---

@roseblack wrote:

 

 

I would like your opinion please? Do you contact buyers after receiving neutral/negative feedback. Also if you contact customers and have success reversing the feedback, do you have a script I could use for first contact?

 

---

I don't contact them anymore, half of them state the issue in the feedback comment and they're actually non issues as far as I'm concerned (stuff like "smaller than I imagined" - I have contacted on a couple of occasions in the past and communications were amicable, but every single time the buyers never actually wanted me to do anything about the situation, sometimes they admit the mistake was theirs but not in a way that helped me convince eBay to remove the comment, and a couple of times it's been clear to me the buyer is using bad feedback as a tool to prompt voluntary refunds from the seller. 

Buyers who want me to do something contact me, so I've just decided to leave it at that and respond to no-contact negs / neuts to say there's options available if they're not happy.

As for a message template, I sent this example to someone in a similar situation as yourself recently, and you're welcome to it as well, if you can use it. (Below is an excerpt from a different message, and is more specific to their circumstances, so a few changes would be needed)

In the past, I'd make particular mention of the lack of contact as well, but I used a "softly, softly" approach with a no-contacter, so they'd be more likley to respond (especially if the problem was just their mistake, that way they're more likely to respond and admit it) so messages would be a bit like this:

Dear [buyer]
I'm contacting you as I've noticed the feedback you left for your recent order suggests the item you received wasn't as described. I'm sorry to see that you didn't feel like you could contact me about this and am very concerned, as I take every measure to ensure the quality of my items and I'm always happy to assist resolve any issue that might occur. Just so that I am able to understand the issue, help resolve it for you and take measures to avoid it happening again, I would appreciate it if you could get in touch and let me know the nature of the problem with the item you received.
Thanks in advance for your kind assistance.
[Seller]

Feel free to add or use any of that if it appeals.