topic Re: Negative feedback, what to do ? in Selling

Negative feedback, what to do ?

lentradirect — Fri, 23 Aug 2013 01:31:49 GMT

Re: Negative feedback, what to do ?

lentradirect — Fri, 23 Aug 2013 01:38:20 GMT

I am a bit at a loss as what to do re our charimg buyer, this matter is in fact in the hands of the fair trading as stated in feedback. This person is without a doubt the worst we have encountered.

We have offered everything to this person well beyond fair tradings expectation and still it goes on, must have gotten the fair trading ruling today and decided to lash out.

What reply would you suggest and what action regarding revision would you take ? Or should we just cop it.

Thank you

Re: Negative feedback, what to do ?

thecatspjs — Fri, 23 Aug 2013 01:49:35 GMT

I would ring ebay and request removal on grounds of referencing fair trading in comment

Feedback that is not allowed includes a comment that references to eBay, PayPal or law enforcement investigations

Re: Negative feedback, what to do ?

lentradirect — Fri, 23 Aug 2013 01:51:31 GMT

Thank you, will do, glad you replied.

Re: Negative feedback, what to do ?

thecatspjs — Fri, 23 Aug 2013 02:11:11 GMT

I always find it intriguing as to why such charmers keep buying via internet if they truly are so unhappy with the performance of so many of the products they purchase

Re: Negative feedback, what to do ?

lentradirect — Fri, 23 Aug 2013 02:20:47 GMT

Just rang ebay and they advise that dept of Fair trading is not considered Law enforcement is there an Australian Phone Number ?

.....no way feedback can be removed sort it out with buyer .... I don't think this is possible as we have already offered resolution through dept of fair trading.

Negative feedback hurts as we really have tried to fix this.I don't know what the buyer is after as they did not truthfully relay events to dept of fair trading.

From my experience the highest expectations come from other sellers and also the worst outcomes if there is a problem.

Re: Negative feedback, what to do ?

thecatspjs — Fri, 23 Aug 2013 02:52:18 GMT

Fair trading is indeed a law enforcement agency. They are responsible for prosecuting a range of consumer and trader legislative obligations.

Re: Negative feedback, what to do ?

tstore — Fri, 23 Aug 2013 03:15:22 GMT

I think what you will find is they will simply remove the comment, but still leave the negative. In order for them to remove completely, eBay now requires in cases like this to call the buyer and confirm deletion - been there, done that. Bit disheartening I might add.

Re: Negative feedback, what to do ?

thecatspjs — Fri, 23 Aug 2013 03:24:47 GMT

On the phone now to ebay.

The rep I have spoken to advises appealing the original decision not to remove on the basis that Fair Tading is a law enforcment agency.

Re: Negative feedback, what to do ?

thecatspjs — Fri, 23 Aug 2013 03:26:34 GMT

About us

NSW Fair Trading safeguards the rights of all consumers and advises business and traders on fair and ethical practice.

We provide services directly to individuals and businesses to create a fair, safe and equitable marketplace. The laws we administer set the rules for fairness in the countless daily transactions between consumers and traders. We investigate unfair practices and ensure that the products sold in NSW are safe and meet their regulations and safety standards. We register co-operatives and associations, and issue occupational licences so consumers can trust the people they are dealing with.

Re: Negative feedback, what to do ?

foxette-in-sox — Fri, 23 Aug 2013 03:32:29 GMT

You are a TRS with almost impeccable stars & your 5 negs,9 neutrals & 8 feedback revisions would not stop most people from buying from you.

What some people may balk at though is having aviary accessories as private listings & threatening to leave members with negative feedback if they don't pay within 3 days.

Sellers have have not been able to leave negs or neuts for over 5 YEARS.

JMO but I'd let it go,it's not worth the stress it is obviously causing you.

Re: Negative feedback, what to do ?

thecatspjs — Fri, 23 Aug 2013 03:36:36 GMT

The line I have got from ebay now ... is that to be removed the comment must include reference to an "outcome" of an investigation.

Pffffft

IMO the feedback removal poilcy is becoming more and more subjective as the days go by.

Re: Negative feedback, what to do ?

lentradirect — Fri, 23 Aug 2013 03:53:51 GMT

one would think so.

Re: Negative feedback, what to do ?

pinktoedannie — Fri, 23 Aug 2013 04:07:39 GMT

It's buyers like these that make me wish I could leave a bad comment in their feedback - not because they left a negative but because they are difficult to get along with, even if you bend over backwards and do cartwheels for them. I don't give a fig about unpaid item cases, I wouldn't give a negative for them. But bad manners and rude, manipulative emails annoy me.

And it's odd ... I don't know about this case .. but some of my worst buyers have been ones that have paid well under retail cost for their item. Maybe penny pinching goes hand in hand wtih nit picking?

Re: Negative feedback, what to do ?

lentradirect — Fri, 23 Aug 2013 04:14:59 GMT

Thank you for your comments, I wish we didn't have to have private feedback as our competitors find it very easy to follow sales to find out what we are selling and quantity sold. One competitor has a family member that is our wholesaler, they have actually refused supply and then listed the items we wanted on their own ebay store.Our wholesalers also use our listing prices to justify their own charges. I don't want them to come back and say you have sold 20 of these at $40 so therefore you can pay us more.

As far as the trading terms go, yes I agree, I am working at eliminating all that at the moment. Thank you for pointing out that there are obviously relistings that have old inf.

Thanks again

Re: Negative feedback, what to do ?

lentradirect — Fri, 23 Aug 2013 04:17:28 GMT

I agree

Re: Negative feedback, what to do ?

rawbeautygroup — Sat, 24 Aug 2013 05:36:06 GMT

Ebay are terrible at removing bad feed back..there are very buyer centric and have very little regard for sellers who are their most regular sources of income

Don't waste your time...i gave up long ago expecting help from ebay regarding negative feedback...we ourselves have had negative feedback that any logic thinking person would see as ridiculous yet it remains because of ebays attitude towards there sellers

great example is customer bought an item then in feedback said it was to expensive..if its too expensive..why buy it in the first place ??

Re: Negative feedback, what to do ?

lentradirect — Sat, 24 Aug 2013 08:37:54 GMT

I appreciate your thoughts, the negatives hurt and I think it is hard not to take it personally.

Have decided to just accept it.

I was mortified to get the call from Fair Trading as we are a business and have been trading since 1991 without this sort of problem.Dept of Fair trading act as mediators in a case like this and as we have offered a full refund including all post from the get go , there is not anything more to be gained ..... not exactly sure what this buyer expects....I suppose we will see.Can't get much worse and only because we are a business that the dept of f/t get involved.

On the plus side ebay customer service has been very helpful with other problems that we have had along the way. I think their advice of making a reply to feedback that doesn't sound too reactive is the best we can do.