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

[murrayriverdreamin]

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

[digital*ghost]

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...)

[motherbear2003]

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

[austeam]

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.

[austeam]

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

[phorum_junkie*]

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.

[davewil1964]

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.

[truck-land]

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

[murrayriverdreamin]

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

[murrayriverdreamin]

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 😄