topic Re: Pls Help...Unfair Negative Feedback received from Buyer... in Selling

Pls Help...Unfair Negative Feedback received from Buyer...

murrayriverdreamin — Fri, 01 Feb 2013 03:17:09 GMT

Hi all.

Some advice please.

I sold 2 "BNWT" Cami Tops to a buyer who claims they are faulty. She claimed the wire in the bra section was poking through (possible I guess).

I offered her a full refund upon returning these to me. She queried the fact that she should pay postage back. I told her items could be packed flat and posted for $1.80 in an A4 envelope, so hardly any cost to her.

Then without warning she gives me 2 lots of Negative Feedback. I assume in revenge for me not offering to pay the postage back ??? Not really sure.

I have been very polite with her and honest.

Her Neg also assumes my items are not brand new which is a pure lie.

Please help. I contacted Ebay and all they could 'apparently' do was send the buyer an email requesting they amend their feedback.

Thankyou.

Regards,

Fiona

Re: Pls Help...Unfair Negative Feedback received from Buyer...

digital*ghost — Fri, 01 Feb 2013 03:37:57 GMT

I offered her a full refund upon returning these to me. She queried the fact that she should pay postage back. I told her items could be packed flat and posted for $1.80 in an A4 envelope, so hardly any cost to her.

Buyers generally do not like to be out of pocket on a purchase if there is a fault with the item, and I personally cover all expenses if there is a problem (depending on the circumstances, I either offer to send a pre-paid and addressed satchel, or provide a full refund + the cost of return post when I receive it back). I'm not saying you "deserve" the neg, nor making any other assumptions about yourself or the buyer, but in general not offering to cover return postage in such situations is a sure way to get a buyer off-side, particularly as, if they had planned to use the item for a certain event or can't easily replace it quickly and at similar cost, they have already spent time in purchasing, waiting for arrival, then posting it back, with nothing to show for it - understanding the buyer's perspective, is, in my opinion, the key to knowing how to respond to issues like this.

If you have any doubts about a buyer's claim that the item is faulty, you can always request a photo of the damage before deciding what to do - if I want to see a photo, I usually just ask them to send a pic so that I can assess the damage and work out the most appropriate option(s) to offer (which will usually be replacement partial refund if it's still usable and they want to keep it, or full refund on return, and only ask that items be returned if they don't have any use for it but I do...)

Re: Pls Help...Unfair Negative Feedback received from Buyer...

motherbear2003 — Fri, 01 Feb 2013 03:44:35 GMT

I'm surprised she keep buying on ebay; have a look at her latest feedbacks - so many red dots:O

Re: Pls Help...Unfair Negative Feedback received from Buyer...

austeam — Fri, 01 Feb 2013 03:47:18 GMT

Phone eBay and report the buyer. This is obviously a scam. Nobody would keep shopping on eBay if they were having such bad luck with every purchase.

Re: Pls Help...Unfair Negative Feedback received from Buyer...

austeam — Fri, 01 Feb 2013 03:51:07 GMT

If eBay won't remove the negs try this: http://pages.ebay.com.au/help/policies/defamation.html

Re: Pls Help...Unfair Negative Feedback received from Buyer...

phorum_junkie* — Fri, 01 Feb 2013 06:20:51 GMT

Well first off there is no way she could return them by trackable means for $1.80 however much she squashed them.

It it were me I would have asked her for a photo of the fault and if it was provided then I would just refund and tell her to keep them, if she couldn't or wouldn't provide a photo then I would have asked her to return them and once I confirmed they were not as described I would refund her the return postage.

If they still left negs after that then so what, two red dots in a sea of green is not going to put buyers off as is evidenced by the number of people coming here surprised they did not get what they expected when they buy from a seller with 98% feedback and a few hundred negs.

Re: Pls Help...Unfair Negative Feedback received from Buyer...

davewil1964 — Fri, 01 Feb 2013 06:33:38 GMT

A buyer you DON'T want to leave you feedback. Has plenty of incoming but the only feedback left in the last 2 years has been negative.

Re: Pls Help...Unfair Negative Feedback received from Buyer...

truck-land — Fri, 01 Feb 2013 13:55:42 GMT

Don't worry about it I feel because you're more than likely going to get more negative flack here than you will in your selling on ebay. Trust me!

From diwrecktor and domsa_mcp

Re: Pls Help...Unfair Negative Feedback received from Buyer...

murrayriverdreamin — Fri, 01 Feb 2013 23:25:44 GMT

Thanks, I do understand where you are coming from. I look at it this way. When I purchase something from the supermarket or any where for that matter, and find when I return home the product is faulty, I simply drive back to that shop and ask for a refund. I donnot ask the shop to re-imburse me for the petrol I used to take it back...

Anyhow in saying this, my buyer appears to be shirty with me from the start, and as I said I have been nothing but polite with her. When I looked at her feedback history (especially feedback she has left for others), I get the impression she is just one of those "difficult" customers that cannot be pleased, no matter what. So even if I had offered to pay postage back, I get that gut feeling that I would have been neg'd anyway. There is just no reasoning with people like her.....

Cheers,

Fiona

Re: Pls Help...Unfair Negative Feedback received from Buyer...

murrayriverdreamin — Fri, 01 Feb 2013 23:31:14 GMT

ps: I have offered her a full refund and to keep the items once the negs are removed LOL - Who am I kidding 😉

Not fussed really, as someone said, I have a terrific selling record and buyers wont be turned off by her negs 😄

Re: Pls Help...Unfair Negative Feedback received from Buyer...

phorum_junkie* — Sat, 02 Feb 2013 02:48:39 GMT

Regardless of their motives or the validity of their complaint I too would have left you a neg if you told me to return something by squashing it in an envelope and sticking a stamp on it.

I know you may have thought what you said was polite but that comes over to me as extremely ill advised and almost asking the buyer to risk losing the right to a refund by not using trackable post.

Did you even ask them for a photo of the damage?

Re: Pls Help...Unfair Negative Feedback received from Buyer...

austeam — Sat, 02 Feb 2013 03:53:59 GMT

ps: I have offered her a full refund and to keep the items once the negs are removed LOL - Who am I kidding 😉

Not fussed really, as someone said, I have a terrific selling record and buyers wont be turned off by her negs 😄

I think you have given her exactly what she was fishing for.

Last positive left for a seller was May 2010 yet she has received more than 200 feedback from sellers since then. It would be interesting to know how many of these sellers gave her a refund on her item.

Re: Pls Help...Unfair Negative Feedback received from Buyer...

izabsmiling — Sat, 02 Feb 2013 04:39:06 GMT

I'm sorry OP. I've had a look through the fb your buyer has left others' .The last couple of pages reveal a family trauma...certainly has been some significant problems throughout the fb history.

Re: Pls Help...Unfair Negative Feedback received from Buyer...

izabsmiling — Sat, 02 Feb 2013 04:42:35 GMT

A buyer you DON'T want to leave you feedback. Has plenty of incoming but the only feedback left in the last 2 years has been negative.

I remember reading of similar case a couple of years ago.I think eventually enough sellers must have made a complaint as the ID ceased to exist and the negs were removed.

Re: Pls Help...Unfair Negative Feedback received from Buyer...

izabsmiling — Sat, 02 Feb 2013 04:57:34 GMT

I can say that in that one case I mentioned going back a couple of years ago the buyer in one case claimed to be late in paying ,communicating and then responding to an unpaid item as they or a family member where in hospital or had died.At that time they were still buying and leaving fb for others...mostly negs. One of the things they said in fb left were that sellers were rude and lacked communication skills.

I was one of the sellers .It was by first and only neg ever.Many other sellers also recieved their first and only negs from that buyer (a whole lot in a short period of time).

Re: Pls Help...Unfair Negative Feedback received from Buyer...

davewil1964 — Sat, 02 Feb 2013 05:11:31 GMT

My point, iza, was that they have bought heaps over the last 2 years, but leave either negatives or nothing. Mainly nothing.

Re: Pls Help...Unfair Negative Feedback received from Buyer...

izabsmiling — Sat, 02 Feb 2013 05:33:11 GMT

I understand what you are saying Davewil

No feedback is the best kind of fb in that case.

Re: Pls Help...Unfair Negative Feedback received from Buyer...

i-once-was-bump — Sun, 03 Feb 2013 05:14:14 GMT

I'm sorry OP. I've had a look through the fb your buyer has left others' .The last couple of pages reveal a family trauma...certainly has been some significant problems throughout the fb history.

I didn't see any mention of a family trauma, am I looking at the wrong buyer?

I am looking at ss-forever. (I have changed it a bit so as not to mention the actual id)

Re: Pls Help...Unfair Negative Feedback received from Buyer...

izabsmiling — Sun, 03 Feb 2013 05:31:50 GMT

that's correct Bump.fb left for others pg 12 (i think ?)

Re: Pls Help...Unfair Negative Feedback received from Buyer...

natwinz — Sun, 03 Feb 2013 05:45:38 GMT

My stuff is quite heavy so my cheapest postage is $6.50 so sending a bag to "displeased' buyer is rarely an option. I have been on ebay for 6 years and have had them al, re weird complaints....I make my own wax products.

Since I started using click and send which offers cheaper satchels than the post office and includes tracking, I have had only ONE person saying they did not get their parcel. You are right about the ones who complain of 'faulty' stock though.

Does e-bay check to see if these buyers are SERIAL COMPLAINANTS? (scammers)