how do i respond back to a negitive feedback?

[mark2be]

i got my first negative feedback.the customer was mad because his item got their late.how do i reply back so my negitive feedback does not look that bad?in other words i just want to say in the remarks it was the post office fault not mine

[JJGold]

Well if that's the case I would concentrate on getting the buyer to revise that negative feedback. Start out with some empathy repeating his concern then explain how the shipping process evolves and how various delays can occur, blah, blah. Maybe offer to refund his shipping costs? There are dozens of options before replying to a negative, exhaust those first.

[LoopHole]

You answered your own question.

[mark2be]

once feed back is left by buyer it cant be removed correct?

[LoopHole]

It can be. This info is all on eb. You could of got all your answers if you searched it up. Didn't have to wait for us to reply.

Contact the buyer ask him to remove it. Be apologetic and sincere. Hopefully he/she understands.

As far as replying to it. If he doesn't remove it reply to it in a way where you were a buyer and you read that neg it would not change your mind in buying.

[they_screwed_me_too]

always be polite in replying and say you have resolved the issue (or intend to)

[Killuminati]

Use some tactitcs like giving the buyer a partial refund

[SimpleX]

All of the above. Its a good exercise in delivering excellent customer service too.

If done right, they may leave REALLY good positive feedback, which may earn you more sales, or even come back and spend more money...

[rsot]

Politely reply and UP your ratio of positive feedback. We all learn from a mistake - not end of the world.

[elitepowersales]

I usually say something like Sorry for your delay. Sometimes customs to your country can take longer than expected. The other people reading the feedback don't know where the guy lives, or if the item shipped from the US or not, so it is safe.

[jeffweico]

Whatever you do DO NOT post "It is not my fault, it is the post office".

Mature buyers will be VERY turned off by that statement. It says to me that the seller will not take responsibility for anything and feels that everything is someone else's fault.

I would just post something like "delivery took longer than expected, I apologize."

That says three things:

1) You are apologetic to the customer for the inconvenience, meaning you are customer focused.
2) You are taking responsibility for the problem, meaning you are a stand-up guy or gal.
3 (AND MOST IMPORTANTLY) This is NOT a NORMAL situation.

A buyer looking at the negative comment does not care about this other customer - they only care about how they can expect THEIR order to be handled. Your response shows this was a fluke and not normal.

This way you are being honest. I would avoid the tactic of saying anything about "customs". Someone looking at your feedback may assume incorrectly that you are an overseas seller and delivery might take awhile. Do NOT expect buyers to scrutinize your listing for the item location. Buyers are FAMOUS for not reading descriptions and paying attention to details. They HAVE that luxury.

When dealing with customers, being honest and apologetic - when necessary - can go a long way. Correctly worded, your response to them can calm even the ANGRIEST of buyers.

Try it, you might be surprised.

[oompaloompa]

I agree, diffuse with politeness, it really works.....

[makaveliagain]

Just explain what happened. Don't blame the post office and don't say somebody died if you have to make something up. Just say you where very busy and apologize for the late shipment if it was on your end. If it was the postal service just explain you have used them many times they have been very good this is a very rare occurrence. Then say you apologize about the item arriving late but once it leaves your hands it is out of your control. Is there anything we can do to work this out. I always do my best to make sure the customer is satisfied.

[eternal]

You can always "apologize" and specify that the post office had some delays and won't happen again, can't be more polite than this I guess, besides it reflects to other sellers that you didn't do anything wrong, I wouldn't mind to buy from you if I read this.

[makaveliagain]

Originally Posted by eternal

You can always "apologize" and specify that the post office had some delays and won't happen again, can't be more polite than this I guess, besides it reflects to other sellers that you didn't do anything wrong, I wouldn't mind to buy from you if I read this.

"Won't happen again" not cool even if it isn't your fault you are implying it is. You have to say it inconsistent with the experience you have had with them and you apologize about the delay once it leaves you hands it is out of your control. What can we do to work this out.