topic Sigh... My first negative or neutral feedback seems inevitable.... some advice please? in Selling

Sigh... My first negative or neutral feedback seems inevitable.... some advice please?

michelleandmickey — Sat, 08 Nov 2014 07:30:47 GMT

Hi All...

So I just received today (8th Nov), a message that reads:

I still haven't received the tattoos. Unfortunately my sons birthday party was today so we had to miss out. I wanted to contact to you prior to neg feedback.

My annoyance is, the buyer bought it on the 19th October! I could have sent it 7 times over for them again.

I now feel like replying, do what you want, coz if you wait that long, how am I meant to correct the issue for you????

So disappointing... especially seeing as the majority of my feedback is about the speed of delivery... so if something hasn't arrived, don't you think the buyer could conclude there may be a concern???

Thanks for letting me vent!

Re: Sigh... My first negative or neutral feedback seems inevitable.... some advice please?

wilk1149 — Sat, 08 Nov 2014 07:32:53 GMT

Didn't you know that as a seller on eBay the first prerequisite is mind reading

Re: Sigh... My first negative or neutral feedback seems inevitable.... some advice please?

michelleandmickey — Sat, 08 Nov 2014 07:34:10 GMT

Haha... thanks for the wry smile. I missed that class 🙂

Re: Sigh... My first negative or neutral feedback seems inevitable.... some advice please?

curraone — Sat, 08 Nov 2014 07:46:59 GMT

hang on to your jammies - if the buyer does leave negative feedback you might be able to get it removed because the buyer specifically mentioned negative feedback in the mesage. Save the message.

Re: Sigh... My first negative or neutral feedback seems inevitable.... some advice please?

horizon1907 — Sat, 08 Nov 2014 07:50:04 GMT

By the way it reads to me, she is looking for a refund / something ?? I'm contacting you prior to leaving feedback. I wonder if you contacted her and try to pacify her, you may not get a Red / grey dot. 🙂 hope all goes well.

Re: Sigh... My first negative or neutral feedback seems inevitable.... some advice please?

cmcoins2000 — Sat, 08 Nov 2014 07:53:37 GMT

@emtee-jays wrote:
Hi All...

So I just received today (8th Nov), a message that reads:

I still haven't received the tattoos. Unfortunately my sons birthday party was today so we had to miss out. I wanted to contact to you prior to neg feedback.

My annoyance is, the buyer bought it on the 19th October! I could have sent it 7 times over for them again.
I now feel like replying, do what you want, coz if you wait that long, how am I meant to correct the issue for you????

So disappointing... especially seeing as the majority of my feedback is about the speed of delivery... so if something hasn't arrived, don't you think the buyer could conclude there may be a concern???

Thanks for letting me vent!

Come on - we sellers are interested in our buyers - ask for some party shots.

19th October - Yea right.

May see a heap of tatted kids.

Re: Sigh... My first negative or neutral feedback seems inevitable.... some advice please?

michelleandmickey — Sat, 08 Nov 2014 08:00:36 GMT

If I reply with this, will eBay maybe get cranky and not reverse it if she does leave it? Thoughts?
Thanks for your comments thus far, by the way 🙂 The funny and the serious - it seems so silly, and I know I'll get a negative feedback soon enough, but I don't want it!! haha

Dear....

Thanks for your message.

Firstly, I’m incredibly sorry your tattoos did not arrive in time. I have refunded your PayPal account with the full amount paid.

There is not much I can do about the negative feedback you feel you may leave, but I guess for me as an honest Mum and seller too (clearly, you can see by my feedback), I would hope you wouldn’t leave negative or neutral feedback at all. But, I could offer to replace or refund and I still can’t control what you might do regarding the feedback. Customers in the past few months where things have gone missing in the mail, have had goods replaced, or refunded, and clearly, they have not left negative feedback, as I am yet to receive any… with good reason… my customer service is actually something I take incredible pride in.

I have no control what happens once I post your goods, and I posted yours on the 19th October. They most likely also included a free sticker, probably HTTD one, as I try and match things up that suit the order. I wish you had contacted me sooner, as I would have absolutely replaced them for you too, and they would have arrived well on time.

I have attached a picture of your mail (I take pictures of everything I send, when people don’t register the mail), and you have my sincere apologies that your little man missed out on them.

I would have a preference to you just leaving no feedback, if you feel you can’t leave positive.

Thanks for your time, and enjoy the tidying up from party celebrations. Hope there is not too much sugar comedown tanties!

Re: Sigh... My first negative or neutral feedback seems inevitable.... some advice please?

kopenhagen5 — Sat, 08 Nov 2014 08:09:37 GMT

Suggestion -

Dear buyer,

It saddens me to hear your son and friends didn't get to enjoy the tattoos you purchased.

Unfortunately once I post items (posted - xx-xx-2014) it is out of my control and in the hands of Australia Post.

I sincerely wish you had contacted me sooner to inform me they had not arrived and I could have resent them in good time.

However I understand you may have been busy and closer to the birthday there are many things to organize.

What do you suggest I can do to at least rectify goodwill in your eyes?

Kind regards,

emtee you have 8 more feedback that I. (looks similar) Runs off to buy more.

Re: Sigh... My first negative or neutral feedback seems inevitable.... some advice please?

lizzy6107 — Sat, 08 Nov 2014 08:06:42 GMT

Helen, you are in the wrong job! You should be a detective. lol

Re: Sigh... My first negative or neutral feedback seems inevitable.... some advice please?

cmcoins2000 — Sat, 08 Nov 2014 08:10:39 GMT

@emtee-jays wrote:

I would have a preference to you just leaving no feedback, if you feel you can’t leave positive.

Thanks for your time, and enjoy the tidying up from party celebrations. Hope there is not too much sugar comedown tanties!

If you feel a refund is due - & it is probably what I would do - even though she's a tool.

Not too much in the email - just sorry she didn't advise sooner as you could have done something - make her feel guilty.

Then dust off your seller crystal ball & do better next time.

Don't add (kidding) - the tanties - just snigger about those on your own - there were sure to be some.

Re: Sigh... My first negative or neutral feedback seems inevitable.... some advice please?

cmcoins2000 — Sat, 08 Nov 2014 08:13:01 GMT

@lizzy6107 wrote:
Helen, you are in the wrong job! You should be a detective. lol

No Lizzy -

I am going at a cracking pace studying to become a CUSTOMER SERVICE - person ( think they are ).

Re: Sigh... My first negative or neutral feedback seems inevitable.... some advice please?

michelleandmickey — Sat, 08 Nov 2014 08:14:49 GMT

Ok, you lot just made me smile at least, so thanks for that.

I have edited the email a bit, thrown in more guilt and will refund her, then block her.

We shall see... watch this space when I come back and cry!

Thanks people! You all rock 🙂

Re: Sigh... My first negative or neutral feedback seems inevitable.... some advice please?

cherry*135 — Sat, 08 Nov 2014 08:31:10 GMT

I wouldn't put the following in correspondence to buyers ( nor in listings) as it contravenes ebay policy

"I have no control what happens once I post your goods, and I posted yours on the 19th October. "

Policy:

What not to do

You should not:

Say that you're not responsible for item delivery, or for ensuring that the item is delivered. For example, these statements aren't allowed:
'I'm not responsible for the item once it's been dropped in the mail'
'I'm not responsible for items lost in the post'
'Without insurance, I can't be responsible for items lost in the post'

http://pages.ebay.com.au/help/policies/selling-practices.html

Re: Sigh... My first negative or neutral feedback seems inevitable.... some advice please?

horizon1907 — Sat, 08 Nov 2014 08:32:59 GMT

Maybe send her a Crystal Ball or a Ouija Board too. 🙂

Re: Sigh... My first negative or neutral feedback seems inevitable.... some advice please?

2106greencat — Sat, 08 Nov 2014 09:01:12 GMT

1998 positive -

1 negative - politely reply : Would have been happy to resolve if given the opportunity. Posted day payment received obviously lost in mail.

Seriously, buyers won't be put off by this, it is obviously an item gone missing, and most will realise the buyer has been unfair.

If they do leave the neg - block them immediately.

Re: Sigh... My first negative or neutral feedback seems inevitable.... some advice please?

michelleandmickey — Sat, 08 Nov 2014 09:06:10 GMT

As it turns out, my very polite email worked, and she has left positive feedback... Be nice to get to 2000 before the one red strike happens 🙂
Thanks again all, for your insight and giggles!

Re: Sigh... My first negative or neutral feedback seems inevitable.... some advice please?

horizon1907 — Sat, 08 Nov 2014 09:10:05 GMT

Well Done. Maybe she read the posts ??? 🙂

Re: Sigh... My first negative or neutral feedback seems inevitable.... some advice please?

michelleandmickey — Sat, 08 Nov 2014 09:16:28 GMT

Haha! Maybe she's stalking in here, I wonder hey?

Re: Sigh... My first negative or neutral feedback seems inevitable.... some advice please?

digital*ghost — Sat, 08 Nov 2014 11:14:10 GMT

@am*3 wrote:
I wouldn't put the following in correspondence to buyers ( nor in listings) as it contravenes ebay policy

"I have no control what happens once I post your goods, and I posted yours on the 19th October. "

Policy:

What not to do

You should not:

Say that you're not responsible for item delivery, or for ensuring that the item is delivered. For example, these statements aren't allowed:
'I'm not responsible for the item once it's been dropped in the mail'
'I'm not responsible for items lost in the post'
'Without insurance, I can't be responsible for items lost in the post'

http://pages.ebay.com.au/help/policies/selling-practices.html

The two statements do not mean the same thing, and can even be used in the same sentence without repeating the same sentiment - eg:

"I have no control over what happens to an item once it is posted and I won't accept responsibility / liablity if something does happen". X

"I have no control over what happens to an item once it is posted but I am happy to accept responsibility / liablity if something does happen". ✓

Re: Sigh... My first negative or neutral feedback seems inevitable.... some advice please?

springyzone — Sat, 08 Nov 2014 11:38:23 GMT

I think communication is everything.

I was quite surprised when i read the comments, where people thought the buyer had done the wrong thing.

The 19th Oct wasn't that long ago and usually people in here complain if a buyer is impatient and expects goods too soon. Posters then often go into a host of reasons why something may be delayed, and say buyers should be patient etc

Your buyer went the other way and waited.. and waited. I probably would have written to you about the end of Nov to ask when i could expect the item. But your buyer was patient... and frustrated.

Didn't break into negative feedback, communicated with you first.

Then once they understood the situation, gave you positive feedback.

I think the buyer was a very reasonable person. They waited patiently, then from their viewpoint, they didn't hear a thing from you or have any indication of what was wrong, all they did was touch base to find out what the problem was.

Once they were reassured you were a decent seller and none of it was your fault, you hadn't forgotten them or tried to rip them off, they relaxed.