Got a negative and a return request: Exercise in patience and positivity

[Retro Treasures WV]

So I’ve been doing well selling a large lot of women’s jeans I bought. I got a return request today for fit with a note that said I put the wrong size on the listing. Mind you this was a request and not an INAD case.

So I went on the pc to look at the case and the listing description to see what I screwed up when I notice I had a new negative feedback. Sure enough, the person had already left a negative feedback stating I put the wrong size on the listing.

I’ve been conflicted when I list jeans whether to stick straight to tag sizes or to list the actual sizes. In this case the actual dimensions were way off from the tag dimensions: waist was actually 28″ instead of 26 and inseam was actually 34 instead of 35 on the tag. So to stave off confusion I just listed item as the actual dimensions and noted these were the actual dimensions in the description. I also have a photo of the tag.

Grr….

Anyways, I’ve messaged the buyer to ask them why they left me feedback before they gave me a chance to make things right, which my feedback clearly shows I always make things right. Since they did a request instead of an INAD, I’m gonna make them work for that return. If they’re snarky to me I’ll just decline the return and eat the negative. I already have it and I’m not gonna jump through hoops and beg them to remove it.

So I’ve relaxed, responded, have a path forward, and moving on with life either way.

[So Cal Joe]

So, I’m guessing you agreed to accept the return (for fit). Of course that puts the the return shipping on the seller. Maybe you’ll get lucky and she won’t send it back on time. Then you can close the case and her negative feedback should disappear.

I believe that some buyers are going to be problems, regardless of how you list the item. Some days you just can’t win, no matter what you do.

Then the only question is “Do I have any Beer in the fridge?

[AdventureE]

This sounds like a very frustrating situation. Even if you deny the return, they can easily call eBay and ask for a return label which eBay will give them and charge your account. Instead of waiting to respond in a manner that matches what she does, I would offer that you respond in a manner that takes care of you. I would offer that you accept the return with the question in mind – how much time do I really want to spend on this? With the many other things you may want to be doing in your life and with the other items you could be listing, do you really want to give this situation a lot of your time, energy, power, and peace of mind? I would also like to offer that you may block buyers if you deem it appropriate.

[Jay]

The rare negatives we get sound exactly like this one. It happens. Some buyers are just quick to leave a negative with no communication. I just assume they have other bad stuff going on in their lives and this was the one action they could take to vent.

[Retro Treasures WV]

I’m a big believer in communication. Two sides actually talking solves a lot of problems. I’ve only ever received one other negative. I reached out to that guy and it ended up Fed Ex had damaged the package. I was able to get him his money back and he kept the radio. He also removed the negative feedback. I would hope that my positive interaction with him led him to engage directly with sellers in the future if there was a problem.

I’m in a mood. Maybe I’ll call this person on the phone. I’m more than happy to make them a little uncomfortable just to so they know their passive aggressive communication style affects real people – not a corporation.

In the end ebay feedback is a lot like a car horn. Some people use it effectively, but most people just randomly hammer on it at the first sign of things not going exactly the way they want it to.

[T-Satt]

We have this trouble as well with jeans. We have noticed that the actual measurements on most Women’s Jeans are larger than the tag, mostly the waist. So as long as the actual measurements are within 2″ on the waist to the tag size, we list the tag size in the title, item specifics, and as Size in the item description, but we provide the actual measurements as well. Many buyers of specific brands know that the brands run different to the tag size.

[Retro Treasures WV]

Customer responded. Apologized for leaving the negative and asked how they could fix it. I gave them a full refund, let them keep the item, and submitted a revision request to which they promptly responded to positively.

I like to reward customers who are open to constructive communication. Makes me feel good to treat people the way I’d like to be treated.

Another negative turned into a positive with communication, patience, and positivity.
::Self-high five::
::Self Back pat::

🙂

[T-Satt]

“Another negative turned into a positive with communication, patience, and positivity.”

Ain’t it funny how so many problems can be resolved with that very mindset…

Well done!

[Linda Shields]

Good for you, Retro! I find it is a good thing to personally talk to customers on the phone. It builds trust.

[Author]

Posts