- This topic has 13 replies, 9 voices, and was last updated 6 years, 11 months ago by
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I try to not let feedback make me nuts, but here I am. Nuts.
A customer wanted to return a pair of boots on the 30th day. Fine, whatever.
Customer handprints address and uploads incorrect tracking to eBay, thus making it untrackable.
Customer reaches out to me, I professionally and courteously respond asking for her to double check tracking # because it was not a valid #.
She sends correct tracking and we finally locate her package and a refund is given.
Neutral feedback is left saying we were brash and unhelpful.
eBay will not remove neutral even though they agree we were professional and helpful in all communications.
I now have two neutrals from impossible customers and one negative from a total lunatic. All of our other feedback speaks to our service with glowing reviews.
I hate when people willy nilly hurt good sellers with crappy feedback.
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I truly feel there are buyers who enjoy ruining a 100% feedback score. Every time a negative drops off after a year, someone comes around with a undeserved negative just to mess me up. I get one negative for a year, no others, then it drops off and someone feels the need to bring me back to 99%.
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Ugh my one negative is due to fall off soon and this makes me worry. I have SO much anxiety every time I see y feedback number change because I’m afraid of the impossible to please people. I also get anxious every time I get a message from a customer. I swear I’ll have PTSD by the time I’m done with eBay.
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@Jay I hope that potential customers understand that a percentage of the population is difficult or impossible to please.
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Sometimes out of curiosity, I’ll look at the feedback left for others if a seller has one negative and millions of positives. That’s usually where you find a pattern. “I HATE everything I buy and yet I keep buying stuff on Ebay! My life is so hard.”
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One or two negative or neutral feedback from an obvious loon on eBay doesn’t keep me from buying. The exception being if the seller matches the crazy comment with their own crazy followup. If the seller responds professionally or not at all, I will still buy from them. If they use the “respond to feedback” option to rant about the buyer, then I pass.
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Negatives only bother me if it is a new seller and they are racking them up quick, or if it is a recent pattern. I figure someone even with a low-90’s feedback selling “picky” items is fine as long as I’m not picky about condition.
I figure any retail store would think they are doing well with 92/100 satisfied customers.
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@AtomicStar: I get you, as we are recovering perfectionists. We would be 99.9%…and that 1 negative would annoy us.
Now…we don’t care. We look and see if there was anything to learn to improve our business. If so, we are now better, and can improve going forward. If not…we don’t worry about it.
We have gotten to the place that their unhappiness doesn’t have to affect our happiness. Our empathy and helpfulness has a boundary.
After that, we realize the problem is them…not us…
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I have a problem with giving feedback to buyers. I just use a generic “Many thanks!!!”, which seems somehow ungrateful, but anything else just seems a bit pompous. Or something. “Yeah, I listed this for £25 and you offered £10 but because I found it in a dustbin with a rat chewing on it and it’s just cluttering up my place and giving me diseases I accepted your measly offer and Many Thanks!!!”
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@BCFO: I think if they take this away, they will have to add something else in for comfort, validation, and outlet.
Part of the reason this is here is to show reputation so that buyers feel comfortable purchasing from that seller. Amazon does this at the item level with reviews, as it is assumed that the seller doesn’t matter as much as the item in their case (new items). With used items, reputation will have to be on the seller that the item is what we say it is.
Plus, letting the customer have their say gives them an outlet if they are unhappy.
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