Seeking critique...

[inhawaii]

Seeking critique (good or bad) on the reply to the negative feedback I recently received.

Funny how when I give advice to others on responding to negative feedback, I'm much more calm and non-emotional than when it happens to me. LOL

[kensgiftshop]

With it being a newer buyer and you having no returns, they probably figured it wouldn't do any good to contact your first.

[jameshen1]

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@mudshark61369 wrote:

@inhawaii,

Eh bradda, why you let dat make you go loko? No get nuts!  Shoulda jus chill out den reply. But no worries, is all good, but coulda lef out "Why on Earth would you jump to leaving me negative feedback without even contacting me first that there was a problem?" Da rest all you need say brah. Good you neva call em one freekin' haoule. 

I thought the op was in Hawaii, not Jamaica. 🙂

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[zakstreasuretrove]

I don't know the time limit to respond to a feedback so maybe this isn't even a possibility.  The only thing I could think that would be better is to contact the buyer prior to responding and offering solutions that would have been offered prior the buyer leaving negative feedback.

If this was successful then a revision request might be successful as well.  If the buyer didn't know they could do this process it might work. 

However, if the buyer is one of "those" people, nothing would make a difference anyway.

BTW - Your replies to threads are very much appreciated.  I contribute every now and then, but i see you consistently providing good advice.  I try to heed your advice where applicable.  If you have time I would appreciate a critique on the reply I have for my only negative feedback.  I think it spells things out clearly and concisely for future buyers, but your opinion would be welcomed.

[iamalwaysright]

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@pickapaper wrote:

I find it really amazing how many people appear to not know about the money back guarantee when they buy something. 

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That's why I wrote a post a few weeks ago wondering if ebay would benefit more by advertising their MBG in their commercials and ads and drawing in more buyers.

[pastimpressions]

@inhawaii 

You are such a seasoned seller you know the answer before you ask.

The reply wasn't bad, but you know it could have been better.

Sometimes it's cathartic to vent and "pass it around the table" for discussion.

What I want to know...............what inquiring minds REALLY want to know?

How about that Flowbee? 

Is there a great demand for genuine replacement parts?

That part of it I find fascinating. I remember those commercials.

I have never looked at a Vacuum Cleaner the same way since.

Best of Luck with Shop & Sales 👍 

[tinsoldierunderground]

@inhawaii 

I don't see anything wrong with your response.  As  a buyer, the first thing I would do is contact the seller if there was a problem.   Jumping right to the red donut is **bleep**poor etiquette. 

[gloryglorygifts]

I've seen worse responses. Maybe you should have slept on it before leaving it?  It's an emotional response, not a professional one. Anyway, I hate when they don't contact you first, especially since this was probably the post office that broke it.

[inhawaii]

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@12345jamesstamps wrote:

Any results on a revision feedback from the buyer?

Might have send maybe another one out for free.

Buyers do not always want a refund...and leaving feedback reply should not have been done so quickly.

You should respond to buyer in an email about the situation...not as a feedback reply.

Best to sell a lot of items to get your rating up...find some cheapo things in Hawaii to sell to get more feedbacks...sell like key chains, post cards, Hawaiian lapel pins or anything cheap.

I get more feedbacks from cheapo items I sell.

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I have serious doubt that I shipped a broken one but i'll give the benefit of the doubt to the buyer.

I decided to just refund her and be done with it rather than deal with sending her another one.

[farmalljr]

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@kandf_vintage_finds wrote:

I never reply on a negative.

Do buyers really read these?

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I do. And I am sure others do too. It's easy for a buyer to tell what kind of seller you might be dealing with. A seller with an attitude? Red flag to just pass on them. 

It's not just unreasonable buyers who are a problem. A lack of a reply in my eyes, is almost as bad as a bad reply from a seller. Buyers have an expectation of some kind of customer service. No reply would indicate to me that the seller probably does not care about bad experiences. 

I'm sure there are a share of buyers like me that only read the neutral and negative feedback. How a seller handles them IS an indication of the level of CS they might need to provide, if something goes wrong. 

Not faulting the OP for their reply, though it does seem a little snarky. That's not a red flag IMO, but several replies like it would be. "Be nice to people" seems to be something many people have forgotten. There are times to not be nice, but this feedback does not seem to be a proper place for it. Try to put yourself in their shoes. They had a bad experince, and it leads directly back to the seller. As we all know the seller holds all the blame, even if someone else shares in it. No one has to buy from eBay or any seller here. 

[kensgiftshop]

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@nyr134 wrote:

The buyer is inexperienced on eBay (based on the three feedbacks recorded) and sees that "seller does not accept returns."  So the buyer figures the only recourse to receiving a broken item is issuing negative feedback.  They just didn't know any better.

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I worked with a guy that found out that I sold on Ebay and he was telling me about his first order that didn't show up.

After it was supposed to be delivered, he never heard anything and he tried contacting the seller and they would never respond.

He said all he could do was leave negative feedback, but couldn't get his money back.

I asked him if he used the MBG and he didn't even know Ebay had one.

I told him how to open an INR, but don't know what happened after that.

[carlmarxx]

 We all had Newbie buyer's like yours  that jumped to  giving Negative  feedback with out contacting first to fix the issue . I had a Newbie  buyer that had been on ebay for 6 days   that bought  a model car kit that  all parts where factory bagged up sealed  in the box  ,  one of the tires  left a tiny  mark in side the wheel well . this was 20  years ago  when you could reach out to members  by  phone  and also buyer ID's where not hidden yet by  ebay . I called the buyer up  and ask why he  didn't message me  like  did  before buying . the said  he was too upset  claim he didn't know how to send a message.  I said Negative wasn't needed  just send it back   and after I got  I would refund in full .  I used  square trade  for feedback  removal  . well buyer agreed  but wanted to keep the kit and ask for  part of a refund  of the payment . I agreed  .   cost me around  $40.  

[inhawaii]

UPDATE:

Happy ending.

I received a apology and a feedback revision from the buyer.

To show my gratitude (and because i'm such a nice guy) even though I refunded her, i'm sending her another part free of charge.  They only cost me about a buck.

Thanks for everyone's advice/opinions on this matter.

I appreciate it.