First Neutral... I'm pissed.

[leothelnss]

Well. I recieved my first neutral today and my jaw dropped, I cannot believe it.
Here is what she said...
"Item did not appear new. Also not suitable for a woman but for a child."
I listed an authentic Furla bag, which sold for 99 cents + $12 priority shipping (cost me MORE w/ delivery confirmation if I remember correctly) But I shipped anyway and sent her a thank you message w/ the confirmation number. Didn't hear a peep from her until a month later when she leaves this feedback. Wtf?
So I sent her a message
"Hello. I feel your feedback was less than fair and I'd like to ask you to retract it. Not only did I lose money on that auction but the item was new and was described to the best of my abilities. Also, the dimensions of the bag were listed."
I know there is probably no way she'll retract it, especially since I was getting more and more upset toward the end of my message... Is there any way to get it off of my account? Or even to post a response to it so that my buyers can see my side? It is so unfair.
Thanks...

[Ellie Mae]

WOW! 99 cents???? DAMN.
Did you check her toolhaus to see if this "attitude" is a habit??

[leothelnss]

Apparantly I'm the only person she's left a neg/neutral for.
I'm just really hurt because I go out of my way to make sure things are as described and shipped fast...
She has about 25 positive fb, so I didn't think selling to her would be an issue. I'm just shocked!!

[Ellie Mae]

So am I! A 99 cent FURLA.. what can she possibly be unhappy about??

You cannot get ebay to remove.. but.. feedback a MONTH after being received? I wonder if she's confusing you w/ something else she bought?

Send her this.. "I am very sorry that you are not satisfied your Furla XXXX (be very specific) that your purchased from me on XXX for .99. I had no idea, and I would certainly be happy to have you return it for a full refund. Please let me know when you would like to ship it back to me." Or even offer to let her keep it and you will refund her shipping..?? I want all my buyers to be happy yada-yada...
MAYBE if you can just create some positive communication, she will come round..?? I am just amazed that ANYONE leaves bad feedback over something like this. Be patient and try to be really nice.

Do you mind PMing the buyer ID? I just want to research a bit...??

[leothelnss]

Totally offering a refund... If I've blocked her will I be able to recieve messages from her?

[Ellie Mae]

I do not know...??

[leothelnss]

Im going to unblock her until I figure this out.
Should I send this second message offering a return?
"After considering the situation I want to offer to take back the item and refund the purchase price, including the shipping you originally paid, if you would pay the shipping to return it to me. Had I known that you were not happy with the bag we could have worked something out before you left feedback. Please let me know if this is a fair solution for you. Leo"

[mmmsc]

So sorry this happened to you. What an unreasonable buyer. Try killing her with kindness by offering refund and asking her if she possibly mixed this up with another purchase - I mean really, a whole month later??? Hope she will change the FB.

[Ellie Mae]

That is what I am thinking, MMMSC. And, if she's still cranky, then leave response feedback that you OFFFERED a full refund and buyer denied/unresponsive. At least then it looks like you TRIED!

[Ellie Mae]

Originally Posted by leothelnss

Im going to unblock her until I figure this out. Should I send this second message offering a return? "After considering the situation I want to offer to take back the item and refund the purchase price, including the shipping you originally paid, if you would pay the shipping to return it to me. Had I known that you were not happy with the bag we could have worked something out before you left feedback. Please let me know if this is a fair solution for you. Leo"

What specifically was the first message?

[leothelnss]

^ "Hello. I feel your feedback was less than fair and I'd like to ask you to retract it. Not only did I lose money on that auction but the item was new and was described to the best of my abilities. Also, the dimensions of the bag were listed."
probably should've been a little more gentle... but I thought her feedback was so snarky and I couldn't believe she hadn't messaged me about it first

[Ellie Mae]

Originally Posted by leothelnss

^ "Hello. I feel your feedback was less than fair and I'd like to ask you to retract it. Not only did I lose money on that auction but the item was new and was described to the best of my abilities. Also, the dimensions of the bag were listed." probably should've been a little more gentle... but I thought her feedback was so snarky and I couldn't believe she hadn't messaged me about it first

Yes, you may have burned your bridges w/ that one. BUT.. try again.
"Hi there XXX.. I apologize for my prior message. I was hurt by your neutral feedback and offered a knee-jerk response. Should not have done that. I have never had an unhappy buyer and DO wish to offer to take back the item and refund the purchase price, including the shipping you originally paid, OR just refund you in full if you wish to keep the bag. Had I known that you were not happy with the Furla, we could have worked something out before you left feedback. I wish you had contacted me prior to leaving that feedback, as I truly do want ALL of my buyers to be pleased w/ their purchases. Please let me know if this is a fair solution for you. Leo"

For $12 ?? Give her the choice to return or just keep the darn thing...either w/ full refund. She's not likely to pay to ship it back, so don't even give her the opportunity to be mad about that also.

[Lvbabydoll]

OMG are you KIDDING me?

I got my one and only neutral from a .99 item as well!!

I offered the buyer a return or refund (though one was NOT warranted, she said the magazine I sent her had torn pages and missing posters when it most definitely did not) and I practically BEGGED her to revise her feedback, sending her both a nice email and a feedback revision request and she couldn't have cared less. She still stood her ground, acting like a huge beeyotch, saying I needed to "check my items before I sent them out."
Um ok lady, I have over 1000 feedbacks that were all positive, and you're telling me I need to check my items??

Apparently that was a common thing with her, leaving stupid negatives and neutrals over nothing, but still. I had a perfect record until she came along.

[leothelnss]

Ellie mae, honestly, I don't want to give her back the money AND the bag over this. She really doesn't deserve it. IMO fair is either she sends the bag back and gets her money back or she can keep the bag, but to give her anymore money out of my pocket over one unfair buyer isn't something I can do. I don't want to reward her anymore after she's already gotten a steal of a deal.
I don't know if she's going to respond but I'm going to offer a return and in a few days if she still doesn't feel like talking, well... We'll see...
I do appreciate all the suggestions and I hope I can report back with good news.

Sorry about your neutral, lvbabydoll. Karma will come around!

[mmmsc]

OMG I remember this LVbabydoll. These .99 cent winners just can't be pleased. Really unbelievable! OP hope this works or if not, suck up the neutral and post under there what actually happened.

Originally Posted by Lvbabydoll

OMG are you KIDDING me? I got my one and only neutral from a .99 item as well!! I offered the buyer a return or refund (though one was NOT warranted, she said the magazine I sent her had torn pages and missing posters when it most definitely did not) and I practically BEGGED her to revise her feedback, sending her both a nice email and a feedback revision request and she couldn't have cared less. She still stood her ground, acting like a huge beeyotch, saying I needed to "check my items before I sent them out." Um ok lady, I have over 1000 feedbacks that were all positive, and you're telling me I need to check my items?? Apparently that was a common thing with her, leaving stupid negatives and neutrals over nothing, but still. I had a perfect record until she came along.