topic Re: Advice needed about feedback response in Selling

Advice needed about feedback response

roseblack — Tue, 29 Mar 2016 09:10:14 GMT

Hi, I recceived a neutral feedback under a different eBay ID. They left no remarks except "Ok". I spoke to eBay about how to best handle this i.e. whether to contact the buyer and ask why and eBay were definite I should contact the buyer. So I emailed the buyer and asked if there was an issue they would like to discuss and the buyer just lost it and told me I had no right to contact her and that she was unhappy with the item (one of my best selling items of which I get many re-sales). She went on to call the item and me disgusting, told me I should be ashamed to sell this item and just went on a rant.

What to do? I replied to her and explained had she contacted me prior to leaving feedback I would have made sure she was happy. I tried to be light and helpful but it just created another rant with her ending up telling me I was a crazy person and she had every right to her opinion. She sent me five rant emails finally ending with her saying she had reported me to eBay and has "named and shamed me on numerous forums". (This upset me). I ended up telling her that I would delete any further emails unread and she stopped emailing.

I feel that perhaps I could have handled this better but I am not sure how. She felt I was blaming her and that was not my intention. This is the second time I have contacted a buyer after receiving negative feedback and the first time didn't go much better. I know some buyers are just nuts but twice now...... I am wondering if it is worth contacting buyers about feedback?

I would like your opinion please? Do you contact buyers after receiving neutral/negative feedback. Also if you contact customers and have success reversing the feedback, do you have a script I could use for first contact?

Thanks

Re: Advice needed about feedback response

digital*ghost — Tue, 29 Mar 2016 09:26:23 GMT

@roseblack wrote:

I would like your opinion please? Do you contact buyers after receiving neutral/negative feedback. Also if you contact customers and have success reversing the feedback, do you have a script I could use for first contact?

I don't contact them anymore, half of them state the issue in the feedback comment and they're actually non issues as far as I'm concerned (stuff like "smaller than I imagined" - I have contacted on a couple of occasions in the past and communications were amicable, but every single time the buyers never actually wanted me to do anything about the situation, sometimes they admit the mistake was theirs but not in a way that helped me convince eBay to remove the comment, and a couple of times it's been clear to me the buyer is using bad feedback as a tool to prompt voluntary refunds from the seller.

Buyers who want me to do something contact me, so I've just decided to leave it at that and respond to no-contact negs / neuts to say there's options available if they're not happy.

As for a message template, I sent this example to someone in a similar situation as yourself recently, and you're welcome to it as well, if you can use it. (Below is an excerpt from a different message, and is more specific to their circumstances, so a few changes would be needed)

In the past, I'd make particular mention of the lack of contact as well, but I used a "softly, softly" approach with a no-contacter, so they'd be more likley to respond (especially if the problem was just their mistake, that way they're more likely to respond and admit it) so messages would be a bit like this:

Dear [buyer]
I'm contacting you as I've noticed the feedback you left for your recent order suggests the item you received wasn't as described. I'm sorry to see that you didn't feel like you could contact me about this and am very concerned, as I take every measure to ensure the quality of my items and I'm always happy to assist resolve any issue that might occur. Just so that I am able to understand the issue, help resolve it for you and take measures to avoid it happening again, I would appreciate it if you could get in touch and let me know the nature of the problem with the item you received.
Thanks in advance for your kind assistance.
[Seller]

Feel free to add or use any of that if it appeals.

Re: Advice needed about feedback response

kopenhagen5 — Tue, 29 Mar 2016 09:32:14 GMT

I find usually when feedback is left it is often too late.

And as you say, can't please some buyers whatever you do.

I wouldn't leave a response to the feedback as it only draws attention to it.

Forget it and move on.

As for a way to approach such situations in future is perhaps a professional message that is non personal.

Dear buyer,

We have noticed feedback was left for the recent transaction.

If there is anything we, as a seller can do to improve the way we conduct our business, please let us know.

Kind regards,

Buyers will either not respond, meaning they were never going to do so favourably or will contact you and probably be civil.

Good luck.

Re: Advice needed about feedback response

imastawka — Tue, 29 Mar 2016 09:47:08 GMT

The feedback was neutral and the comment 'OK'

Why on earth would you feel compelled to do anything?

Obviously they were not 100% happy, but decided they wouldn't neg you.

The neutral didn't affect your percentage, nor give you a defect.

I would've left well enough alone.

Don't respond, let it go down the page

Re: Advice needed about feedback response

roseblack — Tue, 29 Mar 2016 10:22:20 GMT

Thanks for that. I will try to soften my words and use your suggestions, although it's not really much different from what I said.

Re: Advice needed about feedback response

roseblack — Tue, 29 Mar 2016 10:24:47 GMT

I like that too, a generic message is less threatening. I think I will take your and Ghosts advice and not reply to feedback in future.

Re: Advice needed about feedback response

roseblack — Tue, 29 Mar 2016 10:26:45 GMT

I guess I am not used to getting neutral or neg feedback and didn't consider neutral wouldn't affect my percentage. Thanks for pointing that out.

Re: Advice needed about feedback response

*tippy*toes* — Tue, 29 Mar 2016 12:00:21 GMT

I received an unAnnounced neutral and neg from a buyer last year. The few issues I've had, the buyers have always contacted me and I sorted everything out for them, so this one took me by surprise. I sent the buyer a message, apologising profusely that they weren't happy with the 2 items and said that they should have contacted me and I would have been more than happy to give them a full refund if they weren't happy. He wasn't just being malicious because the third item he bought he gave me positive with 5 stars.

A few messages went back and forth and he said he wasn't after a refund, but it was establised there were some very fine scratches that he had seen under magnification (??????)! We parted messages on good terms, so I replied to the feedback taking full responsibility and apologised. He replied to my reply saying that everything was sorted and that I was a good seller. I knew eBay wouldn't remove the feedback, so I felt by taking responsibility, other buyers may see it and hopefully think I was trustworthy.

It was my first every neg, and I did let it get to me a bit, but I had to remind myself that it's just a red dot. Buyers still buy. Buyers buy from a lot of sellers with way more negs. All I can do until it drops off in a few months is keep doing what I've always done. The very best I can for my buyers.

I know it's rattling to get a dot that isn't green, but try not to let it get to you. There are no defects for feedback now and being a grey dot, you'll still show as having 100% feedback.

Re: Advice needed about feedback response

davewil1964 — Tue, 29 Mar 2016 12:14:22 GMT

@roseblack wrote:
I guess I am not used to getting neutral or neg feedback and didn't consider neutral wouldn't affect my percentage. Thanks for pointing that out.

That's why sellers should actually ocassionally read the eBay announcements. And periodically check their dashboard.

Re: Advice needed about feedback response

*tippy*toes* — Tue, 29 Mar 2016 13:31:42 GMT

That's so not fair that you can type the word Announcement and I have to use a capital letter or else I get a pink error message at the top of the page.

Re: Advice needed about feedback response

roseblack — Tue, 29 Mar 2016 14:11:06 GMT

I do those things but also have other things on my mind.

Re: Advice needed about feedback response

everard6920 — Tue, 29 Mar 2016 22:54:20 GMT

I disagree with Stawka: just because it doesn't affect your seller rating doesn't mean that you shouldn't follow it up. I mean, if item not received and item not as described complaints didn't affect my rating, I'd still follow them up, because I want to provide good service. I would follow up neutral or negative feedback for the same reason - if a buyer isn't happy with their item then it helps me to know why, and I dont think there's anything wrong with sending one (non-accusatory) message in an attempt to find out/solve the problem. However, if they respond defensively or aggressively, leave them alone. You're only going to make it worse.

Re: Advice needed about feedback response

roseblack — Wed, 30 Mar 2016 00:59:51 GMT

if a buyer isn't happy with their item then it helps me to know why, and I dont think there's anything wrong with sending one (non-accusatory) message in an attempt to find out/solve the problem

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Agreed and that is what I wanted to know - why? I thought she must have been unhappy with the postage time, as the item is one of my most popular and it wasn't my first thought that the item would be the problem.

I guess I was a little shocked by the vitriolic response and tried to calm things down by sending another email but it didn't go down as I intended and in the end she just ranted sending email after email even though I stopped replying.

Re: Advice needed about feedback response

rocket2retro — Wed, 30 Mar 2016 02:15:05 GMT

You are a lot morre diplomatic than I am

I recently sent this to a buyer for leaving a neutral feedback for an item that was 'smaller than expected'

Dear Unwarranted neutral feedback leaver,

I see you buy quite a bit on eBay. Might I suggest your next purchase be a ruler.

A ruler is a stick with numbers & little lines on it. It can be handy for checking the measurements that ebay sellers (like myself) put in their listings, so your item does not turn up 'smaller than expected" (not that you'll ever be buying any further items from me -as you are now on my blocked bidder list).

Re: Advice needed about feedback response

amber-eyed-girl — Wed, 30 Mar 2016 08:34:15 GMT

I hope your measurements are precise to the mm...I have a ruler 😛

just to make the point that some buyers, won't be happy no matter what the seller does. If a seller believes they have sent out exactly what was intended, on time, and packed well...neutrals are best left alone.

Roseblack, good that you stopped replying, might be worth sending anything really nasty to eBay, too. Vicious isn't appropriate at all.

Re: Advice needed about feedback response

roseblack — Wed, 30 Mar 2016 08:52:23 GMT

Roseblack, good that you stopped replying, might be worth sending anything really nasty to eBay, too. Vicious isn't appropriate at all.

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I have lost faith in eBay resolving anything. What do they do? They say they contact the buyer but how would you know?

Re: Advice needed about feedback response

digital*ghost — Wed, 30 Mar 2016 09:50:22 GMT

@rocket2retro wrote:
You are a lot morre diplomatic than I am
I recently sent this to a buyer for leaving a neutral feedback for an item that was 'smaller than expected'

Those kind of comments (particularly when ratings or feedback given to the seller are poor) are among my most hated occurences related to online selling, simply because in most cases, measurements are not a subjective aspect of an item's description. It's an exact thing, and completely not the seller's fault if someone doesn't know how to put a measurement into relative scale (I now have a set of digital calipers, but need to get into the habit of using it for more items than what I currently do).

Leaving poor FB like that over what are precise measurements, is - to my mind - the same as someone buying an item listed, shown and described as black, then leaving a neg because it's "not as pink as I imagined". (My first neg was along those lines).

Re: Advice needed about feedback response

amber-eyed-girl — Wed, 30 Mar 2016 10:22:45 GMT

I know of one ID that eBay suspended because of their behaviour. If you have sent the messages to eBay then it is up to them, yes. You won't know unless they become not a registered user.

Re: Advice needed about feedback response

black*poppy — Wed, 30 Mar 2016 10:55:50 GMT

My feeling is that leaving neg/neutral feedback is the coward's way rather than doing things the right way by contacting the seller first.

People resent being called out on their bad behaviour and get ~~defensive~~ aggressive should anyone dare.

Re: Advice needed about feedback response

kopenhagen5 — Wed, 30 Mar 2016 12:29:58 GMT

Well said.

That style of behaviour makes it easy to differentiate good from bad, at least for the good.