topic Re: Negative feedback received because buyer did not read description properly in Selling

Negative feedback received because buyer did not read description properly

hhelicopters — Wed, 28 Jan 2015 09:12:31 GMT

Hi all,

Long time ebayer, first time poster. I have never had any issues with ebay or buyers. Have always been helpful to my buyers and my listings are as accurate as possible.

One buyer purchased a helicopter kit. In the description it clearly stated what it came with, and whar else was required.

Buyer contacted me and I advised the other parts are available. Did not hear anything back until i noticed the negative feedback claiming i totally ripped him off.

Should I be entitled to have this removed? Should a buyer be able to leave negative feedback becuase they didn't read the description properly?

Because of this single negative feedback, ive gone from 100% to 93%!

Re: Negative feedback received because buyer did not read description properly

i-love-my-sheep — Wed, 28 Jan 2015 09:32:40 GMT

Why am I not surprised it was a low feedback buyer? They always seem to go for the jugular, without trying to resolve with the seller first. I had a look at the listing and I am assuming the "included" is what comes in the box and the "minimum required" is the other things you need to buy to make it fly?

I looked at model aircraft for my husband a few years ago and each one in the shop was just the kit to build the actual plane. The motor and everything else was extra. It clearly stated on the boxes that the motor and other bits weren't included.

If everything is clearly stated in your listing, it might be worth RINGING eBay and talking to a supervisor about getting the feedback removed. With any luck they will remove it and fix your stars up too, which I'm assuming that buyer also trashed. If they say they can't do anything, don't give up, call back (or get a supervisor to call you back, apparently you get someone with half a brain when they call you back) and try again. Sometimes it can take a few calls.

Maybe to avoid any confusion with other potential numpty buyers, change the minimum required" to "extras you need to make this fly" (or something to that effect). Then there is absolutely no confusion.

Re: Negative feedback received because buyer did not read description properly

harley_babes_hoard — Wed, 28 Jan 2015 09:32:59 GMT

I can see why they feel cheated. If I was buying a kit I would expect everything it needs to work. Otherwise you should clearly point out in the title "no motor"
No ebay won't remove the feedback, it's the buyers opinion and how that felt about the transaction.

Re: Negative feedback received because buyer did not read description properly

hhelicopters — Wed, 28 Jan 2015 09:36:36 GMT

Thanks for the tips. I have contacted ebay and waiting to hear a response. I will give them a call tomorrow and see what i can do.

I think i'll definately make some changes in the future and clearly write Included/Not Included!

Re: Negative feedback received because buyer did not read description properly

amazonchicky — Wed, 28 Jan 2015 09:37:48 GMT

To be honest I would find your listing confusing.

Under the includes heading you say kit, but what's in the kit? I would be incredibly specific for people like me who know nothing about your items.

Re: Negative feedback received because buyer did not read description properly

hhelicopters — Wed, 28 Jan 2015 09:45:38 GMT

Thanks for the comments. In the model industry a kit is only the aircraft itself, this is something well known. But I guess for someone not familiar it could be taken any way.

However the buyer did ask for a list of everything he needed "except for the radio" so he had some idea of what he needed.

Again, it did state the minimum required, with the engine at the top of the list.

Re: Negative feedback received because buyer did not read description properly

hhelicopters — Wed, 28 Jan 2015 09:48:10 GMT

If the buyer didn't really know what he/she was getting, you would not buy something without at least asking, especially if its something they're not familiar with.

Re: Negative feedback received because buyer did not read description properly

amazonchicky — Wed, 28 Jan 2015 09:49:49 GMT

Yes but say I'm buying this for my Dad. I have NO idea about the industry or what is normal or usualy or what 'minimum requirement' means.

I buy a kit that is described as a kit. Being a numbskull, I would expect it to have the bits that go unless you make it clear.

This kit includes:

4 wings

2 nuts

7 bolts

This kit does NOT include:

engine

oil

knobjockeys

Most of your buyers will not read your listing so you need to make it really obvious :).

As for your buyer who asked for and received a list? See above items not included. I think you found one.

Re: Negative feedback received because buyer did not read description properly

harley_babes_hoard — Wed, 28 Jan 2015 09:50:21 GMT

yes I think you need to make it very clear for simpletons like myself who know nothing about models. People might be buying these as gifts who know little and might be too afraid to ask as well.

Re: Negative feedback received because buyer did not read description properly

hhelicopters — Wed, 28 Jan 2015 09:56:18 GMT

Lol, so if buyers wont read the listing anyway, i could say it includes a BMW car and they wouldnt know! 🙂

I definitely have learned from this but considering the buyer asked for specific parts AFTER the purchase, the feedback is out of spite or something.

Re: Negative feedback received because buyer did not read description properly

digital*ghost — Wed, 28 Jan 2015 10:03:47 GMT

I read your description, and unfortunately I have to agree with much of the above - I wouldn't know what I was getting in the kit, and what else I needed to buy, only that the kit is unassembled (and presumably doesn't arrive with fuel, since that couldn't be posted).

I think your lists would be better off separated as "Included", and "Not included, but needed for operation", or similar.

EDIT: Just realised my post was a tad redundant. Should check for and read new posts before adding mine.

Re: Negative feedback received because buyer did not read description properly

springyzone — Wed, 28 Jan 2015 11:59:29 GMT

As others have said, your ads aren't anywhere near clear enough for the novice buyer.

It is all very well writing Required.

You need to put in brackets after it (Not supplied with this kit. You will need to purchase these separately).

Re: Negative feedback received because buyer did not read description properly

best.buys — Wed, 28 Jan 2015 12:40:52 GMT

hmmmm, perhaps i had better add something to all my dvd listings - "Movies don't spontanously play" you will need a dvd player to put them in.

hang on - also player needs to be hooked to a television for player to work.

both also need to be turned on at the wall

Re: Negative feedback received because buyer did not read description properly

whiznumber6 — Wed, 28 Jan 2015 12:44:14 GMT

At the risk of sounding unpleasant, it's probably best to write item descriptions on the assumption that those reading them actually need to be told to breathe in and breathe out. To not step off the kerb into the path of a speeding semi-trailer. To not whiz on the electric fence. Which way is "up".

Assume that "The Average Ebay Buyer" has the IQ of a plate of cold meat, and write your description accordingly. Spell EVERYTHING out.

In reality, the majority are fine, and will ask questions if they feel they need more info - but, as you've just found out, it only takes one idiot to ruin your feedback. So, don't give them the chance. Assume they're all dumb until proven otherwise, and bullet-proof yourself. Then, if some turnip negs you on "item not as described", you've at least got something to take to eBay.

Re: Negative feedback received because buyer did not read description properly

go-tazz — Wed, 28 Jan 2015 20:38:16 GMT

@hhelicopters wrote:
Lol, so if buyers wont read the listing anyway, i could say it includes a BMW car and they wouldnt know! 🙂

I definitely have learned from this but considering the buyer asked for specific parts AFTER the purchase, the feedback is out of spite or something.

Sounds like they might know how things are with those models so include that in any correspondence,(if the

questions came via the eBay messages they can have a look).

Re: Negative feedback received because buyer did not read description properly

transport-posters — Wed, 28 Jan 2015 20:58:32 GMT

I doubt you will get the comment removed as eBay will probably say something like, "If the buyer feels this way then they have a right to say that and people will see you have heaps of positive comments compared to this negative one."

The same exact thing has happened to me and that was eBay's response. Some buyers either don't read the details fully or simply don't understand the details, or make the effort to do research to understand it.

Re: Negative feedback received because buyer did not read description properly

springyzone — Wed, 28 Jan 2015 21:56:54 GMT

hmmmm, perhaps i had better add something to all my dvd listings - "Movies don't spontanously play" you will need a dvd player to put them in.

hang on - also player needs to be hooked to a television for player to work.

both also need to be turned on at the wall

-------------------

There were recently some sales that were under discussion here on the board. Someone listed a PS4 box, and some buyers assumed the box had the player in it. but it was just an empty box and the ad didn't really, 100%, spell that out. The seller in that case was a scammer but the ad should have given people pause for thought. But it didn't.

Okay, maybe you think buyers are stupid and probably some are.

But when there is any room for confusion, it is better for a seller to spell it out, be explicit, even more than they think they need to be.

What happens is if someone buys a thing and it isn't exactly as they thought it would be, they can sometimes feel cheated.

Now maybe they weren't, but that is how they feel!

If you were to sell DVDs and showed them next to a player, you would probably need to say 'Player not included'. Even if your ad individually listed each and every DVD.

The way i see it is this-if a seller can make life easier for themselves by tweaking a listing to make it absolutely crystal clear, then why not do it to avoid any hassles?