topic Re: Negative feedback - I'm so over the threats. in Selling

Negative feedback - I'm so over the threats.

jayoceans2004 — Sat, 21 Jul 2012 06:58:02 GMT

Hi Guys,

I have been on ebay now for a few years as a seller of new age products. I do my very best always to offer exceptional customer service and I communcate to the absolute best of my ability... and now, after another negative feedback today, I am feeling a little let down and tired of it all.

The interesting this is all of my negative feedback is from customers who simply have not read the whole listing in total - and how it all works.

ebay seems very biased towards the buyers and nothing for the sellers... Maybe it's just me today. Maybe I am just a little disappointed and need to vent here. (I have never used this forum since I have been a member and quite possibly I NEED to!)

So, from today, I will always continue to try my best, however, I swear, and never will feel threatened by negativity any more( especially when a customer threatens me on an email letter demanding a refund for postage and the item whilst NOT wanting to send the item back to me!)

That;s all for today - if you read this and you are a seller I commend you! If you read this and you are a buyer, I ask kindly that you communicate well prior to leaving negative feedback - as I am sure, most sellers would prefer to resolve issues rather than have a neg feedback.

Have a great day.

Re: Negative feedback - I'm so over the threats.

thebraff — Sat, 21 Jul 2012 07:27:17 GMT

I am a buyer and I watched your little video.

The buyers are in the wrong if they don't read what to do with them. Perhaps you should put a typed note in with the stones with the instructions just to make sure they do read it.

Although, if you are already doing that then I can't really ofer you any advice for what to do with ignorant buyers.

Re: Negative feedback - I'm so over the threats.

jayoceans2004 — Sat, 21 Jul 2012 07:36:56 GMT

Thank you so much for that - a little note on what to do with them is an awesome idea - and practical! I will be doing this from now on. Thanks again, appreciated

Jason

Re: Negative feedback - I'm so over the threats.

davewil1964 — Sat, 21 Jul 2012 08:01:54 GMT

If the email was through the eBay message system and the buyer threatened to leave negative feedback if their unrealistic demands weren't met, then that counts as feedback extortion.

In that case you should report the email and eBay should remove the negative.

Re: Negative feedback - I'm so over the threats.

jayoceans2004 — Sat, 21 Jul 2012 08:52:43 GMT

Thank you for this. I did not know about this at all. I was under the impression that ebay no longer remove negs at all. I will look into this - thank you again 🙂

Re: Negative feedback - I'm so over the threats.

phorum_junkie* — Sat, 21 Jul 2012 09:00:30 GMT

I have never been in the least concerned about negs, if a buyer feels they must leave one then so be it. as long as I know I have done nothing wrong then a silly red dot on my computer screen is not going to upset me.

The only time I got negs I was almost upset when they were removed as I had great fun composing the follow ups and they went too lol.

Looking at the number of buyers who come here with problems after buying from sellers with atrocious feedback I doubt if a few nwegs are going to have much effect on sales.

Re: Negative feedback - I'm so over the threats.

digital*ghost — Sat, 21 Jul 2012 09:29:43 GMT

The interesting this is all of my negative feedback is from customers who simply have not read the whole listing in total - and how it all works.

If the information is available in the listing, eBay may remove the negs (many sellers have had negs successfully removed for the same reason).

Re: Negative feedback - I'm so over the threats.

thecatspjs — Sat, 21 Jul 2012 10:09:59 GMT

The only thing about a neg thats worse, is another seller, who thinks its all just so funny.

Re: Negative feedback - I'm so over the threats.

davewil1964 — Sat, 21 Jul 2012 14:51:52 GMT

You. catspjs?

Everybody else is taking it seriously.

Re: Negative feedback - I'm so over the threats.

the3coopers — Sat, 21 Jul 2012 15:18:08 GMT

I looked only at the listings where you've copped Negs and Netutrals recently. Here's some suggestions. All can be rectified by you pretty much for free, and will reduce potential future negs...

1. Re: the glow in the dark pebbles - there is no mention of size. The photos at the top show a pathway lined either side with LARGE pebbles, yet the buyer probably gets 10 tiny ones. Those photos are extremely misleading (unless you say it's a doll's house), and this is a potential neg.

Yes I realise that other photos show pebbles in human hand - but at no point in the listing do you make it clear exactly what the buyer will receive.

2. Re: the CRYSTAL MIX TUMBLED STONES - you mention the size in the text, but people sometimes miss things like that. Put a photo something in there with sames, as a size reference - box of matches or coin or whatever. A picture tells a 1000 words.

3. Re: learning DVD - you should not be putting Zipped content onto discs. It should be directly playable. If it won't fit on one DVD, then include 2 (it's not like they cost anything). You are just making it hard for your buyers, for no reason.

And this fineprint comment is a disaster waiting to happen "These Videos Can Only be Viewed on a PC/Laptop. Item will be mailed to you on one DVD with zip files." You need to put the files in an easy usable format - remember, you are targetting NEWBIES!

4. Re: your FB replies that say stuff like "Please post back, and I can select another one for you. (Contact me is all I ask" - that is like shutting the gate after the horse has bolted.

You need to include a note with every delivery that TELLS your buyer specifically what to do if they are unhappy. There is no point asking for communications after they leave you a neg. You seem to assume that they KNOW that you want them to contact you if they are unhappy?

My note is in the comment field at the bottom of my eBay Invoice, which I include in each delivery. It basically says that their satisfaction is vital to me, and to please make contact (phone/email/messages) if not 100% happy.

What I see is that you have not learned from ANY of the non-positive comments that buyers have made. There is no reason in the world why you cannot improve your chances of not getting similar Negs in future. Listen, Learn, Improve, Move Forward 🙂

I hope that helps

Re: Negative feedback - I'm so over the threats.

gerard0408 — Sat, 21 Jul 2012 16:06:19 GMT

I have bought and sold, mainly bought and for a considerable time.

What 'gets me' is when an item does not match it's description - especially condition.

I bought some tables only to discover the legs had been chewed by an animal. The sellers were elderly, it was easier to just pretend I was delighted. MUCH easier to put beehind me than a confrontation.

I bought some Buddhist relics from what is still a 100% seller on e-bay. They cost me in excess of $300. Sold as "original" "estate" "auction house who deals with such antiquities" bla bla bla. It turns out they were fake. They were a gift for a monk. He showed them, with me being in attendance, to a dealer who used a BIRO to break away the fake age effect.

Worthy of note: Very rare images, dealer did not get a warning we were coming to show him.

Long story short: The "antiquities 100% guy" told me he had already paid his client (so?) and that he carefully examined them (?) and that MY FRIEND WAS TRYING TO CON ME into believing they were fakes.

Interestingly, he launched into legal threats against ME!

I may as well have bought them at a market in Thailand for $6 which is what they were worth.

So, it happens both ways.

I think the quick guns to the legal threats are usually bluff and the threat is made in seeking a quick resolution, without much evidence. This is so, especially if they've simply changed their mind.

Be accurate, your feedback score suggests you are anyway, keep things short and sweet.

Have many things here to sell but delaying it in fear of dealing with horrible customers, so good luck and I hope you feel better!

Re: Negative feedback - I'm so over the threats.

jayoceans2004 — Sat, 21 Jul 2012 22:24:04 GMT

Thanks for this - it is comforting just to know that I am not alone in my business on ebay. Sometimes I feel it is me only... thanks 🙂

Re: Negative feedback - I'm so over the threats.

jayoceans2004 — Sat, 21 Jul 2012 22:27:09 GMT

Thank you - this is all good to know for future reference. Thanks again. Jason.

Re: Negative feedback - I'm so over the threats.

jayoceans2004 — Sat, 21 Jul 2012 22:34:31 GMT

Thank you 3 coopers for your feedback - and this is very good for me and yes, I will need to clear a few things up here....

IN regards to all my products I send out, I send out a sheet with details about refund process etc and to contact me first if there are any issues.... I always go above and beyond and also send a little gift of something and free music /relaxation downloads to with this sheet of paper.

I only put the comments in reply to the feedback more out of my frustration - I know that it would not change anything as it was all too late.

But thanks, I am learning and have learnt a few things from your notes.

Re: Negative feedback - I'm so over the threats.

lotdealz — Sun, 22 Jul 2012 03:01:02 GMT

Hi jayoceans2004,

I know how this feels. Buyers purchasing without reading the listing properly then blaming you.

I could have lied and called my store NO1.QUALITY and sold cheaper products under the no.1 quality name and I probably would do better. Yet I still get people threatening me with negs and complaining about quality even though my store is a reject shop. I'm not hiding the fact my shop is called clearanceandseconds but the buyers think my products are the same as Harrods of London and Myer. You just can't win.

Advertising the truth about products and being an honest seller does not help when you complain to ebay they just say it does not fall within their guidelines for them to do anything about it. This is even though the buyer has openly threatened me on an email. I don't know what kind of logic is used with these determinations but seriously why do buyers buy from me if they are looking for no.1 perfect quality? I don't get it.

I need a coffee and toast now. 🙂

Re: Negative feedback - I'm so over the threats.

patchoo78 — Sun, 22 Jul 2012 03:35:10 GMT

I need a coffee and toast now.

Good idea.. I just had some raisin toast, so might be time for another coffee 😄

Re: Negative feedback - I'm so over the threats.

patchoo78 — Sun, 22 Jul 2012 03:36:51 GMT

Hi jayco 🙂 I am looking forward to getting my stones! 😄

Re: Negative feedback - I'm so over the threats.

***super_nova*** — Sun, 22 Jul 2012 05:17:33 GMT

I think that to put object in pics, as Coops suggested is the way to go. Although I am not sure about matchbox, as they can vary in size.

I know it sounds stupid, but it is not always easy to imagine the size when you are given the measurement.

I have been recently looking for little buttons and came accross some 5mm, I looked at my steel measuring tape and 5 mm looked good. Well, they are all but useless. LOL

I learned the lesson, and put in my listings coin, depending on size of the item I am selling - 5c, 10c, or 20c. Or having tape measure in the picture for large items, where size is important.

I also had a FB (thankfully with green dot) for something I sold, saying that although correct, it looks much smaller than the measurement it is listed with. ?:|

Re: Negative feedback - I'm so over the threats.

i-b-a-mad-loco — Sun, 22 Jul 2012 05:42:27 GMT

Hello Jason for me it nice to see a seller who cares about there negs because for me it shows a person who cares about there business and there customers. but of corse we all handle the same situation differently that's what makes us human.

So just a word of support keep up the good work :-x

Re: Negative feedback - I'm so over the threats.

the3coopers — Mon, 23 Jul 2012 03:54:28 GMT

I only put the comments in reply to the feedback more out of my frustration - I know that it would not change anything as it was all too late.

Always remember - new potential buyers judge you not by what your older buyers say, but how YOU respond to them. So, if you just make a comment that a buyer "should have contacted" or "I do my best" you are kind of being defeatist and it actually comes across kind of lame.

Plus it tends to come across as the buyer doing the wrong thing, which is not the message you really want to say.

A better response is something to the effect of...

"So sorry you are unhappy, and disappointed that you never told me. I have refunded you (or sent a replacement)"

That way, when buyers see the neg (which they will) they see that you were proactive in rectifying it. Thus, replies to feedback should always be used as marketing excercises, not as a way to bag out or humiliate previous buyers.

Buyers don't want to take the risk of being made to look like an idiot IF they happen to have a problem. They want to see that the seller is 100% proactive in rectifying issues, even if the buyer was a nong.

I realise that those comments don't 100% apply to you, but it's important to always keep in mind when you are feeling frustrated. The frustration does come through in the words you type, and those words stay there forever and ever.

I always work on the basis of this little quip that I heard once....

"Always be nice to people, even those who haven't done the right thing by you. Don't do this because you think they are a good person... do it because YOU ARE."