Got a negative reversed, thought I'd share how

[mickdog]

So I had mentioned in my “numbers” post for September that I had a return on a blanket. It was a promotional blanket sealed (new) and I had “sold similar” from an listing I found. That seller had described it as fleece, so I did as well. Sold the item, person received it and said it wasn’t fleece and he was returning it. I have hassle free returns, accepted the item, got it back and promptly refunded and paid for shipping both ways. I felt the blanket, probably is fleece but it is so light I see why the guy didn’t want it. Relisted it as an open item, removed the word fleece and resold for a few dollars less than the first sale. Thought I was done with that item.

Late October I get a new negative, from the original buyer which said something like “Item was not the quality it should have been.” I was, to say the least, annoyed especially as this sale was 45 days ago. Why all the sudden decide to leave a negative when you got a full refund a month ago?

So first, I did nothing and instead thought about what I was going to do and not do. I wasn’t going to respond to the feedback directly because I know once you respond they (eBay) usually won’t then remove it. I also didn’t call eBay because I knew they’d ask me to “reach out to my customer” first before helping me.

So instead I came to the forum and searched on topics of how people asked for a feedback reversal from customers. Read those and digested them. Then I did some research on my customer, I quick google search on his name and city, confirmed what I thought based on communication: Grumpy old man in his 70s. (Side note, my only other negative is also from a GOM!) So I crafted my email with his probable personally in mind: likely wants to be respected and have choices (note my neutral reference below) so I wanted to be deferential, and he probably would respect the small business owner angle. So here is what I wrote:

“Hi, I saw that you left negative feedback today. I was surprised as this was a new in package item that you requested a refund for which I immediately honored, paid for return shipping, and promptly refunded you via PayPal in full once I received the item.

As a small business owner I take my customer service seriously (which is why I offer hassle free returns) and I felt I did my best to make the situation right. I’m sorry that you feel that I did not and subsequently left negative feedback.

If you reconsider this choice, I can send a feedback revision link, and I would be most appreciative for neutral or positive feedback. If not, thank you for your time and I wish you the best.

Michael at mickmod vintage”

I figured probably I wouldn’t get a response, or get a nasty one, but instead I got this response a few hours later: “I understand…….please send the revision link and I will gladly change it to a positive choice. Sorry.”

I replied thanks, said he would get a separate message regarding revision, and quickly sent that. Within another hour my feedback went up 2 and he wrote: “Item was returned and refund was issue pronptly….good service!”

It took a little work and a little thinking but this one worked out for me. I’m guessing most of the time it won’t but if this post helps anyone else get a feedback revised by their customer, I’ll be thrilled.

[Amatino]

Nicely handled, Mickdog.

[Sharyn]

I’ve saved your message in a notes file in case I ever need to use it (with adjusted wording, of course).

[BigSally]

great job!

[bcfol440]

I really liked that you sent the feedback revision link directly, makes it easy and no fuss for them.

[Author]

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