So...when does feedback meet the standard for reversal?

[dehill]

I try to keep my customers happy and I try to be accurate in my listings.  This listing that sparked my negative feedback included, in the description, that there were flaws in the items I was selling, but that they still would function as required. They were new, but they had had some bubbles and wrinkles in the finish. 

I was left negative feedback as follows:

"Listed as New, they most certainly were not in New Condition, regardless of how they were obtained. Flash tape had dozens of blisters. Worst fail I have experienced on EBay regarding description. Buyer beware! No response to mssg about quality. Recommendation: NEVER trust this seller!!!!" 

Hey, I can understand the buyer's complaint--in retrospect, I could have been MUCH more descriptive of the flaws in the merchandise. BUT: I have been a seller on Ebay for decades, my feedback is indicative of the effort I take to do a good job. My complaint with Ebay--when I protested this feedback--is that that the suggestion to "NEVER trust this seller!!!!" is extremely prejudicial and not at all representative of the experience that the buyer can expect from this seller. 

I have no complaint or argument with the buyer's other comments: he was upset and my response was delayed--I was on vacation. Upon my return and upon seeing his feedback, I immediately issued a full refund--had he requested a refund, I would have seen his message and made the refund immediately. My complaint is that that final phrase in his comment: "NEVER trust this seller!!!!" seems inappropriate, but it was fine with Ebay, which offered no resolution. 

Now that is off my chest. And, really, I never expected a positive response from Ebay. Like I say, I have been doing this for decades. Ebay never fails to disappoint! 

[mam98031]

@dehill 

Have you asked the buyer if they would be willing to revise their feedback.  Since you refunded them, you really should ask now if they would.  If they say they will be willing to do this, then send them a Feedback Revision form.  Let the buyer know that Ebay will send them an message.  Inside it there is a link to make the buyer's job of revising their feedback really easy.  Don't forget to tell them about the Ebay email.

https://www.ebay.com/help/selling/leaving-feedback-buyers/replying-feedback-received-item-sold?id=41...

You did what you could to make a bad situation better.  That is the sign of a GOOD seller.  If the buyer won't revise the feedback, while having it on your account may sting a little every time you see it.  Others will likely pay not attention to it.

[fbusoni]

@dehill 

I assume that a new item does not have "bubbles and wrinkles in the finish."

If you decide to re-list, I would change the listing from "new" to "used" and explain the issues with the item.

As for the feedback, the buyer seems to have overreacted (seeing as this is a fish lure, that makes buyer seems even more ridiculous -- are the fish going to be able to tell the difference?), but you can respond and if I were you, I would admit your mistake, that while new, these items have cosmetic imperfections and in retrospect you should have not listed them as "new" or something along those lines.   

Buyers reviewing your feedback will not hold that against you.   regards

[mam98031]

The seller did have it stated in their listing description.  The OP has already stated their intention to change the listing in the future to make it more clear.  But in the defense of the seller, the original listings showed the defects in the pics and it was stated in the description. 

IMHO the seller did not make a mistake, the buyer either did not review the listing adequately or did this intentionally to get free items.

I do agree that if the OP feels inclined to do so, they should leave a factual, professional response.  But they should try and see if the buyer would revise the feedback first since the seller fully refunded the buyer.

[12345jamesstamps]

Is this for fishing?...And would fish care what it looks like?

You gave a refund...and only get 10 days for the buyer to do a revision...short period of time in my opinion.

I think the 10 day allocated revision and you on vacation time ran out.

We were able to get feedbacks sometimes taken off...but with artificial intelligence now...we can kiss that good bye.

You have enough of positive feedbacks hiding this...and no will see it without a deep search on a cellphone.

Yea, I had one and looked at it for a year...my buyer wanted to change negative to positive by eBay did nothing because of only a 10 day period to make a change after getting the feedback.

Just another buyer to add to the BBL.

Would I add something in response to negative...somewhat funny?...'gave a refund to the fish' or something funny....just my thoughts.

[kensgiftshop]

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@mam98031 wrote:

 But in the defense of the seller, the original listings showed the defects in the pics and it was stated in the description. 

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Yes, but they had 6 sets of 3, so don't know what the condition of the set the buyer received was in.

[inhawaii]

No violation in the feedback.

Try your best to get the buyer to remove/revise it.

If that doesn't work, calmly reply to the feedback and explain yourself. 

[dehill]

I have reviewed the comments here and appreciate the input that has been offered. I have posted the following response to the negative feedback I received: 

I am sorry that the buyer was disappointed with his purchase. My description could have been clearer, I never intended to misrepresent OR disappoint this or any customer. Had the buyer requested a refund, I would have responded immediately. Instead, buyer chose to leave me a harsh and (in my opinion) unfair feedback. Regardless, I sent him a full refund, including shipping. I believe in treating others the way I would like to be treated. 

[mam98031]

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@12345jamesstamps wrote:

Is this for fishing?...And would fish care what it looks like?

You gave a refund...and only get 10 days for the buyer to do a revision...short period of time in my opinion.

I think the 10 day allocated revision and you on vacation time ran out.

We were able to get feedbacks sometimes taken off...but with artificial intelligence now...we can kiss that good bye.

You have enough of positive feedbacks hiding this...and no will see it without a deep search on a cellphone.

Yea, I had one and looked at it for a year...my buyer wanted to change negative to positive by eBay did nothing because of only a 10 day period to make a change after getting the feedback.

Just another buyer to add to the BBL.

Would I add something in response to negative...somewhat funny?...'gave a refund to the fish' or something funny....just my thoughts.

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"...only get 10 days for the buyer to do a revision..."  Are you talking about a feedback revision form?  If so those are automatically sent out if a refund is issued.  A seller has full control over when and if one is ever sent to the buyer.  And a seller should NEVER send one to a buyer without an agreement with them that they will revise the feedback.  The seller also needs to tell them that they will get an email from Ebay with a link inside to make their revision very easy to do.

The AI is not doing the Feedback Removal in the Seller Help section anymore.  They changed it because of all the yelling we did a few months back.  

[mam98031]

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@kensgiftshop wrote:

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@mam98031 wrote:

 But in the defense of the seller, the original listings showed the defects in the pics and it was stated in the description. 

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Yes, but they had 6 sets of 3, so don't know what the condition of the set the buyer received was in.

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Not sure I follow that.  The seller stated the condition of the items in their post here.  I'm not sure why we need to question that.  Guess we just see this a bit differently.  No problem.

[mam98031]

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@dehill wrote:

I have reviewed the comments here and appreciate the input that has been offered. I have posted the following response to the negative feedback I received: 

I am sorry that the buyer was disappointed with his purchase. My description could have been clearer, I never intended to misrepresent OR disappoint this or any customer. Had the buyer requested a refund, I would have responded immediately. Instead, buyer chose to leave me a harsh and (in my opinion) unfair feedback. Regardless, I sent him a full refund, including shipping. I believe in treating others the way I would like to be treated. 

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That looks find.  I would have waited to do that until AFTER I asked them if they would revise their feedback, but you have the right to process this as you feel is best for you.  I just wouldn't want to somehow cause the buyer any concerns over revising it.  That would be more important to me than leaving a comment.  But if they said they wouldn't revise their feedback, then of course I'd leave a comment too.