posted on April 19, 2001 09:01:44 PM new
I just had a negative feedback left for me that I feel is unjustifed. What really burns me is that the bidder didn't contact me to try to work things out first. <sigh> Some people just don't know common ebay courtousy. Anyhow... Here is the negative comment he left (I substitued the widgets part):
item not described well all "widgets" 3/4 to all worn out be weary of this seller
The "item" he refers to was a large lot of over 20 "widgets" that I put on auction. I acurately described them as ranging from fair to NEW condition. In addition, I included pictures of the widgets. I also indicated that the items were sold in as-is condition. The lot was started at $1.00 and ended at $14.50 (so we're not even talking lots of money here!) I have a feeling that he's just disapointed because he probably had his eye on some of the "fair" widgets and had hoped that they would have been "new" ones. Of course... he never asked any questions about them before he bid....
Does anyone have a good response I could leave in my feedback profile? Incidently, I'm a 750+ seller, he's a less than 10 newbie bidder. I'd really appreciate your help. Thanks!
posted on April 20, 2001 05:51:29 AM new
toollady & fraidkat: Thanks for your suggestions! I think I'm looking for something that clears me of blame a little more, though. Anyone else with some thoughts?
eventer: No, I do not have any return/refund policy in my terms. I am in the business of selling items, not passing them from bidder to bidder while they think of creative ways to back out of a deal. I pride myself on my descriptions, which is why it infuriates me when people like this don't read them. Most people are pleasantly surprised by their oftentimes better than expected merchandise.
posted on April 20, 2001 05:54:53 AM new
I'm sorry this happened to you. I received my first and only negative for the same reason. (hopefully my only one (knock on wood)) I described the item in much detail and had 3 or 4 pictures. This was for a $5.00 item too. The customer did not get in touch with me (nor are they really required to) and left me a neg that basically said it wasn't what she imagined. My response was that if she had emailed me I would have gladly refunded. There's not much else to say. Whatever you say keep emotion out of it. When things get personal that's when people get their hackles up and strike back.
P.S. I know exactly how you feel. I felt horrible for a couple of weeks and then I got over it. It also helped when the neg was a few pages back on my feedback.
posted on April 20, 2001 05:55:11 AM new
Well, if you don't have a refund/return policy, then how the heck was he supposed to know he COULD contact you to work things out?
And since you state I am in the business of selling items, not passing them from bidder to bidder while they think of creative ways to back out of a deal, what would you have done if he had contacted you he was displeased?
edited for ubb boo boo
[ edited by eventer on Apr 20, 2001 05:59 AM ]
He could have read the warning on the ebay page before negative feedback is left. It clearly states that before leaving negative feedback you should contact the other person to try to work things out.
If he had contacted me over such a little thing, I would have first tried to smooth things over with kind words... and then would have probably relented to a refund (although it would have pained me to do so!).
llama_lady: Thanks for understanding! It is frustrating.... but I know life will go on. I appreciate your comments though!
posted on April 20, 2001 06:09:32 AM newHe could have read the warning on the ebay page before negative feedback is left. It clearly states that before leaving negative feedback you should contact the other person to try to work things out
Good point. Then again, he didn't even read YOUR description well enough to know what he was getting, much less pay any attention to the language in the neg feedback area.
At this point, I would use the neg to turn it to my advantage.
"Would have gladly refunded had customer contacted me first"
That let's people reading your response know this person jumped the gun & didn't even TRY to resolve the situation.
It also let's them know you will work with customers if there's dissatisfaction.
It also remains calm which is a BIG plus in my book when responding to negs. When I see someone respond hysterically with JERK, IDIOT, LIAR, I'm hitting the back button as fast as I can.
You can turn this neg into a positive for you with the right wording.
I have to disagree... I think eventer has the right idea of turning the negative into a positive by leaving a well-worded response. I often see seller's that don't respond to negative comments... and wonder why?!? Were they trying to hide something?!? Do they just not care?!?! I don't want my bidders to get that impression of me. That's why I posted this thread for some help. So far, I think I'll go something along the lines of eventer's or toollady's suggestions. But thank you for your input!
posted on April 20, 2001 07:06:04 AM new
No, Coonr's right: let it go, move on. Spend the energy on putting up new, effective auctions. Soon the neg'll be on page 2, then page 3, then long gone and forgotten. I got 4 negs last week (and 1600 positives). I shrug and move on. Sh*t happens.
With the time and effort you're devoting to dealing with this one neg you could have sold another 3 or 4 items (and gotten 3 or 4 positives). I think a survey of all the big eBayers shows a rise in the number of negs. Not an alarming number, but some of eBay's biggest used to never get negged: now even the best get one every couple of weeks or so, it seems.
Focus on the positive, focus on what you do best, block this bidder ID from EVER bidding on your stuff again (that'll give you an brief emotional high and 'closure') and move on.
posted on April 20, 2001 07:15:35 AM new
"Item as described. Would have made it right had you contacted me"
I definitely agree with responding to negs, but I wouldn't advertise free refunds for non-reading bidders!
IMO, find a comfort zone to respond with:
Something that covers you for description with something stating you appreciate communication if a buyer is not satisfied.
Good Luck!
only ZOOMIN here
posted on April 20, 2001 07:57:05 AM new
Newbies definitely don't understand the feedback system. They especially don't understand how upset people get about negative feedback, how important it's considered.
How 'bout this (how many characters are we allowed??)
Described as fair to new, sold as is. BUT would've worked w/buyer had he emailed me.
posted on April 20, 2001 08:07:30 AM new
Not to belabor the point, but I see we got a neutral last night. Here's that neutral (and several of the positives we got at around the same time). My point: let the POSITIVES do the speaking for you, don't be coerced into wasting YOUR time on it yourself.
Praise: fast shipping... Great to work with... An asset to eBay!! Thanks!!!!! A+++++++
Praise: Fast shipping, excellent condition. A+++
Praise: Phenomenal!! Fast, friendly - CD in excellent condition
Praise: excellent product, quick service
Praise: Good e-mails and fast shipping. Great seller AAA+++
Praise: great seller. fast shipment. product just as described. highly recommend
Praise: Fast shipment, item as described. Thanks.
Praise: Item exactly as described. FAST, courteous service. What else is there?!
posted on April 20, 2001 08:10:54 AM new
If the auction clearly stated good were being sold "as is" you've done your job correctly.
Buyers need to be aware that "as is" lots are precisely as represented, "as is".
An auction purchase is different than strolling down to your local department store and making a purchase. Their are inherent risks and surprises, both good and bad, that are part of the excitement in the auction process.
Your bulk widget offering was most likely a speculative purchase on the part of the buyer. They ended up being a bit dissapointed with the purchase. Sometimes you win and sometimes you lose. it's all part of the game.
Many board members are going to fire back at me for this opinion. However, I do not believe it is at all a customer service issue. The goods were represented to the best of the seller's ability and the "as-is" verbage was included to further protect the buyer and seller from any misunderstandings. The seller is reputable and is not deserving of the negative feedback. As such, I would return the following feedback:
Feedback unjustified. Goods were sold "as is" and were properly represented.
There is an eroneous belief on the part of a great majority of eBay buyers that goods are returnable without question. This assumption is incorrect and works agains the true nature of an auction purchasing environment. If the above were correct, a buyer could bid as high as the sky to guarantee they win the auction and can simply return the item for refund if they deam the purchase a bad buying decision.
A sellers responsibility is to properly represent the items they offer in auction. the seller of the widgets did their job and should not now have to chase around trying to correct a problem for which they were not the cause.
posted on April 20, 2001 08:14:57 AM new
zoomin, bkkofaz, & CleverGirl:
Great suggestions! Now I just need to decide which one to use! Thank you so much for your help!
Jereth:
I understand your position on this... but I still think that negatives that attack a sellers integrity should be answered. Nuetral comments are easier to dismiss, as oftentimes other comments can easily refute them. However, with negatives, a sellers reputation is often attacked (like when he said to be 'weary' of this seller... his spelling not mine... I guess he's tired of dealing with me?) Anyhow... I do feel I need to defend my stance, AND at the same time use the negative to my advantage to let bidders know that I will work with them IF they let me know about any problems. The neg's already done its damage... I might as well use it to my advantage now!
posted on April 20, 2001 08:21:30 AM new
Its too bad that people never seem to read or ask. Next time wait till you hear back from them before leaving feedback. This is a clear case of buyers remorse.
If you can not neg them back, just move on. Do put them on your bidder block if you do not want to deal with them again.
You can answer the neg with a simple ' buyers remorse'. Its your call.
posted on April 20, 2001 08:28:14 AM new
OK, eauctionmgmt, you're welcome, I'm off to make some money instead. We're getting ready to branch off into a couple of new eBay categories for the first time next month, better hope it's not the one you're selling in. If you're competing with me on eBay you'll find we're cheaper, faster and sharper than you.
I'm sure your intentions are good but I believe customers simply don't care about the negs as much as you think they do. They DO care about excellent prices, quick shipping and no-nonsense dealing.
Nothing personal, but I feel STRONGLY that if you are trying to make money on eBay you CANNOT take the time to respond to problems the way you are doing. If you are trying to make friends on eBay that's another matter. Marie and I am on eBay to make money.
(Book publishers are invited to email me regarding my unpublished manuscript: 'Everything You Know About eBay Is Wrong'.)
No reason to get nasty about it! Your comment about being cheaper, faster and sharper than I am is totally uncalled for. You don't know my prices (they are cheap).... I e-mail and ship EXTREMELY fast... and I consider myself to be an intelligent entrepreneur. If my response to a negative persuades multiple bidders to place a bid, rather than walk away from my auctions... I think I've made a wise decision to invest my time in this endeavor. It is also theraputic, as well as I am stuck at my "real" job with nothing better to do (you have to love computer support jobs in small towns!) While I don't doubt that your tactics work for you, please don't think that others are "less" than you are because they don't agree with you.
posted on April 20, 2001 08:50:36 AM new
Jereth, how rude, nasty, and condescending!
That was totally uncalled for!
eauctionmgnt: You are on the right track and, can I just say, I would buy stuff from you WAY before I would even consider buying from someone like that!
(having a serious spelling problem today!)
[ edited by sharkbaby on Apr 20, 2001 08:53 AM ]
posted on April 20, 2001 09:04:38 AM new
Sorry if it sounded mean, didn't mean to but I stand behind my words. We have completed more auctions than anyone in ebay's history (by a wide margin). I believe I know what I'm talking about.
If what you are doing is working for you then you would not have come here asking for help on what appears to me to be an extremely petty complaint by an apparently petty customer. Your earlier posting made reference to 'the damage has already been done'. WHAT damage? Only damage I see is that you have spent 30 minutes or so that you could have used buying merchandise, responding to GOOD customers, posting autographs, etc. on this little thing. You simply MUST get thicker skin.
Truly sorry if I upset you, but, BOY I feel strongly about this subject.
posted on April 20, 2001 09:13:26 AM newMental note: Add to list of things that I am grateful for ... I'm grateful that I brought myself up with good manners.
posted on April 20, 2001 09:37:00 AM new
Just because a seller makes a tremendous amount of sales, doesn't mean they need to skimp on customer service.
Happy customers are repeat customers.
In RL there are several vendors I will no longer do business with because my small test orders to them were handled with the attitude "oh, they're just a little guy, doesn't matter if we get their order or not".
Little did they know my little order and how they handled it, hinged on a considerable amount of business going to them or not!
posted on April 20, 2001 10:20:24 AM new
Hi Jay, I just wanted to mention that you are in a unique situation in that you get dozens (hundreds! thousands?) of feedbacks a day (wow!) and ANY feedback, good or bad, is quickly buried. This is NOT the situation for many people---for instance, someone like me, who sells fewer items for higher $$$ (NOT saying one is better than the other, just different approaches to selling). I have found success on Ebay selling 1 to 2 items per week. (I have a satisfying though not terribly lucrative career elsewhere and Ebay provides a wonderful second income. I too am here to make money.) Only about 1/2 my buyers leave feedback. It takes literally weeks and possibly months to have bad feedback 'roll off' the page. In the meantime, a neg is seen by my prospective buyers, many of whom are new to Ebay and before they purchase a costly item, look at feedback to guide them as if it's the Gospel truth. I have no negs, and I have had newbies say "I bid on your auctions because you have such a clean record".
I always try to point out to them that negs are very frequently unjustified and that they should look at the total picture. I want them to learn this so they don't take negs on a high feedback seller too seriously. Hopefully I have educated a few. But it doesn't stop the new bidder or some of the older bidders from taking feedback very seriously before bidding 100 dollars on my items. That's just a fact.
I do admire your ability to 'let it go' in such a Zenlike manner but please know that it would not be good business for ME (for example) not to respond to a neg, because it would influence my customers negatively if I didn't.
In MY case, not responding could COST me money, whereas in your case, it's just the opposite. The two situations are equally true and offer up two perspectives of selling on Ebay.
P.S. I hope you make mention of different types of sellers in your book on Ebay other than just the persons who want to make a full time living selling thousands of items, because I believe there are probably far more opportunities on Ebay to become 'successful part-timers' than to become 'mega-successful full-timers' although both are an important part of ebay's success.
posted on April 20, 2001 10:28:49 AM new
Thank you, Brighid, your post is well stated and much more beneficial to the issue than mine have been. That's what I get for typing auctions and doing AuctionWatch at the same time. I've put up 308 items this morning, typing like a demon on one window and poking around the internet in the other window while things load. I'm sure our business is quite different from most others on eBay!
posted on April 20, 2001 11:29:14 AM new
Jay, i'm just curious--how much of the listing do you and Marie do yourself? I had always thought that an operation as large as yours would have to pay data entry clerks because the owners woul need to be free to do buying stuff (having worked with large department store buying offices I know just taking buying trips/doing research into what is selling currently can be a full time job). I'm impressed to hear you and your wife still do the nuts and bolts of listing yourself. Wow!
posted on April 20, 2001 01:08:44 PM new
Jareth - I don't care who you are or how many CD's your WIFE sells. You are one rude SOB and need to find some manners real quick.
While I don't doubt that your tactics work for you, please don't think that others are "less" than you are because they don't agree with you.
