posted on August 31, 2000 05:08:29 PM
Hi, I need everyone's advice.
I recently sold a guy a jacket. It was used, but in really good shape. My husband tried it on, we looked it over very well, and even had it dry cleaned. We couldn't find a flaw with it.
Some guy bought it, sent his payment, and I mailed it to him. He's fairly new to eBay. Today I see he left me a neg (my first in over 800 sales), and he said it was damaged and had to pay $27 to have it repaired. He never let me know about the problem.
I emailed asking him what was wrong with the jacket. I also gave him some advice on what to do before leaving someone a neg. When I received his payment, I left him good feedback. I can't wait for his email reply.
I'm 100% sure there wasn't a problem with the jacket when I mailed it. It's quite possible it could have been damaged during delivery. Maybe he just didn't like the jacket and needed to make up a reason to neg? If he had emailed me first, I might have been willing to work something out with him--depending on the problem. But 'his stealth neg' blots out much of my good will.
What would be a good way to respond to this neg? How would you warn others in a response of his 'trigger finger'? Should I just forget about it and move on?
posted on August 31, 2000 05:15:32 PM
I would simply respond to the neg with "He did not contact me and give me a chance to address any problem." When I look at feedback I take this type of statement into account. Sorry this happened!
Kat
posted on August 31, 2000 05:20:09 PM
I would post a response saying that the bidder failed to contact you before posting negative feedback. That's sufficient warning.
There's next to nothing you can do about it now. If the item wasn't insured you aren't liable and it's wrong to post a neg without trying to resolve an issue.
The response might be interesting; but other than your response to the feedback, it's a done deal.
Please keep in mind that when you “respond” to the negative feedback your customer gets to do a follow-up response. If he is serious about this he will have the last word.
I agree that the response “He did not contact me and give me a chance to address any problem." (as suggested) would probably be the right response in this case.
It could have turned out a lot uglier than this. Count your blessings and move on.
posted on August 31, 2000 06:41:11 PM
It goes: Feedback - Response - Followup
So, if he left you negative feedback (a Complaint) you can post a RESPONSE and then he can post a FOLLOWUP to your response. So, the person posting the complaint gets the last word.
Ugly enough? BELIEVE ME - it could get a lot uglier. At least it sounds like you got paid. One neg won't ruin your reputation, it just pisses you off (if you let it).
Good luck with your future customers, and don't obsess over this one.
(edited for an errant smiley)
[ edited by corrdogg on Aug 31, 2000 06:42 PM ]
posted on August 31, 2000 06:44:57 PM
Yeah, you are right corrodog. I guess I was angry about this, but I'm over my little moment now. It was just a disappointment, that's all.
Thank goodness, yes I was paid.
Thanks for everyone's advice. I will use the response that you all suggested. Thanks for your kind comments, too. It helped alot. If this guy ever writes me back, I'll give you an update.
