feedback

[sumatwo]

I had an interaction with a buyer that I admit would rather avoid and expect E-Bay to take care when the buyer has a history of name calling and accusatory practices under the guise of buying or bidding on a listing. I have come to realize that there are individuals who use this sort of buying venue for personal or other intentions that have nothing to do with buying an item that they need or like.  The customer service model after trying to utilize, has limitations due to language differences and not being able to comprehend cultural nuances. Global call centers cannot solve the problems that arise as the mindsets are often not in step with the perceptions of people of very diverse backgrounds. I now believe the root of the problem is language and that is not going to be solved anytime soon. I just went through a transaction from a buyer with a negative buying and selling history who is given a feedback venue to cause harm to sincere sellers without consequence.  That should not happen and also not be allowed to use name calling in a feedback response that has nothing to do with the listing. After someone calls me a name in a feedback forum and there is no vehicle to prevent I end up thinking that legal action outside E-Bay may be the only way to prevent. Maybe sellers should consult with outside legal and create a path to prevent slander in a public forum that should not be allowed as feedback. I believe neither buyer or  seller should be allowed to use any sort of name calling or negative assertions of character in feedback and that the feedback should be soley focused on the product, shipping, and all that that entails. I am going to write more about this as I think wrong information and unskillful feedback policies has done a great harm to people on both sides and needs to be revised. Today I learned how important language is and without mindful policies E-Bay cannot provide meaningful service.

[pburn]

Has the negative feedback been removed? I see one that refers to you as "rude" and "condescending," but that--while painful--is not exactly "name calling." I just don't see any grounds for removal of that feedback, unfortunately.

You posted a very calm, professional response to the buyer's comment, and that will carry a lot more weight with future buyers than the negative comment will. As a buyer, I would totally overlook that buyer's comment. It would certainly not keep me from buying from you!

Good luck! 

[ravenm._71]

In the buyers defense, that brooch isn't vintage, I saw identical in the dollar store a few months back

[fashunu4eeuh]

Sorry to hear of your troubles.

No one wants to read that someone else finds them wanting in some way. But it is impossible to please everyone. This buyer was not pleased, and voiced her dissatisfaction. Like the other poster said, this is very unlikely to hurt future sales because of your calm and professional response to her comment. You didn't stoop to name calling or become defensive. That's very important. Savvy buyers know there are folks who can't be pleased and one negative in a sea of green positives has little authority. But it pained you, and for that, I am sorry. The best advice for dealing with a negative feedback is to not take it personally. This is a business transaction and it is best to steel oneself against taking such opinions personally. 

As for litigation for defamation, this is a buyer's opinion of you, not fact. As the law stands, one cannot sue someone on their negative opinion. The most important aspect of a potentially defamatory statement is that it purports to be a statement of fact. In law, opinions are not defamatory. People have an absolute right therefore to express whatever opinions they like about other people. That's how it is in a country founded on free speech as a basic right. In addition to this, one has to prove damage to one's reputation which is very hard to do, if not impossible. 

So don't let this get you down. You are a successful long time seller. Save your resources for another fight and put this one behind you. Soon that red donut will be crowded out with many other successful transactions. 

[the*dog*ate*my*tablecloth]

If indeed you listed a new item as vintage I can see why the buyer would be upset. Then you make her return for your mistake to get her $7 back? I see why the buyer was upset.

[mam98031]

You should call Ebay to see if you can get the FB removed.  That is really your only hope at this point.  But first make sure you pull your information together so you have your thoughts together before you call.  Make notes if you need to.

Now what the buyer said does not rise to name calling.  But if you offered to take a return on the item and they said no.  How they worded that email to you could be very telling.  Did they say why they didn't want to return the item?  Were they demanding a refund without a return of the item?  I could ask all kinds of question, but tell us more about what transpired in your communication with this buyer.  That communication may be the key to getting the FB removed.

You note on your listing that this piece of jewelry was "certified vintage".  What exactly does that mean to you?

[7606dennis]

Not being privy to your communications with the buyer, it isn't possible for me to determine if you were "rude and condescending."  However, if that was the impression left with the buyer than they are within their rights to express that opinion in their feedback.  I don't see where that would be removable under eBay's feedback guidelines.

Frankly, if the item was listed in the wrong category I would advise you to be more careful regarding the accuracy of your listings.  As you can see, merely offering a refund upon return may not sooth the ruffled feathers of a buyer that thinks they have been duped by a misrepresentation in a listing.  

[reallynicestamps]

The buyer was unhappy with the brooch.

You told her to return for refund.

She instead left negative Feedback.

While feedback has no effect on your selling account with eBay, it will affect those future buyers who read it. A minority but....

If instead you had  sent a Return Shipping Label and refunded on receipt, there would probably have been no feedback.
If you had told the buyer to open a Dispute, and then sent the Label, the entire transaction would have been on eBay's radar.  You would not have a Defect (since the buyer did not Dispute, you don't in any case). If the buyer had not returned the brooch, she would lose the Dispute and could not leave FB. The cost of the label would eventually have been refunded.