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I received a negative feedback yesterday and was unsuccessful at getting it removed. I’m asking for advice on if I should try again and what to say or is it a lost cause and should I just reply to teh feedback.
Last week, a buyer messaged asking if I’d take less for a pair of boots. The message was late at night so I was asleep and didn’t reply and woke up the message followed by the sale at full price.
The day the boots were delivered, the buyer messaged me that the boots had wedge heels and I didn’t say this and she didn’t want to return the boots but wanted a discount. First, I didn’t say anything at all about heels or no heels anywhere in the listing or specifics — I just took lots of photos.
I replied offering a $10 partial refund or she could return for refund. After about 5 days she responded that she didn’t think $10 was enough. I replied saying I was sorry to hear that and she could initiate a return through ebay for a refund.
No reply but she then left negative feedback saying I didn’t say boots had heels and she paid $70 and I offered $10 credit or return.
I called ebay and said that this looked like retaliation for not offering her a bigger refund without return. The rep said this was close to retaliation but since she didn’t actually threaten negative feedback, it wasn’t retaliation.
Is it worth trying again to talk to a different Representative. If so, what should I say? Can she leave negative feedback for me not saying something, i.e. not saying heels or flats or anything describing this, just showing photos.
If I can’t get it removed, I was thinking of replying something like, “Photos of boots were shown in the listing from all angles. Buyer was offered a refund if she returned boots.”
Any advice? Thanks
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yes, post that reply to the feedback and then call ebay again. and say this is buyers remorse and that you offered a fair discount (though you really didn’t need to) and that you take returns for any reason. this buyer was fishing for money back on an item she clearly wants to keep.
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Thanks for the reply. I tried again but still couldn’t get it removed. Rep was sympathetic and agreed that buyer could tell heel-ness from the photos and that it looked like the buyer wanted a bigger refund and to keep boots but still wouldn’t remove. Just said that my reply looked professional and future buyers would see that.
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You can live with negative feedback. Your store will still be successful. As long as you don;t have a steady stream of negatives because of bad practices. You’ve just had a grumpy buyer.
No matter what we’ve done, we always have at least one negative and one neutral every year. It’s just the cost of doing business. Those sellers who have perfect records all the time are incredible!
That being said, just keep asking for that negative to be removed each time you call eBay. You’ll find the right customer service rep who will do you a solid.
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Food for thought, consider messaging the buyer again. Start off by saying you are sorry that they appear to be upset that the options you offered were not acceptable. Then ask if there was something else you did, or if the feedback they left was just because you did not give them more money back.
If you can goad them into responding any form of yes to that question, you should easily be able to get the feedback removed.
After that, it is at your discretion if you want to gloat to the buyer that they gave you what you needed to remove the feedback. Lol!
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Retro — thanks for your advice. I tried this and sent a message saying i noticed the negative feedback and was sorry she wasn’t happy. And then I asked, “Was the primary reason for the negative feedback that I didn’t offer a large enough discount?”
She responded back “Probably” since she wouldn’t have spent $70 on these boots and she didn’t want to wait in line at the post office to return.
I then tried to call eBay again and once again was shot down. This rep wasn’t sympathetic at all and said this wasn’t feedback extortion.
I don’t know how other people manage to get feedback removed!
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It stinks ebay won’t work with you on this. Put it behind you, but next time you call in bring it up when they ask if there is anything else they can do. If they don’t help that time then ask for a supervisor and make a stink about it. That is a definite retaliatory feedback.
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