Yes, another feedback discussion

[buyselljack2016]

Sorry, long post.

Recently I received a big red donut. This is not my first.

In 2016 I got one out of the blue for slow shipping.  I messaged the buyer, and he told me he was not happy because it took to long to get to Hawaii.  We messaged a bit. I assured him that as shown in the tracking that I had shipped the item promptly by USPS 1st Class mail, and that it hung up a bit in California on the way.

He told me that because it had taken so long he thought I cheaped out in some way(free shipping was included) and selected some bargain rate service causing it to not arrive quickly. (East coast continental U.S. to Hawaii)

I asked if he would consider revising the feedback. As he was pleased with the item that was sent, he agreed. Form sent. Feedback revised. Back to 100%

Fast forward to 2018.   I get a message (no case, no return request, no request for refund) from a buyer that the item received was "not as described".

Seems that in my rush to select the very best widgets from my stock(have multiples of these items) I inadvertently packed, and shipped two lefts, instead of a left, and a right. They wanted to know how to return the extra "left widget", and get the correct "right widget" that they had ordered.

I messaged them immediately apologize for "my" error.  I told them that I would ship the correct "right" widget out the next day, and there would be no need to return my error.  Keep it, discard it, do whatever with it.

I printed a label for it. Packed, and shipped the next morning. They were provided with the tracking #.

Wandered by my feedback, and found that the buyer had left me a big red donut before even contacting me. Apparently he thinks that is the way to resolve an issue.  I am a "power seller", so it seemed odd that the feedback could have been left the day the item arrived.  Thing is, the 7 day wait to leave feedback starts when the purchase is made. I had upgraded, and shipped Priority mail the day it was paid for, but it was caught up in a Texas black hole, and it took 9 days to get delivered. (average eBay item arrival time 2 days my...)

For most people this is not an item that would require professional help or specialized tools. So simple "a cave man(or woman) could do it". Anyone that can turn a screwdriver would be able to install it.

The replacement arrived on the 10th. I have heard nothing from the buyer. Did not really expect to. This is a new buyer with 2 feedbacks. The feedbacks that I left after I shipped the 1st package.   Buyer has only left 1 feedback. The "neg" for the incorrect right widget.  No feedback left for the correct left widget. I expect that this is the type of buyer that only responds to problems.

Anyway, after waiting what I felt was a reasonable amount of time (10th to 14th) here is what I have done.  I have the message shown below.

Do you think it was too long???? Unreasonable request????  Do you think I will get a + response, or another neg for the other item???? 

I know eBay does not count the neg in its seller metrics,  but the less than 100% rating may be less then helpful for selling. (and it makes me feel bad) If the buyer does not respond in a good way I will respond to the negative accepting my error, and action taken to correct.

The message sent to the buyer:

     Again, sorry that your original order was incorrect. I see by the tracking that the correct replacement item has arrived. If you are satisfied with the action that was taken to resolve the problem I would like you to consider revising the negative feedback that was left for this purchase.

    This was of course my error, and I do not deny that. I was disappointed to see the negative feedback. That type of feedback is usually reserved for sellers that refuse to admit to,or correct a problem. It is not necessary to immediately leave negative feedback to get resolution. I actually responded to your message, packed the replacement, and printed a shipping label before I saw the feedback.

      This feedback hurts me as a seller. My first negative in nearly 17 years of selling. Leaving this feedback before allowing me to correct the problem is like buying something from a store, opening it when getting home only to find that it had a problem, going back to the store, smashing out all the storefront windows, and then going inside to ask what they are going to do to correct the problem.

    If you would consider revising this feedback please let me know so that I can send a "feedback revision" request form.

[18704d]

"Seems that in my rush to select the very best widgets from my stock(have multiples of these items) I inadvertently packed, and shipped two lefts, instead of a left, and a right. They wanted to know how to return the extra "left widget", and get the correct "right widget" that they had ordered.

 ...

Wandered by my feedback, and found that the buyer had left me a big red donut before even contacting me."

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Just curious, did your listing state No Returns?

If so,

sometimes... buyers actually believe they have no rights or recourse

and may go straight to the Neg.

Thanks,

Lynn

[castlemagicmemories]

Sorry this happened to you.  I understand you are upset.

Personally, with all due respect, while everything was true, I found the message to the buyer to be kind of verbose, which is odd because I am verbose.  

I know we are all human and make mistakes, and you have admitted and taken responsibility for yours and that is all you can do, but you cannot make the buyer magically happy because he finally got his correct widget.  While you made very valid points in your message to your buyer, it does boil down to the buyer's opinion.  Making it right does not mean that the buyer had a good experience, it just means the problem was corrected.  Buyer expected the transaction to go right from the start, and not take an unwanted detour, even if the situation was corrected.  Yes, some buyers would let it go, some buyers won't let it go.  You got one of the latter.  So sorry.  

You have an excellent record and one neg should not hurt you unduly.  Please don't let it distress you any further.  Maybe the buyer will revise, maybe they won't.  Hopefully they will, but whatever happens, just don't let it eat at you.

[1786davycrockett]

Perhaps your paragraph #3 is a bit of overkill, particularly the comparison with breaking store windows.

Otherwise, I would probably have reacted in a similar fashion, pointing out that the buyer had chosen to leave a negative, before contacting you (the seller) for resolution.  And, as you pointed out to the newbie buyer, negatives should largely be awarded for SEVERELY gross seller behavior, and not a simple seller error (which you quickly attempted to correct).

As it is, you received a negative, and (unless the buyer has a change of heart), that negative counts as much as if you had chosen to do nothing at all.  Perhaps eBay Customer Service can intervene, if the buyer chooses not to grow a heart, as you certainly attempted a timely correction, even after the buyer neged you.

If the buyer refuses, or does not respond, add to your BBL list.  

[18704d]

" Leaving this feedback before allowing me to correct the problem is like buying something from a store, opening it when getting home only to find that it had a problem, going back to the store, smashing out all the storefront windows, "

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I know you're emotional,

but I fear your message started on a good note,

yet ended with an unproductive confrontational comparison.

Hope I'm wrong,

Lynn

[castlemagicmemories]

A good idea, but CS will probably say it is the buyer's opinion and let it stand as correction does not negate the buyer's opinion.

[rolenboy01]

If someone leaves me a negative before contacting me then I won't be helping them out or working with them I'll consider that the end of the conversation.

[smenkveld]

DO NOT send that email to the buyer just drop it and move on.

[couldabeenworse]

Do you think it was too long????

Yeah, and a  bit too schoolmarmy for my liking as well.  I've had the best success trying to be concise, and especially editing out anything that makes the buyer feel like I'm judging him for his reaction to my mistake.  Your version would probably be in my first draft, but then I'd have boiled it down to: "Sorry again for my error; looks like the correct item has arrived.  Would you consider revising your feedback?"

Good luck...

[castlemagicmemories]

Perfect.  Concise and succinct.  I think that will give the best chance of success.  The buyer may not be receptive if they are made to feel guilty.

Also, consider that this is a new buyer with a feedback score of two.  He surely did not expect to have issues on his third transaction of Ebay.  Just two transactions and he runs into an issue is not particularly encouraging, despite the fact that OP corrected promptly and did not require a return.  

Just some thoughts.  

[rdj831]

We all receive undue feedback at one time or another. You cant control other people.

Drop the issue and move along. Focus on selling more widgets.

[jason_incognito]

I think that message would inspire me to convert a neutral to a negative.

[city*satins]

Personally, unless this was a super pricey item, I would have sent 2 rights instead of one, since you weren't going to get the extra left one back. That way the buyer would have 2 sets and not have to figure out what to do with the white elephant - the extra left one.  If you started out with the same number of lefts and rights, you were going to end up with an extra right some time in the future.

I think your message is kind of  pitiful sounding. f you are wanting to request that he revise his feedback, I'd suggest something like this:

Dear Buyer

Just a quick note to confirm that you received the correct replacement for the widget that I originally I sent you 2 lefts of instead of a left and a right.   As I mentioned, just dispose of the extra left; you don't need to return it to me.

Hoping that everything is okay now.  If not, please let me know, and I'll follow up with you.

If everything is all right, would it be okay if I submit a Feedback Revision request to you so that you can revise the feedback that you left for me from negative to positive?  

Thank you in advance

Your seller.

[chrysylys]

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@buyselljack2016wrote:

    If you would consider revising this feedback please let me know so that I can send a "feedback revision" request form.

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I really wish they'd eliminate that option.  I don't want to get into repetitive posting, but this is the third different thread today mentioning it and I have to say again, when I see 'Revised', I see possible manipulation and it will do more to turn me away from a seller than Negs or Neutrals.

[castlemagicmemories]

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@jason_incognitowrote:

I think that message would inspire me to convert a neutral to a negative.

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