in the listing that the hoodie was brand new but the sweatpants was worn a few times, so there was some wear and there was a discoloration or stain on the left pocket area of the sweatpants.To resolve the situation, I can offer two things: ship it back, but a partial refund or keep it but a full refund ?”

To add I don’t usually accept returns, I had bad experiences in the past, as well in the listing I have a no return policy.

Here’s the listing:( I was trying to add the listing html but EBay is saying it’s invalid)

I am being to lenient or too accommodating, please any suggestions. Thanks

[iwasl_55]

Rule of thumb, if any part of what you're selling is used, even if used once, just list it as used, or pre-owned. I personally don't even bother listing things as "new without tags." Even if it it is. It's much easier to list those items as used. And I've actually had instances where the buyer was so pleased with the item that they gave me positive feedback saying "It was listed as used, but it looks BRAND NEW!! WOW!!" Same with listing things as "new with defects." I don't even bother with it. Even if it has the tags, I still list it as used. I don't have the patience to deal with people sending me DM's saying "what are the defects?" I use as many pictures as I can, and literally point to the problem areas. Better to do that in pictures, than only the description. Because most people don't read the description. But most people look at the pictures. But you should do both, detailed pictures, and description highlighting any possible flaws. 

It will save you a lot of headaches in the long run. There are some people who are only looking for new, it's best to filter those people out. They don't want anything used at all. Those are the people who will create issues. As one did.

But I wouldn't even worry about the neutral feedback. I would focus on getting the negative one removed, not so much the neutral one. The negative feedback is what you really should consider getting removed, because your feedback score is, dare I say, horrendous. 

Neutral feedback doesn't hurt or help your score. It's dare I say, neutral. It's basically the buyer's way of saying "I'm annoyed with the result. But I'm not angry enough to actually want to hurt your reputation as a seller." But having 50% of your feedback be negative and neutral is a horrible look for a seller. I certainly wouldn't buy from you.

Since you've only gotten 4 feedbacks in the past year. And the one neutral one doesn't count for anything. That one negative feedback counts for 33.33%, which is absolutely devastating.

I don't know why you relisted it, but that's a no-no if the buyer didn't ask to cancel the sale. If you sell something, and receive payment, you are legally obligated to ship the item out to the buyer. Don't just abruptly cancel it. Buyers don't like that. 

In all honesty, most buyers you do that too, won't care. As long as you refund them. But some buyers, like the one who gave you negative feedback, will get very upset by that, and will want to destroy you. Which they successfully have. I would try to get that resolved in any way possible. Say whatever you need to say to get ebay to remove it. Most of the time, ebay will give you a one-time courtesy of having a negative feedback removed. Even if it's your fault. Take advantage of that now. You need it. And try not to make that same mistake again. 

[fbusoni · Accepted solution]

@angell3287 

I looked at the listing and at your description.  At the top of the listing it is described as "new with defects" but then later in the description you go on to discuss a stain and some wear. 

Perhaps the buyer did not read the description -- that is quite common.

Many here will advise that a neutral is not worth contesting. 

Given the discrepancy between "new with defects" and the problems outlined in your description, I personally would proactively send the buyer a complete refund.   There is no harm in asking him / her to retract their feedback.

If the buyer does not retract the feedback, you can respond to it professionally, acknowledging your mistake and indicating that you reimbursed the buyer for his purchase.  

That way buyers who visit your feedback page can see that you tried to handle the transaction honorably.

[pickapaper]

Stop using AI to describe your items.  It's flowery word salad and says absolutely nothing, not to mention it's annoying to have to read through.

I looked at the blue coat you have listed and you have used AI in your description.   After two paragraphs of AI's drivel, in the third paragraph you finally say what the actual condition of the coat is.  A lot of buyers don't read descriptions and a lot don't look at photos so it would be easy for a buyer to not read through all that.  Leave out that first two paragraphs and just list the facts and condition. 

I would also leave "serious buyers only" out of your descriptions.  No one is going to pay attention to that and it really means nothing.   Actually, I would question whether you are a "serious seller" after the games you have played with the polka dot bag (you have "serious buyers only" in the description for the polka dot bag, you actually got two serious buyers who bid on the auctions and yet YOU cancelled on both of them because the bag did not bring the price you wanted.) 

[chapeau-noir]

Go ahead and send the note, but I would do it not to get the neutral removed, but because the listing was unclear - the item was a set, and as a set it wasn't new with defects, but one new piece and one what sounds like a pretty worn piece. See what your buyer wants to do and move ahead with that.

A big part of the problem (other than the condition rating) was using the AI description - it's mostly just fluff with no real detail about what you're selling until your appended para. Pretty much anyone would have quit reading before then because it simply doesn't say anything - have your condition front and center.

If you're new at this, selling clothing has a steep learning curve, so this is just one of those bumps in the road.

[angell3287]

Hi, yes I’ll try all what you suggested. In my other post, they (other sellers) have suggested to create a new seller id in the meantime and use this one as a buyer only temporarily. So what I have been doing in the meantime is buying things, to help increase the feedback score. But I have the current selling items before I  received the negative rating.  With this situation of the neutral rating, is worth reaching out to the buyer to offer a refund or partial refund? 

Now with the negative rating, I was trying to cancel listing before the bid but was having issues, the cancel was due to errors in the original listing. But after hearing from other sellers in my previous post, I should have reached out here before doing anything. But anyway lesson learned. 

‘As long as you refund them. But some buyers, like the one who gave you negative feedback, will get very upset by that, and will want to destroy you. Which they successfully have. I would try to get that resolved in any way possible. Say whatever you need to say to get ebay to remove it. Most of the time, ebay will give you a one-time courtesy of having a negative feedback removed. Even if it's your fault. Take advantage of that now. You need it.’

How do I get around with that, reaching out to EBay? I did a request revision. How successful will it be remove that feedback? I had refunded that person the money immediately, wasn’t expecting that rating. So even though I have been on here for about 20 years, I am still novice to some of EBay’s changes and procedures.

thanks

[angell3287]

‘you actually got two serious buyers who bid on the auctions and yet YOU cancelled on both of them because the bag did not bring the price you wanted.) ‘ 

Are you speaking on the polka dot bag or beige Kate Spade bag? 

ok thanks, with polka dot bag, no actually one buyer asked to cancel and the other two buyers didn’t respond after I was waiting for payment for a 48-72 hr period.

Thanks

[angell3287]

Thanks so much, was trying out the AI feature as a word filler, I guess it’s a hindrance. So I’ll keep it simple as I was always used to do.

Thanks

[johnrj1226]

You listed the item as New condition

Here are  eBay's definitions of New clothing are -  yours description in they our original post don't seem to fit any of thes categories, eBay's trumps any sellers definition.  You are  fortunate  that the buyer gave you a neutral FB  IMHO - could  have been a red hickey

Clothing, Shoes & Accessories: Clothing and accessories, Jewelry & Watches, Sporting Goods

• New with tags: The brand-new, unused, and unworn item (including handmade items) is in the original packaging (such as the original box or bag) and/or has the original tags attached
• New without tags: The brand-new, unused, and unworn item (including handmade items) is not in original packaging or may be missing original packaging materials (such as the original box or bag). The original tags may not be attached
• New with defects: The item is brand new, unused, and unworn. Possible cosmetic imperfections range from natural color variations to scuffs, cuts, nicks, and hanging threads or missing buttons that occasionally occur during the manufacturing or delivery process. The apparel may contain irregular or mismarked size tags. The item may be missing the original packaging materials (such as the original box or tag). New factory seconds and/or new irregular items may fall under this category. The original tags may or may not be attached. See the seller's listing for full details and a description of any imperfections
• Pre-owned: The item was previously used or worn. See the seller's listing for full details and a description of any imperfections
• Certified - Refurbished: The item is in a pristine, like-new condition. It has been professionally inspected, cleaned, and refurbished by the manufacturer or a manufacturer-approved vendor to meet manufacturer specifications. The item will be in new packaging with original or new accessories. See the seller's listing for full details
• Excellent - Refurbished: The item is in like-new condition, backed by a one year warranty. It has been professionally refurbished, inspected and cleaned to excellent condition by qualified sellers. The item includes original or new accessories and will come in new generic packaging. See the seller's listing for full details
• Very Good - Refurbished: The item shows minimal wear and is backed by a one year warranty. It is fully functional and has been professionally refurbished, inspected and cleaned to very good condition by qualified sellers. The item includes original or new accessories and will come in new generic packaging. See the seller's listing for full details
• Good - Refurbished: The item shows moderate wear and is backed by a one year warranty. It is fully functional and has been professionally refurbished, inspected and cleaned to good condition by qualified sellers. The item includes original or new accessories and will come in a new generic packaging. See the seller's listing for full detail

[powell-collectibles]

You listed a used item as new with defects - you earned that neutral.  

[jewelbiz]

If there was any issue whatsoever with the crotch area,  you are lucky 🍀 not getting a negative!

[angell3287]

I am leading to refunding the buyer the full money, since I did listed it as new w/defects I should have sold it as used. Even though I had condition of it in the listing maybe the buyer didn’t read it. I am going to reach out to the buyer see what their response will be. This is my current “Comfrt” sweats, I think there must be some issue with the quality in some aspect, I am wondering if it is material because it’s a heavy-weighted it’s good for people with anxiety. I didn’t expect to spend so much money on these and get the quality I received after only a short time of use. So I had these sweats now a little more than a month, worn 10x and there’s pilling in back crotch area. The ones I sold, had some slight pilling like where I circled in red. I had only worn those for 3x times before I sold them. Below are the pictures of my current sweats.

[johnrj1226]

I wear sweats with hand and back pockets  from early fall to late April and  have sweats that are more that 10 years old - walk at least 1 mile 3  days a week around our sub division - my sweats have a little wear in the crotch area - they are 90% cotton and 10% poly.  In between those months wear 100% cotton denim Wrangler shorts or long boot cut legs along with a few Levis.  Even starch 'em if  we are going out or to  a casino.

When in doubt do what is right..

[angell3287]

Yes, me too so I was a little shocked with these kind of sweats, but as I said they’re heavy -weighted  with some weight to it and it’s a fleece, polyester and cotton mix so it is heavier than regular sweats. So I don’t know if that contributed for me seeing some slight pilling towards the back of the sweats. So anyway I reached out to the buyer if they wanted a full refund as I am trying to resolve the situation.

[luckythewinner]

Your description was a lie. 

You called them NEW w/DEFECTS in the condition and then tried to explain that as LIKE NEW in the description. 

But the pants were USED because they had been worn and were stained. Stains and wear are not defects, they are signs of use. 

The fact that you got a neutral was a blessing. IMHO a negative would have been more appropriate. 

I have no idea whether a buyer can revise a neutral to a negative, but I would consider the possibility before I requested a revision.