How to reply to neutral?

[storas]

A customer has bought a personalised item, and never left personalisation details. We have emailed the buyer 6 times over two week period for the details. On our last email (friday) we stated if we do not receive the details, we will cancel the order on monday. As there is no point for me to farm other peoples money.

The buyer responded and we sent item 1st class post so they get it quick to compensate for the time they lost in not replying.

This morning we get a Neutral
Item is fine - seller not overly customer friendly though !

I mean how the hell did that became our fault?

Any help will be greatly appreciated

[ooooo.halo]

Originally Posted by storas

A customer has bought a personalised item, and never left personalisation details. We have emailed the buyer 6 times over two week period for the details. On our last email (friday) we stated if we do not receive the details, we will cancel the order on monday. As there is no point for me to farm other peoples money.

The buyer responded and we sent item 1st class post so they get it quick to compensate for the time they lost in not replying.

This morning we get a Neutral
Item is fine - seller not overly customer friendly though !

I mean how the hell did that became our fault?

Any help will be greatly appreciated

This is a prime example of why we are here.....we are at the mercy of our buyers. Probably not a lot you can do im afraid. Unfortunately with some people theres simply no pleasing.them.

[GreenBean]

First problem was emailing more than x3 times.

You needed to take control and make an effort to speak to the buyer.

You had really good grounds for doing so. The item was of a personal nature and you needed more details.

Should there not be a valid contact phone number then the buyer has troubles

Apart from venting, what do you want to do: offer a partial refund or write a comment that shuts the idiot up.

The buyers are such pains I so agree.

Add them to your blocked bidder list and move on.

Not alot else you can do other than try to have it removed. Try live chat.

[storas]

The item could not be made without them details. And we tried our best to get those so the order can be fulfilled.

Customers phone number was 100000 00000

Some of them just blow my mind.

[storas]

Originally Posted by GreenBean

First problem was emailing more than x3 times.

You needed to take control and make an effort to speak to the buyer.

You had really good grounds for doing so. The item was of a personal nature and you needed more details.

Should there not be a valid contact phone number then the buyer has troubles

Apart from venting, what do you want to do: offer a partial refund or write a comment that shuts the idiot up.

The buyers are such pains I so agree.

Just a comment that would tell my side of the story. Can't think of anything that is not insulting.

[GreenBean]

Originally Posted by storas

The item could not be made without them details. And we tried our best to get those so the order can be fulfilled.

Customers phone number was 100000 00000

Some of them just blow my mind.

Then that phone number was not valid and could have been reported to ebay.

That's sad for you when you were trying so hard.

Sometimes you gotta go to ebay for your own protection.

[rsot]

6 e-mails over 2 week period is too much. Add bidder to blocked list - reply to the feedback in a mild tone and move on.

[GreenBean]

Originally Posted by storas

Just a comment that would tell my side of the story. Can't think of anything that is not insulting.

How about:

Personal details never obtained: no valid phone to make prompt contact to complete transactions. All efforts made. We take pride in doing our work.

[Dmshark25]

Buyers are total idiots sometimes, I hate buyers with under 100 feedback and really don't like the ones that have feedback in the 20's.

Ebay has a system set up that is so geared to destroying a seller, now even a 3 rating is a defect, and if a buyer tries to ask a question they are directed to open a case and give a defect

So with eBay setting us up to fail , buyers don't even realize all the work we do to get accounts going and how simple something like a neutral for no reason , you were just trying to benefit them, is so deadly to an account now