Forum

Customer Complain
 

Hi Guys
One customer posted a negative feed back saying she received an empty envelope. i post all my items through ROYAL MAIL signed for. And i never post an empty envelope cos i weigh the parcel and stamp it according to the weight, she didn't open a case on ebay yet and didn't ask any refund. Anybody come across this kinda situation please? Any idea about this please?

Re: Customer Complain
 

It can happen, items get damaged in the post and can get lost.

You can contact her and explain you're happy to refund, she should have contacted you first etc and see if she's happy to remove the neg.

Its really down to you, how you want to handle it.

Re: Customer Complain
 

just_smile is correct - this is one of those cases where you might just have to chalk up the loss...buyer could just be "professional" meaning that she saw no tracking and knows how to play out the situation.

Hope you didn't lose too much OP

Re: Customer Complain
 

Ahhh, being blamed for postal carrier mistake. I get so mad sometimes I have to lie down and count to 10 or else the customer gets a new perspective.

Re: Customer Complain
 

happens sometimes. Some people are just miserable. Cant make everyone happy. I personally dont care about feedback like this. All in All, feedback is worthless anyways.

Re: Customer Complain
 

To each their own. From personal experience customers will mention or reference the negatives as part of their buying decision. Am also guilty of buying an item for more money from someone with less negatives.

Re: Customer Complain
 

i'd reach out to the buyer and ask if you can work things out. Send another one out to her. Work things out. Then ask her if shes happy to revise her feedback.

Re: Customer Complain
 

Lol, she's wanting a free item and using feedback to extort it.

Sadly, theres nothing you can do other than refund or replace or take the FB.

Re: Customer Complain
 

I would not refund or replace, if they already gave feedback - stupid buyer already used their trump card now. Buyer would lose a case due to tracking, so let the buyer know that if they remove/amend feedback FIRST then and only then, would you as a gesture of goodwill replace/refund. If they dont or say refund first, ignore and reply to feedback, saying it must be a carrier issue and you are looking in to it with them.

Re: Customer Complain
 

Thanks a lot Guys, i wrote her back saying it impossible as i weigh and stamp the parcel and its been delivered according to the tracking. She said she will bear the loss, i didn't ask her to revise the feedback cos i have over 1600 positive feed back in this account. Thanks.

Re: Customer Complain
 

Then you would be the one using feedback extortion. Horrible advice. Ebay banns accounts for this now.

Re: Customer Complain
 

true, but I would not put it like that obviously to the buyer, I would send the revision form and be more suble

Re: Customer Complain
 

Sounds like malicious feedback. Common sense dictates if someone received an empty envelope they would open a case for item not received especially if no tracking. Personally I would contact ebay they may just remove it - seeing as buyer has not reported any problems to them before leaving a negative feedback. Worth a try.

Re: Customer Complain
 

Thanks i didn't thought about it. i will contact ebay and try to remove it. thanks a lot

Re: Customer Complain
 

I woul reach out to the buyer and resolve the and request feedback revision, try it you got nothing to loose.

Re: Customer Complain
 

I agree, even though you have a substantial amount of positive feedback, if the negative feedback is getting on your nerves, just get it removed.

Re: Customer Complain
 

eBay will remove feedback if, you 1, get a good rep and 2, a few conditions are met

1. The buyer didn't contact you first
2. You contacted the buyer immediately upon receiving the feedback offering to sort there issue out
3. Offer a return for refund (not applicable in this case)
4. Pretended to call the user (make sure you request user info, as even though its on the checkout, they only utilise it if you have requested it)

If you manipulate the 'plea' around this points then they will remove it. I've had plenty removed over the years.

Re: Customer Complain
 

I contacted the e bay and got the feed back removed. thanks

Re: Customer Complain
 

Good job :thumb:

Re: Customer Complain
 

Glad you followed the advice. ;)

Re: Customer Complain
 

Hahahahahah I love it when you get feedback removed by ebay its a great feeling


Im going thru the same thing the customer wasn't happy i refunded them and said keep the item .Then they said they didnt get the refund ..I cut and pasted the proof ,,They still saying they didnt get the refund ,,,I said send me a a rquest and il send you the money they just sent me there paypal email .There defo taking the piss ,but i dont want any attention to my account so i just do what they say

Re: Customer Complain
 

Really not in my experience ,. Ebay just turn round and say to me "But the customer had a bad experience"