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Hello Everyone!
I am so upset! This buyer purchased 2 goblets from us and received the it on Monday. He give me negative feedback 3 days later stating he only received 2 instead of the 3 and only of them were broken. I found out he also did this to another reseller, stating item arrived damaged and reseller gave him feedback saying he didn’t respond. The listing was adjusted on Monday for 3 and trying to sell off the rest that I have, which I believe caused the confusion for him because he purchased it before. There’s no phone number anywhere so I can reach out to him.
I gave Ebay proof of the packing slip. Spoke to 2 people today and they’re not removing it.
I asked Ebay, what if the buyer does not response with proof that it is broken or communicates?? There’s just telling me to response to the feedback so the customer will know my side of the story.So frustrating!
I reported the buyer to their feedback department and hope something can be done.
Thanks!
Lilly
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Here you go –
I guess for both reasons.
Negative feedback rating 8 Oz Glasses 3 Goblets Cup dam one glass came broke and wasnt 3 glass 2 came
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Have you messaged the buyer? Usually eBay sellers do not call buyers since the point is to have a documented conversation in eBay’s system.
If one of the items arrived broken, then ask for a photo. Then say you’ll give him a refund. This is the fair offer to make and eBay will want to see you’re trying to solve the problem.
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I wrote to him and provided a copy of his packing slip. Also let him know we would want to make sure to take care of him. No response as of yet. I’m hoping he’s going to respond. This is the second time I’ve had an Ebayer just leave negative and not communciate, without giving us a chance to make it right for them since I started last year.
I’m going to reach out and message him again tomorrow.
There’s nothing I can do.
Appreciate your support.
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Understood. Sounds like you’ve done everything that can be expected from a great seller.
If it helps, almost every neutral/negative feedback we’ve received has been in a similar way. No communication. The buyer doesnt seem to want anything. Just grumpy.
Sometimes we can get these feedbacks removed, but it doesnt hurt our ability to sell. Negative feedbacks happen.
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I had a similar thing happen to me this week. A buyer left negative feedback “very bad quality”. Months ago, this would have bothered me greatly, and I would have tried to do something about it. This time, though, I was unfazed.
This was a GSP buyer, and, if I offered to pay for a return, I would have had to pay original shipping to Europe & shipping back plus the original purchase price. I had no interest in doing that, and he had not contacted me wanting to return it.
I looked at his feedback left for others and saw several other buyers who responded to his feedback with something like “serial leaver of neg feedback, item as described & clearly pictured, no contact”. So, I copied that over to my response, and now I’ve moved on.
It is so much better now that I can do that.
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Sharyn,
You made a very wise decision not to reach out to your buyer and offer a return. We have learned this week that basically, the GSP is a “no return” service. When someone asks for a return, your only option is to refund and not get the item back especially if they are saying item not as described.
We did find a way to provide a return label but the cheapest option, the economy service through FedEx was $137 for a 3 lb. package. UPS was $231! Neither was a viable option for a $50 dress.
Our initial reaction was “Why continue selling through the GSP?”, but after we calmed down;-) and looked at it logically, we decided to continue. From now on though, we will check the feedback the buyer has left for others before accepting an offer through the GSP. Our buyer is a serial abuser of the GSP, and it was very apparent on her feedback left for others page.
This may end up being our first negative feedback, as our buyer seems to often leave those even when receiving a refund. Hope we can mirror your attitude if that happens!
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My attitude has changed over time. Jay and Ryanne have certainly helped with their podcast and forum comments. The fact that I have built up my store, and I am making more money, helps too.
I know that you can set up your account to block buyers with unpaid item strikes, policy violations, etc., but not negative feedback left for other sellers. So, you would have to cancel a sale based on what you found after they buy something from you. A canceled sale would be a strike against you, but I guess not as bad as having to accept a return.
Maybe I will be more careful with GSP buyers, but I don’t know what criteria I would use to cancel the sale. That is something I’ll have to think about.
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I don’t think that we would cancel a sale, but when GSP buyers make offers we’ll definitely be checking the feedback that they leave for others before considering the offer. This particular buyer had 8 or 10 negative feedbacks on their first page of feedback left for others.
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