Received my first negative feedback after 12 years

[flarngusa]

Well, it finally happened - somebody left me negative feedback after having a stellar record since first registering and selling in 2008.

I sold a supplement I could no longer use.  I made sure to state it was opened in the item condition, seller notes, description, and even provided a picture of the seal removed.  Apparently, the buyer skimmed over these details, and decided to purchase it on a whim, assuming it was new.

She composed a message in a fit of rage, blaming me for her mistake.  I tried to rectify the situation by offering a refund, so long as she returned the product.  She declined, stating her area was a COVID hot spot and couldn't make it to the Post Office.  I responded, telling her to keep (or discard) the supplement, but to still start the process.  I would approve, and she would get her payment back at once.  Not a word.

After the 7-day period, she left negative feedback, most of which she wrote isn't even remotely true.  I have no plans on responding to it.  I know to leave well enough alone at this point.  And as for having it removed - it doesn’t violate eBay's policy from what I can tell.

With that being said, I do wonder if I was even allowed to sell an opened supplement.  I honestly believed somebody could use it and likely wouldn't mind.  I may have been in the wrong here.  If that's the case, then I probably had this one coming.

[mdaneke]

Don’t worry, It happens to us all. You could be the best ebayer possible but you will run into the eventual screwball. Same thing happened to me last week. I called eBay saying there’s false statements in her negative review. They don’t even bother with removing negative feedback. I would definitely respond to the negative feedback though. Just tell the truth under your negative feedback.

[pjcdn2005]

I’m not sure if ebay specifically prohibits opened over the counter supplements but if they don’t, they should.  IMO it would be very risky to ingest something in a package that had already been opened.  The buyer should have noticed your note under condition but I don’t think it was a good idea for you to sell them.

[silverstatetreasureboxes]

Even before finishing your post, I. must absolutely state the fact you should have NEVER sold this open bottle of supplements. There is just to much contamination or the ability of tampering with a non sealed product (I'm a nurse) Please don't ever set yourself up like that again (the buyers children could have ingested those pills). Issue your buyer a full refund and apologize.

[fern*wood]

Most of us have survived far more than one negative feedback.  Sometimes they aren't fair, and others I pretty much deserved for messing up.  I've also deserved one and not received it, so mine kind of even out.  

In my opinion, this was a mistake on your part.  I know you disclosed it, but they may have only seen "open box" which is a different thing in my mind.   I imagine ebay doesn't have a condition field for open bottle with some missing.

I would apologize and issue the refund, if you haven't already.  

[flarngusa]

I did try to offer a refund to the buyer twice, but never heard back from them.

In hindsight, it did seem like a terrible idea.  The fact that eBay even has "open box" as an option is mind-boggling under the vitamins & dietary supplements category.  Something like this led me to believe it was perfectly fine to sell it unsealed.

Thanks for the information about children and possible contamination.  Didn't cross my mind at the time.

[wesk_36]

"Apparently, the buyer skimmed over these details, and decided to purchase it on a whim, assuming it was new."

That's quite possible. Going by the title alone-

"Supplemental Tablets - 58 Count"
Actually it's 60 count, the count is always the original amount. The buyer may have concluded that this bottle had an original 58 count.

"Condition:Open box
"An item in excellent, new condition with no wear. The item may be missing the original packaging or protective wrapping, or may be in the original packaging but not sealed. The item includes original accessories. The item may be a factory second. See the seller's listing for full details and description"

I don't think the open box condition description is referring to a "food" bottle with a protective seal broken and items gone. More like a cell phone, for example, that had the tape (seal) cut on the box...

It's not "new condition", it's used and has missing "parts"

The expiration date is on a bottle with a seal destroyed and contents removed and "tampered" with.

Expired pills or different pills could have been replaced in the bottle; the buyer has no idea if these are the original pills, if they were replaced, or not tampered with.

I am not saying you tampered with it but this is how the buyer may thought if they failed to read the description any further.

From their feedback, I think this is the case. Not many people would buy used vitamins, in my opinion.

I once bought a bottle of vitamins from the manufacturer online and it arrived with the seal broken, torn off, I returned for a refund knowing that an unsealed bottle may have been tampered with. Unlikely, but possible.

[donsdetour]

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@flarngusa wrote:

Well, it finally happened - somebody left me negative feedback after having a stellar record since first registering and selling in 2008.

I sold a supplement I could no longer use.  I made sure to state it was opened in the item condition, seller notes, description, and even provided a picture of the seal removed.  Apparently, the buyer skimmed over these details, and decided to purchase it on a whim, assuming it was new.

She composed a message in a fit of rage, blaming me for her mistake.  I tried to rectify the situation by offering a refund, so long as she returned the product.  She declined, stating her area was a COVID hot spot and couldn't make it to the Post Office.  I responded, telling her to keep (or discard) the supplement, but to still start the process.  I would approve, and she would get her payment back at once.  Not a word.

After the 7-day period, she left negative feedback, most of which she wrote isn't even remotely true.  I have no plans on responding to it.  I know to leave well enough alone at this point.  And as for having it removed - it doesn’t violate eBay's policy from what I can tell.

With that being said, I do wonder if I was even allowed to sell an opened supplement.  I honestly believed somebody could use it and likely wouldn't mind.  I may have been in the wrong here.  If that's the case, then I probably had this one coming.

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"I sold a supplement I could no longer use. I made sure to state it was opened in the item condition"

I am glad you did not  put poison in it.

I can not believe any one sold like this, much less any one that read the description purchasing it.

Negative Feedback should be the least of your worries.

[flarngusa]

""Condition:Open box
"An item in excellent, new condition with no wear. The item may be missing the original packaging or protective wrapping, or may be in the original packaging but not sealed. The item includes original accessories. The item may be a factory second. See the seller's listing for full details and description"

I don't think the open box condition description is referring to a "food" bottle with a protective seal broken and items gone. More like a cell phone, for example, that had the tape (seal) cut on the box..."

Why is it even an option under the vitamins category then?  Had it been strictly new only, I wouldn't have bothered listing it

I can kinda see where my confusion came in from the "but not sealed" part, especially since "sealed" has a different meaning when dealing with supplements.

[silverstatetreasureboxes]

Hun, I didn't mean to sound harsh at you but this could have easily turned ugly. It brought back a bad memory of my hospital days when a young woman was brought in ODing from Tylenol and OTC supplements because her boyfriend was messing around. I cared for her all night but she died the next shift...she was 24. I know you meant no harm to your buyer but you can understand why she went off on you? She doesn't know who you are or what your intentions are. I know the negative FB stings but not as much as a major lawsuit could have. Write a heartfelt apology to your buyer and please again, ask her to throw away the bottle. Best to you

[flarngusa]

"I am glad you did not put poison in it."

Wow.

Lesson learned.  I think I'll just leave this topic alone.

[bargainnation]

It is unfortunate that the buyer left negative feedback considering the options you offered to rectify the issue especially to keep (or discard it) the supplements but still receive her payment back. I don't know what else you could have done or offered to do to satisfy that buyer.  As someone who worked in Customer Service these kind of situations can and do happen but you have to stay positive and continue to do your best.

Maybe something or someone caused the buyer to be in a really bad mood and the buyer needed or wanted to vent their frustration on someone.

[wesk_36 · Accepted solution]

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@flarngusa wrote:

""Condition:Open box
"An item in excellent, new condition with no wear. The item may be missing the original packaging or protective wrapping, or may be in the original packaging but not sealed. The item includes original accessories. The item may be a factory second. See the seller's listing for full details and description"

I don't think the open box condition description is referring to a "food" bottle with a protective seal broken and items gone. More like a cell phone, for example, that had the tape (seal) cut on the box..."

Why is it even an option under the vitamins category then?  Had it been strictly new only, I wouldn't have bothered listing it

I can kinda see where my confusion came in from the "but not sealed" part, especially since "sealed" has a different meaning when dealing with supplements.

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Probably refers to an actual packaging box or shrink-wrap that some vitamins bottles come in.

I would agree that ebay can and does have ambiguous descriptions or policies at times.

I also think that you have "seen the light" and have reconsidered it differently after responses given.

There used to be an actual policy on ebay that said this;

"Over–the-counter (OTC) medications and vitamins can be listed as long as:

  -The packaging is intact and the item hasn't been tampered with

I can't find that link anymore.

[luckythewinner]

Received my first negative feedback after 12 years

Congratulations on a successful 12 year run. I suspect the majority of sellers here would happily switch places with you. 

[tinstun_0]

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@flarngusa wrote:

I did try to offer a refund to the buyer twice, but never heard back from them.

In hindsight, it did seem like a terrible idea.  The fact that eBay even has "open box" as an option is mind-boggling under the vitamins & dietary supplements category.  Something like this led me to believe it was perfectly fine to sell it unsealed.

Thanks for the information about children and possible contamination.  Didn't cross my mind at the time.

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"Open Box" is not the same as "open bottle."

Basically open bottle in this scenario would be closer to condition "used."