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.

[sin-n-dex]

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@jen-el wrote:
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?

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What I would do, is give them a call and explain you were upset with your buyer and regret the insults/name-calling, and could they please remove your reply. I don't know if they will, this hasn't happened to me before (where I've tried to get feedback I left removed), but this is how I would try to handle the situation.

Seriously, what your buyer said is not that bad, this was just their last action in getting closure on a sale that didn't end well for them. It's not the kind of thing that would make people avoid buying from you.

While some people do read all the feedback, there are a number of buyers who look at the negatives. (I actually look at that number at the top to see how many times a seller has persuaded a buyer to change their negative to a positive, that's even more telling).

Best of luck resolving this, C.

[jen-el]

You are a very kind person. I truly appreciate your comments.

Yes, I've had many happy buyers because I am honest in my descriptions, post a lot of pics, package well, and ship fast. I guess I was just afraid that negative would really be a problem for me. I sent the buyer a message saying my husband said I could refund them if they initiate a return. It will have to come out of our bank account, but lesson learned.

[chrysylys]

Money from sales isn't really yours for at elast 180 days.  Many thnat are denied refunds/returns here simply file a claim with PP and force it there.  If they lose that somehow, they may go to their credit card and file a claim.

[sin-n-dex]

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@jen-el wrote:
You are a very kind person. I truly appreciate your comments.

Yes, I've had many happy buyers because I am honest in my descriptions, post a lot of pics, package well, and ship fast. I guess I was just afraid that negative would really be a problem for me. I sent the buyer a message saying my husband said I could refund them if they initiate a return. It will have to come out of our bank account, but lesson learned.

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Trying to resolve the situation by accepting the return might be okay, and hopefully the buyer isn't too upset to take you up on your offer.

My advice, don't mention the feedback at all. Don't discuss it. Don't talk about it. Keep quiet about the feedback.

How you deal with this, goes like this... you negotiate the return and refund. Wait until the buyer has their money, let a few days pass. Then you submit a feedback revision request (you only get a few a year, but if you only get a neg once in a while that's not a concern). In your revision request, be honest. Explain your side of the story, and admit you were wrong in attacking the buyer in your feedback reply and regret not taking their being unhappy with their product more professionally.

Your buyer's feedback indicates they are a rational calm person who thinks about things before doing them. A buyer like that might revise the feedback. Don't send messages about it though, just submit the request. (People have posted to ask first, don't ask, most asking will be ignored).

Cheers, C.

[jen-el]

Thank you for all your suggestions. I will try them. As a buyer, the negatives are the first thing I look at. It doesn't always deter me -- I'm usually only deterred if it's stated by several buyers that someone is selling fakes.

Again, thank you. You've been most helpful and kind to me. Blessings!

[jen-el]

You really give great advice. Thank you so much.

[etacarina11]

don't see any negs on your account.....did buyer revise it?

[castlemagicmemories]

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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?

They have that policy because a buyer needs recourse when a seller does not provide an accurate description, or packs inadequately, and the buyer gets something that is not as described, either due to undisclosed damage or inaccurate condition, or broken due to poor packing.  

So the Ebay MBG Money Back Guarantee says get the item you ordered, or your money back.  And the seller pays return shipping.

Offering no returns just means you don't accept buyer's remorse returns; it doesn't mean seller has no responsibility if they don't describe an item accurately or pack adequately.  

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[jen-el]

Yes, I know all that. It's why I always describe things accurately. I called customer service yesterday and they agreed with me that I had the right to deny a refund because it was a case of buyer's remorse and that I had done my part properly. The negative was removed.

[jen-el]

I called customer service yesterday and they agreed with me that I had the right to deny a refund because it was a case of buyer's remorse and that I had done my part properly. The negative was removed by ebay.

[jen-el]

What I meant was that I don't have an ebay store. I know all about the business world -- I've been in it for 30 years with a successful business (outside of ebay) for 20. I called customer service yesterday and they agreed with me that I had the right to deny a refund because it was a case of buyer's remorse and that I had done my part properly. The negative was removed by ebay.

[percgrabbe-0]

You burned your bridge with the customer. Just wrong on all counts. You should have made them return the item for refund. Maybe they wouldnt have negged you. You might lose the money but still have the item and your dignity and positive feedback. If you had worked out partial refund or something with the user she could also have revised or removed the negative feedback. 

[castlemagicmemories]

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@jen-el wrote:

Yes, I know all that. It's why I always describe things accurately. I called customer service yesterday and they agreed with me that I had the right to deny a refund because it was a case of buyer's remorse and that I had done my part properly. The negative was removed.

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Congratulations!

[percgrabbe-0]

Right it all depends how the buyer files the return if its INAD (item not as described) they would have denied you --- if its "I dont like it" then they side with the seller. 

[jen-el]

It's been resolved. I called customer service yesterday and they agreed with me that I had the right to deny a refund because it was a case of buyer's remorse and that I had done my part properly. The negative was removed by ebay.