Seller replies to feedback

[bygonetime-82]

As everyone should, I always look at a sellers feedback before placing a bid on something or purchasing. One thing that stands out to me is this: sellers that respond nastily to buyer's negative feedback. Do these people not know how inappropriate and unprofessional that is? That it makes them look worse and risks people not buying from them? I absolutely refuse to buy things from people that do this. I have sold online for 20+ years (I don't sell on this platform anymore) and no matter how bad a person's feedback is, I always respond in a professional matter. Even if I have to point out a problem that may be on their end. Here's an example:

I had someone leave me bad feedback because they ordered the wrong thing. I sent them exactly what they ordered. My response was something along the lines of "I'm so sorry you're not happy with your purchase. I did notice you ordered "x", which is what was sent out. I have sent you a screenshot of the order to confirm this. Please let me know if you have any questions and I will be more than happy to help".

How hard is it to be professional? It's in a sellers best interest. I see this happen with new and experienced sellers.  Just throwing this out there because I think it is important for sellers to consider how they respond to their buyers. And no, this did not happen to me. I was just looking at a sellers feedback and noticed how nasty they were. I see it ALL the time. 

[zamo-zuan]

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@bygonetime-82 wrote:

As everyone should, I always look at a sellers feedback before placing a bid on something or purchasing. One thing that stands out to me is this: sellers that respond nastily to buyer's negative feedback. Do these people not know how inappropriate and unprofessional that is? That it makes them look worse and risks people not buying from them? I absolutely refuse to buy things from people that do this. I have sold online for 20+ years (I don't sell on this platform anymore) and no matter how bad a person's feedback is, I always respond in a professional matter. Even if I have to point out a problem that may be on their end. Here's an example:

I had someone leave me bad feedback because they ordered the wrong thing. I sent them exactly what they ordered. My response was something along the lines of "I'm so sorry you're not happy with your purchase. I did notice you ordered "x", which is what was sent out. I have sent you a screenshot of the order to confirm this. Please let me know if you have any questions and I will be more than happy to help".

How hard is it to be professional? It's in a sellers best interest. I see this happen with new and experienced sellers.  Just throwing this out there because I think it is important for sellers to consider how they respond to their buyers. And no, this did not happen to me. I was just looking at a sellers feedback and noticed how nasty they were. I see it ALL the time. 

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Agreed. It's best to stick to the facts and be professional, and more importantly, show willingness to help if the customers are willing to work with you.

I get it, to a point. As most of the people responding to negatives have likely just got off the phone with eBay and having to deal with eBay telling them that they will face losses and eBay won't assist them.

But even in that case, it's best to cool down before replying to feedback.

At the same time, many treat selling on eBay like a personal ad and not as a professional seller. 

[12345jamesstamps]

One should always try to work out an issue with the buyer before leaving any negative feedback at all.

Why leave bad feedback at all if you receive a refund?

And has all your feedback you have given to sellers been positive?

[zamo-zuan]

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@12345jamesstamps wrote:

One should always try to work out an issue with the buyer before leaving any negative feedback at all.

Why leave bad feedback at all if you receive a refund?

And has all your feedback you have given to sellers been positive?

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EBay encourages communication between both the buyer and the seller to resolve issues. Typically recommending that before having to step in.

So it should be that both the seller work with the buyer AND the buyer work with the seller before leaving feedback.

In our experience, the buyers who tend to leave feedback without communication are the ones who are 'bad buyers'. Either refusing to communicate as eBay instructed, refusing to provide photos of the actual problem and showing irrelevant photos, or the type who will over-communicate and you log in to find 10+ extremely aggressive and threatening messages - refusing to send photos, refusing to provide evidence of a problem, often times even refusing to send the item back (when we provide a lable/free returns) and demanding a refund. 

In those cases, eBay has recommended us to try our best to communicate, but if the customer refuses, you're left out in the cold. If eBay forces them to return something, they return old items/used items/etc and not the purchased item, and seller still has to refund. So as mentioned, I could understand their perspective. They are likely still heated and upset after dealing with eBay refusing to assist, and then have a negative feedback on their record as a cherry on top.

But being able to understand their perspective doesn't make it right. EBay helps buyers with problematic sellers, it's just a shame that eBay doesn't do more to assist sellers in the cases of problematic buyers.

[mr_lincoln]

@zamo-zuan, @12345jamesstamps , @bygonetime-82 

As you have all touch on this, yes eBay encourages "Trading Partners" (I read that in the Help Pages one time, its their term for a Buyer and Seller on a transaction) to try and work things out before taking action, in this case leaving less then Positive Feedback.  AND if the issue gets resolved then Positive FB should be left ...

Mr. L

[house*of*paws · Accepted solution]

Hi @bygonetime-82 

I frequently remind sellers that the main purpose of leaving Replies to bad feedback is to reassure future buyers that you are safe to buy from.

An unhinged Reply only reinforces the negative.

A professional Reply will often elicit sympathy for the seller … especially if the neg was expressed in harsh language, All CAPS, and *bleeps*.  🤪

[12345jamesstamps]

Sellers have the option to block the buyers from future purchases.

But having a lot of negative feedback means maybe the seller is selling too much at one time and not giving that extra touch for shipping and such. Some sellers sell a lot and have no negative feedbacks.

Selling more than one can handle might also leave to a negative feedback or two.  

[lepke1979]

Wife has passed on people or places she was looking at on Yelp because of overly rude or snarky replies.

[coolections]

I am glad when the hot-headed sellers do that. It lets me know to immediately hit the back button.

[bygonetime-82]

I don't disagree with you. As an online seller for MANY years, I can say that a buyer should always try to communicate with a seller but let's face facts here, that doesn't always happen. You're missing my point. Beyond the fact that this should occur, regardless of if a buyer reached out to you, you should ALWAYS be professional. Period. That is my philosophy and I'm pretty sure the philosophy of any good seller. 

I cringe when I read some of the replies people leave to feedback. Here is a screenshot and a good example of one I came across earlier today and that lead me to make this post. I get it. People are not always easy to satisfy. Doesn't make it right and only makes you look bad.

 

[bygonetime-82]

1000% agree with you. 

[iamonourside]

@mr_lincoln , I like the term "trading partner", especially in the context of feedback, because it connotes mutual responsibility.  

Until recently, I had used "trade" in my listings for much the same reason, saying "Let's have a pleasant and easy trade", or "Let's leave complimentary feedback when our trade is done."

I've changed the language now. Ebay bots started using the word to signal a violation of eBay policy against taking goods in payment.

😏

[mr_lincoln]

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@iamonourside wrote:

@mr_lincoln , I like the term "trading partner", especially in the context of feedback, because it connotes mutual responsibility.  

Until recently, I had used "trade" in my listings for much the same reason, saying "Let's have a pleasant and easy trade", or "Let's leave complimentary feedback when our trade is done."

I've changed the language now. Ebay bots started using the word to signal a violation of eBay policy against taking goods in payment.

😏

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@iamonourside   I too like the term Trading Partner ... gives the impression "we are in this together" ... for myself I leave FB for Buyers while the label is printing then its done.  I don't make any statements about it on listings nor include any notes in packages about it.   I think the amount of FB Sellers receive back from Buyers depends on category and different Buyer types.  In all the years I have been Selling my Buyer FB has been consistently between 50% & 60% ...

I Buy occasionally too and it seems Sellers play the FB game, meaning they won't leave it for me until I leave it for them ... silly in my book but it is their choice.  The only Seller I get FB from at the time of purchase is the eBay branded supply folks ...