Undeserved negative feedback

[jen-el]

I sold a ring and I strive to make my listings totally accurate, so I don't do refunds. This is clearly shown on all my listings. The buyer sent pics of the ring being slightly tight on her finger. It was the size I stated, if not just slightly larger, so tightness should not have been a problem if she'd known her size.

She requested a return, I politely refused. She left me negative. There goes my perfect score I've had for years, for something that was not even my fault. I left her a positive, but expressed that I could not recommend her as a buyer.

Ebay removed MY comment, and left her underserved negative.

So yeah, reputation shot. Thanks nasty buyer and ebay. First thing a buyer will see is that nasty negative now. Pretty sure I'm tired of giving ebay all the money for fees if they don't care about me as a seller.

[pingpong517]

wow... you missed the most obvious thing... you didn't understand the ebay policies...

first , simply a yes to refund..they have to return it and you refund..so simple and without a fight , without a negative feedback...and YOU can sell the ring again.. as far as proving size..no one can by looking at her hand and what you say it was, so that's just how it is...and if you knew the ebay refund/return policy --you would have know you would lose.\\

and second: sellers CAN NOT leave negative feedback at all!  so no positive /negative comments ...THE BUYER knew the policy, and so you learned something....

as far as your feedbacks being stained...oh well...move on ..it will be gone on a year, but just a hint..think about "your refund policy" otherwise you may get another you won't be able to remove.

[bigdeals.etc]

Yup, that sounds about right. Ultimately buyers can return the item any time they want if they go thru the correct channels. They are free to leave negative feedback as well as long as it doesn't violate feedback policy. Unfortunately your feedback to the buyer does violate policy... you can't leave a positive feedback for a buyer and say anything remotely negative.

[consolejb]

You should have just accepted the return. From the looks of the listing you would just be out $3.50 in shipping. Sucks but it happens to all of us, eBay will never force a buyer to be responsible for their purchases. Be glad she didn't bend it in half and say it came like that to force a INAD return.

I have had ~$300 in losses just due to buyers falsely claiming returns.

Best thing you can do right now is apoligize and offer a return, and later ask her to revise her feedback. Neg isn't worth $3.50.

[jen-el]

Sorry, I don't even get some of what you are saying. Why is it even possible list an item with the option 'seller does not offer returns' if it's ebay policy for us to offer returns?

I did not still have the funds to refund her. I don't sell as a business.

And what does this mean? "no one can by looking at her hand and what you say it was, so that's just how it is'. I listed it as a 5.5, shown as such or a tiny bit larger on my mandrel, and she said she wore a 5.5. I'm not sure what you are saying here.

As far as my refund policy, again, ebay gives that option. I'm completely honest about my descriptions with lots of pictures, and if I make a mistake, I would refund. In all these years I've never had a problem with anyone being disappointed. My feedback has been stellar.

[jen-el]

I didn't know that or I wouldn't have done it. So sad that a seller can't warn other sellers about nasty buyers.

[jen-el]

I actually would have been happy to, if I still had the funds to do so. I had already spent the money. So actually, I'd have been out the entire amount. I noticed that the buyer also sells, and could easily have resold without trying to destroy my reputation.

Yes, I've learned my lesson. I think I'm done with ebay selling.

[m60driver]

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@jen-el wrote:
Sorry, I don't even get some of what you are saying. Why is it even possible list an item with the option 'seller does not offer returns' if it's ebay policy for us to offer returns?

I did not still have the funds to refund her. I don't sell as a business.

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You are selling on Ebay and that means you are very much in the business world.   So you had better have a cash reserve to cover unanticipated business expenses such as returns.  As to why Ebay can give a seller the option to "not offer returns" and then renege on that option, well I am no lawyer so I can't answer that contradiction.

[fab_finds4u]

Maybe her finger was sized on an import mandrel that isn't as accurate as yours.  

About refund policies-No matter what your policy is buyers can request a refund.   When your policy is no refunds eBay gives you options to refuse a buyers remorse or 'doesn't fit' request.   However, if they chose "not as described"  as the reason for the return you have no choice but to offer to refund and supply a return label.  Because that's what eBay would decide if eBay steps in.  And you would get a defect for eBay having to decide.  That's why when you get a request to refund you should just do it and relist the item.  That way you avoid a defect and an unhappy customer.   Try to make the buyer happy now and maybe she'll agree to revise the feedback.  

[consolejb]

Online selling isn't for the weak.

It will break you one way or another. Lol.

[jen-el]

She apparently did not say it was not as described then, because i was able to deny the refund. Is it even possible for her to remove the negative? Or is it all pointless now?

[bubbleman2010]

Negs really mean nothing as long as you keep the money you're the winner that how the games played....

[sin-n-dex]

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@jen-el wrote:

I sold a ring and I strive to make my listings totally accurate, so I don't do refunds. This is clearly shown on all my listings. The buyer sent pics of the ring being slightly tight on her finger. It was the size I stated, if not just slightly larger, so tightness should not have been a problem if she'd known her size.

She requested a return, I politely refused. She left me negative. There goes my perfect score I've had for years, for something that was not even my fault. I left her a positive, but expressed that I could not recommend her as a buyer.

Ebay removed MY comment, and left her underserved negative.

So yeah, reputation shot. Thanks nasty buyer and ebay. First thing a buyer will see is that nasty negative now. Pretty sure I'm tired of giving ebay all the money for fees if they don't care about me as a seller.

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It was a remorse return, you refused the return, which you're allowed to do. Be glad she didn't file a SNAD and make you take it back anyway (maybe not even in the condition it was sold in).

The buyer in turn is allowed to describe her experience buying from you as "disappointing". She's expressing her feeling about the transaction, which is within the feedback rules. You cannot say anything negative in a positive feedback, nor can you leave any negative comment for a buyer. It was removed because she called eBay and asked for it to be removed.

Your reply to the buyer is unprofessional. Someone isn't going to not buy from you because one buyer out of 1400 ratings was disappointed. Everyone gets an unhappy customer once in a while, you can't please everyone, don't even try to please everyone. But your reply (which amounts to insults) is going to make a buyer hesitate to do business with you because of your attitude (if they were reading the feedback).

Are you here for feedbacks and a perfect reputation, or would you rather focus your time on having a successful store, providing good customer service, and finding ways to increase your sales?

Cheers, C.

[sin-n-dex · Accepted solution]

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@jen-el wrote:
I actually would have been happy to, if I still had the funds to do so. I had already spent the money. So actually, I'd have been out the entire amount. I noticed that the buyer also sells, and could easily have resold without trying to destroy my reputation.

Yes, I've learned my lesson. I think I'm done with ebay selling.

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You're taking this all too hard. The issue with returns and refunds is why most of us keep a reserve in our account in case we have to refund a return. (It's too late to tell you that now, and I get that maybe you badly needed the money for something else).

You've had 1400+ positive experiences. Are you going to let one disappointed buyer ruin your selling career? Obviously the other 1400 buyers were very happy with their experience.

Cheers, C.

[jen-el]

Thank you for your genuinely helpful response. Yes, I'm afraid I was emotional in my reply. I have had such wonderful expreriences up to this point selling and buying here for years, and this situation took me completely by surprise. I have had some seriously disappointing situations happen to me as a buyer, but it takes something really bad for me to leave negative feedback, so I felt really hurt by this.

I don't have a store. To me, ebay is simply a small thing I do on the side. And if anyone looks at my feedback before the negative, or feedback I've left for others, they can see that I am very amicable. Is there a way I can I remove my response to the buyer's feedback?