Negative feedback received for slow USPS shipping.

[pamperednaturals]

I ship items in 1 business day and upload tracking. I  had a customer purchase a pair of pants last Friday  (11/17/17) evening.  I shipped them the following Monday afternoon. He received the pants on this Friday (11/24/24).   

Today I noticed that the buyer left negative feeback stating that I took 3 days to mail his item when I acutally shipped the next business day.     In his feedback comment he also complained that it took a week to get his item which is not true  if we do not count the weekend and Thanksgiving holiday.   

Is this feedback justified?  Would it be worth making a call to eBay?  I feel like the customer is confused or just being dishonest.

[pamperednaturals]

Also...the item was delivered within the timeframe specified by eBay.   It was not delivered late.

[couldabeenworse]

The bad news is that it doesn't qualify for removal under eBay's written policies.

The good news is that eBay's written policies apparently have little bearing on whether or not you can get it removed.

I'm sure that if you phone eBay and get the right CS rep, you can get it removed.  Good luck...

[duchess-at-speakeasy]

No, it's not worth a call to eBay -- they cannot and will not remove negative feedback unless the content violates eBay policy. The buyer is entitled to his/her opinion.

Buyers do not think in terms of "business days." Especially when you are facing a holiday weekend, you should make every effort to mail Friday orders early on Saturday morning. Then, with Priority Mail or First Class Mail, you stand a chance of delivery by Monday or at worst by Wednesday. If you offered only 3rd class surface mail, then you are very lucky the buyer received the order so quickly!

Your buyer ordered the pants on Friday . . . Monday is a full 3 days later. The PO is open on Saturdays. From the buyer's point of view, you could have done much better. Sorry, that's reality!

Bottom line: Just let it go. I suppose you could ask the buyer to revise the feedback or explain that your business is open only Monday through Friday, not weekends. But at this time of year, that excuse does not fly . . . your online competition operates 24/7/365. Rather than fuss over a customer's opinion, use the time and effort to process orders more quickly, even if eBay does not require instant turnaround.

~~C~~

[pamperednaturals]

I feel like this was in retaliation to another transaction but of course I have no way of proving that.  I have no choice but to get over it and keep it moving.   I just called eBay and they will not remove it because it is the customer's opinion and not a policy violation.  

[partial*eclipse]

Yes, your buyer is confused.  If they do a lot of online shopping, then probably their expectations are based on the shipping and deilvery services by big sellers like Amazon.  I ordered some items on Amazon yesterday (Friday); some are out for delivery today and the rest are scheduled to be delivered on Monday.

[lex-talon]

Your only hope of getting the feedback revised, is to reach out to the buyer and ask them to change it. Good luck to you.

[pamperednaturals]

I understand your point.  But this is a matter of common sense.   A reasonable person should understand that they can not to expect Amazon "big box store" speedy delivery from a small seller on eBay.  Anyone in the United States also knows that the post office does not deliver on Holidays.  My listing also clearly stated that I ship the following business day.

[myangelandmyprincess]

I would respond with facts and dates 

paid Friday 0/0/00 shipped Monday 0/0/00 delivered in 4 business days on 0/0/00

[couldabeenworse]

No, it's not worth a call to eBay -- they cannot and will not remove negative feedback unless the content violates eBay policy. The buyer is entitled to his/her opinion.

We see feedback like this removed all the time, so eBay certainly is able to do so.  I don't think eBay should remove any of these feedbacks, but if they're going to do it for lousy sellers, I don't see why good sellers shouldn't give it a try if they wish.

Personally, I don't think I'd bother, but if I were to argue this with eBay, my point would be that the buyer isn't stating any opinions, he is stating two facts.   The first is that it took three days to ship, which is wholly inaccurate given that eBay only counts business days.  The second is that it took a week to arrive, which is a reflection not on the seller's performance, but on the carrier's.

[garmentvarmint2004]

CAP.

You   said your Listing "clearly stated"  your handling time.  However I bet most of your  buyers never notice  that statement.   Selling on  here requires  you to not only follow  the   Ebay rules---but also  to understand that many  buyers  are   not  good  with details.  And many have IQ's  that  are lower  than yours. 

[1786davycrockett]

Based upon my previous experiences regarding buyer's so-called "opinions," I would try calling eBay Customer Servce again, preferably before 10:00 AM Pacific time, in that you may actually speak to a CS rep in the United States, rather than a CS rep in the Philippines, who simply wants to get sellers off the phone, and are making up reasons to do so, as they go alone.  An American CS rep may actually CHECK the dates of order, shipment and receipt, and cut you some slack.

Point out that eBay's stated guidelines for you were to ship on Monday (which you acknowledge that you did), and that the buyer received the package on the following Friday, which was well before eBay's stated delivery deadline.  YOU DID NOTHING WRONG, according to eBay -- and eBay should STOP rewarding buyers for having "opinions" which are not covered by the stated eBay guidelines.

And keep trying until you get it removed:  Sellers need to stop being blackmailed by the wrong-headed "opinions" of impatient and rude buyers, who are now being instructed on several consumer web-sites to DEMAND cheaper prices, faster delivery, superior service, and bigger discounts from EVERY merchant.  At my previous national big-box employer, we were faced with this situation on a daily basis, especially from Thanksgiving through Christmas returns -- my employer didn't put up with it then, and we little guys shouldn't have to put up with it now.  

Fight back when you're in the right, or this same buyer will try it again, and urge his friends, family, fellow workers, Facebook "friends," etc to order regularly from you, and demand the WORLD -- if you cave in to ONE, expect a parade knocking at your door in the future.

Good luck.

[pamperednaturals]

So we should expect to receive negatives because people can't comprehend or don't choose to read the listing before purchase?

[dbmm-media]

 if your tracking information is acurate, there is a good chance it will be removed if you get a decent csr.

[nanakat75]

Unfortunately, YES! 

Sometimes, I have people message me, asking me for a certain measurement on the clothing item I have listed.  Uh, hmmm, all measurements are given in the auction ad.  Didja bother to do anything but look at the pretty picture?

And, no, I don't know if this would fit you, since I don't know your measurements.  No, I don't know if it would look good on you.  No, I don't know if Auntie Em would like it.

Too many people do not bother to do anything but look at the title, picture, and price.  They don't read anything else---like the actual  description??

Most people do not care that we are small potatoes here, and cannot absorb the extra costs we incur due to buyers who DON'T read, don't WANT to read, and want FULL refunds because they don't care about your NO REFUND policy.

Ebay does not care about the small sellers, because they now have the big-time sellers(with hundreds and thousands of negative feedbacks) and the Chinese selling cheap products, and getting ridiculously low shipping prices due to an idiotic trade agreement.