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Requesting advice about negative FB and how to handle it.

I would like to get advice from other sellers as to how best to handle this.

 

Every time I have gotten a neutral or negative FB, the buyer has never contacted me first, just leaves the neutral or negative FB.  I have a 30-day free return policy, I pay return shipping, which makes this situation extra frustrating.

 

I had a buyer leave a negative yesterday regarding the condition of the item – I had carefully described it as a used knife that had been sharpened, with sharpening marks.

 

My listing included ten photos to show the condition. As usual I had not heard a peep from the buyer prior to him leaving the FB.

I always find seeing the negative show up with no warning to be a real “gut punch”.

 

I immediately sent the buyer a polite message (via the “request FB revision”) apologizing for the fact that he did not like the item and offering my standard free 30-day return if he wanted to open a return case.

 

As of now, I have wo more options:

 #1 – go to “Seller Help” and request a FB removal.

 #2 – write a polite response to the negative FB to show other buyers that I have not ignored this buyer, that I have a 100% return policy, that I offered this buyer a return, etc.

 

My question is, should I wait some amount of time for the buyer to respond about opening a return, or should I go on to option #1 or option #2 (or both) without waiting?

Message 1 of 13
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12 REPLIES 12

Requesting advice about negative FB and how to handle it.


@knifeaholic wrote:

My question is, should I wait some amount of time for the buyer to respond about opening a return, or should I go on to option #1 or option #2 (or both) without waiting?


 

I would give them a short amount of time to respond before doing option 2.  If the FB is nasty or slanderous, then 1.  (I didn't view it yet)

 

And I'm not sure, but I may have purchased knives from you before!  lol

 

Edit:


Yeah, that feedback isn't mean, just making a quality complaint.   If you have offered a resolution and they don't respond within some time, then replied that you did just that, stick to the facts.

 

And yeah, I have bought a few knives from you, I know you are a good seller!  😛

 

Gator08041971  •  Volunteer Community Mentor 2024
Member of eBay since 2000

Message 2 of 13
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Requesting advice about negative FB and how to handle it.

FB removal tool will not remove that negative you have. There is no policy violation with it. 

 

Personally, I'd write an apology feedback response and emphasize your free return policy that you will be happy to take it back and refund. Also if they have any questions to please send a message.

 

Shows you take responsibility, you advertise your return policy, and you are open for communication.

 

Your feedback response really isn't for THIS buyer it's for potential future buyers.

Message 3 of 13
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Requesting advice about negative FB and how to handle it.

Dot not send your polite message via request FB revision. That request has an expiration date of 10 days. Better to just send your message directly thru messages and wait for a buyer response, because that can take days maybe weeks if you get one. Once the buyer has been made "whole", then you can fire off the request FB revision and the 10 day clock will start then. Maximize your time and chances of the buyer accepting the request.

 

In my experience in your situation, doing #1 would be useless and a waste of an option IF you do it before waiting for the buyer to reply because it's likely your buyer's negative feedback won't violate policy. You want to gather as much ammo as you can before doing #1. Maybe during back/forth messages you catch the buyer trying to feedback extort you. You wouldn't have that as ammo had you did #1 before messaging the buyer. You can only do #1 one time for each feedback. Again, maximize your chances.

 

As for #2, you can do that as soon or late as you want. Early enough as to try and "discredit" the negative feedback and buyer, or wait until the dust settles so you can write a more cumulative reply. It's up to you.

Message 4 of 13
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Requesting advice about negative FB and how to handle it.

I would do #2 right away and then #1 whenever you are ready. If the FB removal is rejected, go to the "Facebook For Business" page and send a message. Even if they don't remove it, a polite response is enough to prove to future buyers that you are easy to work with. Your pictures are very clear so I don't think that feedback is fair, but that is just my un-important opinion. Hope it works out for you. 

Message 5 of 13
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Requesting advice about negative FB and how to handle it.

In viewing the listing, photos are clear and show condition - either the buyer can't see, or has unrealistic expectations.  As  buyer, I'd be reassured by a polite response if viewing your feedback.  This buyer is acting like an A$$. 

Message 6 of 13
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Requesting advice about negative FB and how to handle it.

You can try #1 but that feedback does not violate ebay policy.

I would go with #2.

Keep it short, simple, calm and factual.

Remember, future potential customers will be reading it.

Maybe something like...

"Sorry you are unhappy with your purchase. You may return it back for a full refund."

Can't We Try - Dan Hill & Vonda Shepard
Message 7 of 13
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Requesting advice about negative FB and how to handle it.

Offer a partial refund...which would be the cost of you paying for a return shipping? Just a thought.

We can't make all buyers happy...it's a fact here. We have to work with the buyer in any way possible.

You have 30 days to ask for a revision from the buyer. Ask the buyer how can I make this a happy experience?

I have done that so I know it works. And leaving a response to the negative feedback I would not do.

Sometimes leaving feedback after item received might help also. Don't be too quick to say "thank you" in feedback to the buyer.

Not sure what the word "solid" means in "used knife". 

We are now dealing with buyers purchasing on their cellphones and they do not see everything as such on a computer or even look to see.

 

Message 8 of 13
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Requesting advice about negative FB and how to handle it.

In Jan., I received a neg concerning the sale of a game the buyer claimed was defective and for which the buyer had not contacted me. Having been a reader of this board's advice for a few yrs., I waited until I had cooled down and then objectively replied on my feedback page.

 

I explained I had never, either encountered nor heard of a factory sealed game being defective, but that it was possible. Next, I mentioned the buyer had purchased 43 items in 5 1/2 wks. and scored 42 items as a red neg. I closed by stating my record spoke for itself.

 

e-Bay refused to remove the neg, and the buyer has awarded others in a like manner. In a Facebook chat, I was assured the Risk Team would investigate, but the buyer's account is still open, although the number of sales has been reduced to 35.

 

In closing, such is a dark side of eCommerce.

 

 

Message 9 of 13
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Requesting advice about negative FB and how to handle it.

First, eBay doesn't use FB to assess member accounts.

 

Then, most buyers look no further than your rating (100%) and are happy to order from a seller with a horrible 95% rating.

Usually a Response of any sort is a mistake.

Your Response to that neutral was fine, until the last sentence.

The other neutral shows the buyer to be clueless.

The neg was actually kind of funny.

If you were to Respond to either it should be something like "I regret you are unhappy with your purchase. Please return for refund." Which might also offset the unfortunate Response.

Calm, professional. Short.

 

Remember the only one reading the Response is one of the few sophisticated future buyers.

 

Message 10 of 13
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Requesting advice about negative FB and how to handle it.

"No good deed goes unpunished".  If your prices are too low or you accept low offers from buyers with zero or a few feedbacks you are asking for trouble.  

Message 11 of 13
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Requesting advice about negative FB and how to handle it.

I know it stings to get a negative FB, but the reality of it is that it does not break any Ebay FB rule and Ebay isn't likely to remove it.  Sorry.

 

Your only recourse it to contact the buyer and see if there is something you can do to encourage them to revise the feedback.


mam98031  •  Volunteer Community Member  •  Buyer/Seller since 1999

"I can explain it to you, but I can't understand it for you." Quote from Edward I Koch

Message 12 of 13
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Requesting advice about negative FB and how to handle it.

@kabilab To be honest, I'm not surprised ebay didn't remove your negative regardless if the buyer was telling the truth or not. Ebay's feedback policy shows that a negative comment like that isn't eligible for removal. I'm just speaking from my understanding of feedback removal and not how I feel about your situation.

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