neutral feedback

[cristian3_6]

A buyer has signed me neutral saying this

Garbage. Coins were garbage.

I see it as an insult because he saw the photos of the coins in the box and bought them.
Can I remove this bad feedback if I call eBay customer service?

[acrystalshop]

Your feedback reply should focus on informing future buyers that they can contact if any issue arises and you're willing to help etc.  Other sellers are not going to see your reply to his feedback unless they are digging deep and at that point canceling the sale will probably result in a neg feedback. 

 In the past I had luck contacting eBay through FB messenger for help but they recently changed and are just following their new feedback policy script. Even if you have the exact measurements in the listing multiple times with photos and the buyer states they expected something different they will not remove it since that is the buyers opinion.  IE - buying a item that is shown to be 3 inches but expecting it to be 4-5 inches.  It's unfortunate but that's the way eBay operates. 

[acrystalshop]

Same happened to us recently. Contacted eBay on FB and shown them the listing had the measurements in inches millimeters and grams shown in item detail and description with a  photo - Please see full description for size info.  They said it doesn't matter now with their new feedback policy.  The buyers are allowed to have their opinion. If you sell a shoe sized at 10 and buyer expected it to fit like a 13 they are allowed to leave neutral/negative feedback because its their opinion even if it unreasonable . 

[babyers88]

your only viable option you can hope for is to refund in FULL

then after refunding, apologize profusely for any misrepresentation or misinformation on your part (even if there was none), state that you have sent a full refund. Then ask if the buyer might consider a feedback revision if you sent one. 

they either will say yes or they will ignore you and go about their day like normal.

you of course would need to unblock them so they can message you back.

Ebay is not going to change the feedback given, it does not meet the guidelines for removal.

the customer is always right, even if they are wrong. that is the mindset needed (especially going forward).

any loss can be written off on taxes, personal feelings can be brushed aside at no cost.

may not be what you wanted to hear, but that is how it works, otherwise there is ZERO chance the feedback will be changed. refunding and apologizing at least gives you a 50/50 chance.

If it does not work, then later you can go reply to the neutral stating sorry you were not happy with the purchase, the purchase has been refunded.

All I can tell you otherwise is not every buyer is going to be happy with a purchase every time no matter how hard you try or no matter what you do, that is fact.

ALSO sellers are not coming to the community boards to find buyers to block.......if they are then more power to them...

[chapeau-noir]

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@cristian3_6 wrote:

I plan to post this answer so other sellers are careful
Sellers beware
The buyer left a neutral vote without first sending me a message to resolve the issue.
I don't understand this neutral feedback because there were many photos of the coins, and I saw them before buying.
I'll now block this buyer.

Please tell me if it's okay.
Thank you.

---

I would NOT leave that response. It's unprofessional. Furthermore, IDs are redacted so no one will have a clue as to what you're talking about. 

Also - the suggestion upthread to refund and apologize - it's not necessary to do that, refund or any of the rest of it. Don't grovel. The buyer closed the door with the neut. 

You can be flip as I've been known to be "Gee, I thought there was some really cool stuff in there!" Or be more serious "Buyers are always encouraged to please contact me with any problems - I pride myself on good customer service." Or just leave it be. 

ETA: Not taking it personally helps, too - it's just business and encountering it from the POV of business is better. 

[cristian3_6]

Thanks everyone for responding

I suspect that he bought me just to put neutral
because in each lot I sell I put the following message

hi
Thanks for your purchase
Please contact
I whit any concerns
before leaving feedback
otherwise positive feedback
is greatly appreciated

I look forward to your next purchase
From
Another Time Round

Have a great day

[chapeau-noir]

---

@cristian3_6 wrote:

Thanks everyone for responding

I suspect that he bought me just to put neutral
because in each lot I sell I put the following message

hi
Thanks for your purchase
Please contact
I whit any concerns
before leaving feedback
otherwise positive feedback
is greatly appreciated

I look forward to your next purchase
From
Another Time Round

Have a great day

---

That may be, but it would best if you respond in such a way (if you respond) that you look better than he does. His silly neutral will look funny if your response is a polite, professional reply that you stand behind what you sell and always encourage your buyers to contact you with any problems. 

It's a shame that people do this, but you can't do anything about whatever this person's motives are - be sure you block he, she or it. 

[simba6]

You need to describe your items better.  You have a number of negs over that.   Too many in a pattern like that can get your account suspended from selling.  I would remove any items you think have any chance of an unhappy buyer.  Your getting into the danger zone for sure.  There is no warning, it's like double secret probation.

[cristian3_6]

Thank you very much for your quick response

If this were what happened to you,
what would you say?
Tell me this, I'll answer the same way.
It seems you know more than me and are more professional.

[chapeau-noir]

---

@cristian3_6 wrote:

Thank you very much for your quick response

If this were what happened to you,
what would you say?
Tell me this, I'll answer the same way.
It seems you know more than me and are more professional.

---

Same sort of thing that I said in my last post. As far as that neut goes, the horse is out of the barn, and the deal is done, arguing or commenting on it really won't do anything. What you want to do is use this as an opportunity to reassure your FUTURE customers that you stand behind your offerings and that you ask your buyers to contact you about any problems. Anyone can make a mistake (or someone think they have, or have a disagreement or whatever) but what people really want to see is how calm and professional a seller is about handling it. 

ETA: I don't know if I know anymore than you or anyone else, but I do know what I like to see as a customer. 

[mam98031]

---

@cristian3_6 wrote:

I plan to post this answer so other sellers are careful
Sellers beware
The buyer left a neutral vote without first sending me a message to resolve the issue.
I don't understand this neutral feedback because there were many photos of the coins, and I saw them before buying.
I'll now block this buyer.

Please tell me if it's okay.
Thank you.

---

@cristian3_6 

It is sad, but there is no requirement that the buyer checks in with the seller first.  I wish there was, but there isn't.

[babyers88]

a refund is not necessary at all, they can carry on and forget about, but if there is any hope of having it changed there is no better way.

it's a small sale, won't hit the pocket hard at all. If it was a larger sale then well maybe not.

a surprise unsolicited refund can make a change of heart, as hard as that may be to believe.

I am not saying to always issue a refund if a bad review is left, it is more or less a last ditch attempt to rectify a situation that has no other compromise or solution. Putting there money back in there pocket is not a bad idea.  

[krazzykats]

I'd make sure your customers feel they're getting good value for their money.

To me, these junk drawers always seem too much like a gamble—as you never really know what you'll get until you actually receive it. 

ᓚᘏᗢ

[thelongball]

Hello- Bad feedbacks can be mentally exhausting and I'm sorry you are going thru this. But I personally wouldn't worry so much about this one as it makes the buyer look worse than you. Underneath the feedback the whole world can see that it says Junk Drawer. What did the person expect to find GOLD. Remember it also shows in their feedback left for others. It might lead them to be blocked by many sellers. They hurt themselves more than you in my eyes. They are nothing more than someone looking to get more than what they pay for. The only thing you could change is to accept returns. Because then you could have said back : Sorry you weren't happy with what's in my Junk Drawers and Why didn't you just return it. 

[broto_64]

---

@cristian3_6 wrote:

I plan to post this answer so other sellers are careful
Sellers beware
The buyer left a neutral vote without first sending me a message to resolve the issue.
I don't understand this neutral feedback because there were many photos of the coins, and I saw them before buying.
I'll now block this buyer.

Please tell me if it's okay.
Thank you.

---

That is not ok, your reply will only be read by a few members and most of those will be buyers. Very few if any sellers spend any time looking for "warning" replies in someone else's feedback, but buyers... Your future buyers will look through feedback to see if you are a reputable seller, and a reply like yours will send them running away.

Your reply to feedback is an opportunity to shine in front of future buyers, so problem solving (even if it sticks in your throat) should be the goal, making it right, admitting you were wrong, that sort of thing.

You may also want to consider, I would never buy from someone like you mostly because the picture is not clear... Yes it's crisp but there is so much stuff in that box it straddles the border of selling "potluck" (or grab bag) lots of items which is against ebay policy. Perhaps pull all that junk out and separate it, lay it all out on a flat piece of cardboard and then take pictures, of individual items or even small groups of items.

I mean, that or stop selling junk?
The buyer stated it was garbage.
Garbage is kind of the same thing as junk, I'm not sure where the buyer thought they were receiving anything other than trash but that doesn't entirely stop the buyer's disappointment.
A 30-day free returns policy might help.

[luckythewinner]

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@cristian3_6 wrote:

A buyer has signed me neutral saying this

Garbage. Coins were garbage.

I see it as an insult because he saw the photos of the coins in the box and bought them.
Can I remove this bad feedback if I call eBay customer service?

---

What would be the point of feedback if sellers could get rid of feedback they don't like?

I hope you realize that the pictures in a listing do not prove that the seller shipped something that matched the pictures. If eBay did consider pictures to be proof, fraudulent sellers would have destroyed eBay decades ago.