Can I bounce back as an eBay seller after a buyer from hell has destroyed my reputation?
February 29, 2012 7:49 PM Subscribe
eBay transaction from hell has now screwed me as a seller after 12 successful years selling. It's not my primary source of income but something I really enjoy doing. I started selling when I quit drinking 12 years ago and it gave me a focus and helped me stay sober. Now what?
I’ve been selling on eBay for 12 years successfully and with 360+ feedbacks received, had a feedback score of 100%. That is until feedback received tonight from my most recent sale. Here is the listing:
http://www.ebay.com/itm/140692453325
Buyer would not pay via Paypal like the listing specified. Against my better judgment, I let her send me a money order. Once she received the item, she said it was too small and wanted a refund. The thing is that the listing had very specific measurements that she obviously did not check. Also the auction specified “all sales final” so I did not refund her money. It appeared to me she did not read/comprehend the listing and ended up with a case of buyer’s remorse.
She opened a case with eBay’s resolution center which I responded to and it is still open waiting for her response.
She left negative feedback for me which has now dropped my feedback from 100% to 97.2%. I thought the percentage would be based over my 12 years of feedback so maybe it would be 99.9% which I could live with. But feedback is factored over the last 12 months feedback which was only 35. Now at 97.2% I am toast as a seller. If I had any clue to this, I definitely would have just sent her a refund and ran quickly in the other direction. Lesson learned (the hard way).
Questions:
1) If eBay finds in my favor in the dispute resolution, can the feedback be removed?
2) If I send her the refund (if she’ll take it – she’s quite unreasonable) and the listing is cancelled, will the feedback drop off?
Any other words of wisdom/suggestions are greatly appreciated.
I’ve been selling on eBay for 12 years successfully and with 360+ feedbacks received, had a feedback score of 100%. That is until feedback received tonight from my most recent sale. Here is the listing:
http://www.ebay.com/itm/140692453325
Buyer would not pay via Paypal like the listing specified. Against my better judgment, I let her send me a money order. Once she received the item, she said it was too small and wanted a refund. The thing is that the listing had very specific measurements that she obviously did not check. Also the auction specified “all sales final” so I did not refund her money. It appeared to me she did not read/comprehend the listing and ended up with a case of buyer’s remorse.
She opened a case with eBay’s resolution center which I responded to and it is still open waiting for her response.
She left negative feedback for me which has now dropped my feedback from 100% to 97.2%. I thought the percentage would be based over my 12 years of feedback so maybe it would be 99.9% which I could live with. But feedback is factored over the last 12 months feedback which was only 35. Now at 97.2% I am toast as a seller. If I had any clue to this, I definitely would have just sent her a refund and ran quickly in the other direction. Lesson learned (the hard way).
Questions:
1) If eBay finds in my favor in the dispute resolution, can the feedback be removed?
2) If I send her the refund (if she’ll take it – she’s quite unreasonable) and the listing is cancelled, will the feedback drop off?
Any other words of wisdom/suggestions are greatly appreciated.
I don't know the answer to your first two questions, but as far as words of wisdom, I think you can certainly bounce back. I know that I always check recent feedback, and I would certainly purchase from you despite a single bad score (especially considering that it's a bad score from a person who only has 17 feedback ratings).
posted by infinitywaltz at 7:55 PM on February 29, 2012
posted by infinitywaltz at 7:55 PM on February 29, 2012
Now at 97.2% I am toast as a seller.
Forgive me for my ignorance, but why are you toast? I can't see this being a tremendous problem in the long run. Anyone who sees your rating and is concerned will check, see that you had one bad transaction, and click on 'buy'.
It also sounds like eBay may also rule in your favour, in which case, problem solved.
posted by His thoughts were red thoughts at 7:55 PM on February 29, 2012 [8 favorites]
Forgive me for my ignorance, but why are you toast? I can't see this being a tremendous problem in the long run. Anyone who sees your rating and is concerned will check, see that you had one bad transaction, and click on 'buy'.
It also sounds like eBay may also rule in your favour, in which case, problem solved.
posted by His thoughts were red thoughts at 7:55 PM on February 29, 2012 [8 favorites]
Now at 97.2% I am toast as a seller.
But...no? There are many quite successful sellers out there with ratings even lower than that, and many eBay regular buyers know enough to actually go read & evaluate negative reviews. One negative out of 360 isn't necessarily going to scare anyone.
posted by thomas j wise at 7:55 PM on February 29, 2012 [12 favorites]
But...no? There are many quite successful sellers out there with ratings even lower than that, and many eBay regular buyers know enough to actually go read & evaluate negative reviews. One negative out of 360 isn't necessarily going to scare anyone.
posted by thomas j wise at 7:55 PM on February 29, 2012 [12 favorites]
I wouldn't just assume you'll never make another sale. If I wanted to buy something you were selling, I'd have a quick look at your rating. Finding out you'd gotten just ONE bad rating in 12 years would tell me you probably had one bad transaction with an asshole.
Do your best to get eBay to address this and adjust your rating, but evenif they won't give you a break, keep calm and sell on.
posted by orange swan at 7:57 PM on February 29, 2012 [3 favorites]
Do your best to get eBay to address this and adjust your rating, but evenif they won't give you a break, keep calm and sell on.
posted by orange swan at 7:57 PM on February 29, 2012 [3 favorites]
I shop on eBay all the time and I would not have any problem buying from a seller with 97% feedback. I might or might not even bother to read it.
Maybe you can do a burst of sales... Like some inexpensive items or something so you can quickly generate a bunch of positive feedback to dilute this one?
I know it's hard, but try not to let this discourage you too much.
posted by Rapunzel1111 at 7:57 PM on February 29, 2012 [5 favorites]
Maybe you can do a burst of sales... Like some inexpensive items or something so you can quickly generate a bunch of positive feedback to dilute this one?
I know it's hard, but try not to let this discourage you too much.
posted by Rapunzel1111 at 7:57 PM on February 29, 2012 [5 favorites]
It wasn't eBay which kept you sober. You did that. You can keep doing that, and it's worth it to do so. 12 years is quite an achievement, something you can be proud of. Don't throw it away.
Sobreity is a day-to-day war. Each day is a victory, and a prize beyond price. (I've been dry for 16 years.)
posted by Chocolate Pickle at 8:01 PM on February 29, 2012 [15 favorites]
Sobreity is a day-to-day war. Each day is a victory, and a prize beyond price. (I've been dry for 16 years.)
posted by Chocolate Pickle at 8:01 PM on February 29, 2012 [15 favorites]
Response by poster: Thanks for the encouragement. My "toast" comment was just based on my own bidding. I usually won't buy anything from a seller with <98%. Perhaps it's just me (yes I'm a bit anal). Your responses are beginning to lift the weight. I appreciate it.
posted by hrhcc at 8:02 PM on February 29, 2012 [3 favorites]
posted by hrhcc at 8:02 PM on February 29, 2012 [3 favorites]
You are definitely not toast. A lot of big sellers on eBay, Amazon, etc., have less than 100% feedback. Of course! You can't please all of the people all of the time. I will say that I saw the comment you left responding to her feedback in your profile, and I think it goes too far. You shouldn't insult anyone, even crazies; that will only reflect poorly on you. If you can edit or delete that comment, I would.
posted by ThePinkSuperhero at 8:03 PM on February 29, 2012 [10 favorites]
posted by ThePinkSuperhero at 8:03 PM on February 29, 2012 [10 favorites]
Buyer would not pay via Paypal like the listing specified. Against my better judgment, I let her send me a money order.
The anxiety you're currently experiencing is just life's method for making sure you never do that again.
Drawing the conclusion that you will never be able to sell on eBay again is an overreaction.
This is a blip. I would have no problem buying from a vendor with a 97% positive rating.
posted by flabdablet at 8:03 PM on February 29, 2012 [5 favorites]
The anxiety you're currently experiencing is just life's method for making sure you never do that again.
Drawing the conclusion that you will never be able to sell on eBay again is an overreaction.
This is a blip. I would have no problem buying from a vendor with a 97% positive rating.
posted by flabdablet at 8:03 PM on February 29, 2012 [5 favorites]
If I saw an item I wanted from someone with that approval rate, I would immediately look at the negative ratings to evaluate if they are valid. With one negative like that, I would not deterred from buying from that person. Rest easy.
posted by These Birds of a Feather at 8:03 PM on February 29, 2012 [2 favorites]
posted by These Birds of a Feather at 8:03 PM on February 29, 2012 [2 favorites]
I always look at the feedback, and that one's obviously an aberration. Your feedback wouldn't stop me buying from you.
Based on what you say, it does seem like she's plainly lying in her feedback though, claiming that you didn't send the item.
posted by The Monkey at 8:04 PM on February 29, 2012 [1 favorite]
Based on what you say, it does seem like she's plainly lying in her feedback though, claiming that you didn't send the item.
posted by The Monkey at 8:04 PM on February 29, 2012 [1 favorite]
Perhaps it's just me
Yes, it is--I would totally buy from someone with a 97%. Give it a chance to be okay. It will be!
posted by HotToddy at 8:07 PM on February 29, 2012 [1 favorite]
Yes, it is--I would totally buy from someone with a 97%. Give it a chance to be okay. It will be!
posted by HotToddy at 8:07 PM on February 29, 2012 [1 favorite]
You'll be fine.
Also you know, if I remember correctly, you get to write a retort under the negative feedback, right? If I clicked through and saw you only had one negative and you gave a logical explanation, I would have zero hesitation to buy from you.
posted by drjimmy11 at 8:07 PM on February 29, 2012 [1 favorite]
Also you know, if I remember correctly, you get to write a retort under the negative feedback, right? If I clicked through and saw you only had one negative and you gave a logical explanation, I would have zero hesitation to buy from you.
posted by drjimmy11 at 8:07 PM on February 29, 2012 [1 favorite]
Best answer: If you are able to edit that feedback reply, I would certainly change it from "366 positives in 12 yrs selling. 1st negative. VILE PERSON Details upon request." to "Factually incorrect. Currently under review by eBay dispute resolution."
posted by flabdablet at 8:08 PM on February 29, 2012 [53 favorites]
posted by flabdablet at 8:08 PM on February 29, 2012 [53 favorites]
Another NOT TOAST vote, so I think you can talk yourself in off that particular emotional ledge. My partner does a ton of buying and selling on ebay (he refurbishes old stereo cameras), and has had one or two run-ins with a couple of crazy jerks who gave him bad ratings, and it was frustrating but most certainly hasn't ultimately affected his ebay work at all. As others have said, most buyers will look at your ratings history and be able to tell that it's due to one cranky aberration, and will almost certainly understand that after a certain period of time on ebay, this is practically par for the course.
posted by scody at 8:08 PM on February 29, 2012
posted by scody at 8:08 PM on February 29, 2012
Me too! 97%? Pfft, I would be totally fine with that.
posted by Glinn at 8:09 PM on February 29, 2012
posted by Glinn at 8:09 PM on February 29, 2012
I've been on eBay as long as you have. I wrote a how-to for eBay sellers, and I have written negative feedback and I've received it myself (now disappeared thanks to one of eBay's many software updates over the years).
Here's the bottom line. That you received negative feedback is far, far less important than how you respond. Most buyers aren't looking for a perfect record. They are looking to see whether you're going to scam them. Keep your eye on the ball, there. That's the point of a positive/perfect record, after all.
In terms of revealing to potential buyers what kind of businessperson you are, a perfect feedback record is actually less valuable than a record that shows some blemishes. Think about it. A perfect record establishes that you can avoid problems. Great, but nobody can dodge raindrops forever. But a 97% record shows (1) you can avoid problems as well as anybody, and (2) when problems occur, you handle them with professionalism. That's an additional piece of information that potential bidders will know about you. More info is better.
First, follow through with eBay's procedures and see whether you can get the negative removed. You may be able to. If you cannot, then think about how you're going to respond. Be factual. Avoid characterizations and adjectives. Be firm, but don't use language that engages in a mudfight. Keep it short, clear, and convey what happened and how you resolved it. Show your bidders that if a problem does arise, you are professional and conscientious.
In other words, view this as an opportunity—because it is—and use it. Good luck.
posted by cribcage at 8:13 PM on February 29, 2012 [11 favorites]
Here's the bottom line. That you received negative feedback is far, far less important than how you respond. Most buyers aren't looking for a perfect record. They are looking to see whether you're going to scam them. Keep your eye on the ball, there. That's the point of a positive/perfect record, after all.
In terms of revealing to potential buyers what kind of businessperson you are, a perfect feedback record is actually less valuable than a record that shows some blemishes. Think about it. A perfect record establishes that you can avoid problems. Great, but nobody can dodge raindrops forever. But a 97% record shows (1) you can avoid problems as well as anybody, and (2) when problems occur, you handle them with professionalism. That's an additional piece of information that potential bidders will know about you. More info is better.
First, follow through with eBay's procedures and see whether you can get the negative removed. You may be able to. If you cannot, then think about how you're going to respond. Be factual. Avoid characterizations and adjectives. Be firm, but don't use language that engages in a mudfight. Keep it short, clear, and convey what happened and how you resolved it. Show your bidders that if a problem does arise, you are professional and conscientious.
In other words, view this as an opportunity—because it is—and use it. Good luck.
posted by cribcage at 8:13 PM on February 29, 2012 [11 favorites]
I would not even notice the 97% thing unless I was buying something pretty expensive, and then I would read the review before deciding what to do. I can't remember if eBay allows sellers to post a reply to reviews like Yelp does; if so, the most important thing I would say is be really clear/factual yet REALLY NICE in your reply. Not passive-aggressive "nice" or barely-restrained-hostility-clenched-teeth nice but genuinely nice.
If I see one negative review on say Yelp I don't think a ton of it, but if there's a hostile or passive-aggressive reply from the person being reviewed I think WAYYYY more badly of them than the review itself would have made me do.
posted by cairdeas at 8:15 PM on February 29, 2012 [3 favorites]
If I see one negative review on say Yelp I don't think a ton of it, but if there's a hostile or passive-aggressive reply from the person being reviewed I think WAYYYY more badly of them than the review itself would have made me do.
posted by cairdeas at 8:15 PM on February 29, 2012 [3 favorites]
Today's my 12 year eBay-versary. As someone who mainly buys, I won't be put off by a 97%, but I do check negative feedback and how the seller responds to it.
posted by drezdn at 8:22 PM on February 29, 2012 [3 favorites]
posted by drezdn at 8:22 PM on February 29, 2012 [3 favorites]
I'm less concerned about the percent of feedback than I am about the amount and kind of feedback. I've been on ebay long enough to know there's crappy sellers and crappy buyers out there; bad feedback isn't entirely the recipient's fault all the time. One bad feedback in the last year wouldn't even bat an eyelash for me. You've got a couple hundred positive feedbacks, and only one bad one, that's not a problem at all.
The plus note: keep selling, keep getting good feedback, and in a year their bad feedback will fall off completely. That's much better than the one bad feedback from three years ago keeping you at 99% forever.
Lastly: unless the bad feedback is a symptom of a problem with how you do business, get over it and move on. Maybe remember, in the future, eBay doesn't have your back in disputes and act accordingly, but don't take it too hard. Take comfort in the next transaction that goes well, and grow from there.
posted by AzraelBrown at 8:23 PM on February 29, 2012
The plus note: keep selling, keep getting good feedback, and in a year their bad feedback will fall off completely. That's much better than the one bad feedback from three years ago keeping you at 99% forever.
Lastly: unless the bad feedback is a symptom of a problem with how you do business, get over it and move on. Maybe remember, in the future, eBay doesn't have your back in disputes and act accordingly, but don't take it too hard. Take comfort in the next transaction that goes well, and grow from there.
posted by AzraelBrown at 8:23 PM on February 29, 2012
Response by poster: If you are able to edit that feedback reply, I would certainly change it from "366 positives in 12 yrs selling. 1st negative. VILE PERSON Details upon request." to "Factually incorrect. Currently under review by eBay dispute resolution."
Point well taken - thank you. Unfortunately it does not appear that I can edit the response. Bummer.
posted by hrhcc at 8:25 PM on February 29, 2012
Point well taken - thank you. Unfortunately it does not appear that I can edit the response. Bummer.
posted by hrhcc at 8:25 PM on February 29, 2012
"366 positives in 12 yrs selling. 1st negative. VILE PERSON Details upon request."
Oh yikes, I didn't even know that was how you responded before making my comment. *This* is what would scare me off. Because I wasn't privy to what happened, this would make me really freaked out that if I had an issue with our transaction, you would flip and post on the internet that I was a VILE PERSON. If I were you I would do everything possible to remove this, call customer support if you have to.
posted by cairdeas at 8:28 PM on February 29, 2012 [8 favorites]
Oh yikes, I didn't even know that was how you responded before making my comment. *This* is what would scare me off. Because I wasn't privy to what happened, this would make me really freaked out that if I had an issue with our transaction, you would flip and post on the internet that I was a VILE PERSON. If I were you I would do everything possible to remove this, call customer support if you have to.
posted by cairdeas at 8:28 PM on February 29, 2012 [8 favorites]
Not toast. If you have 359 positives and 1 negative, I'm going with the 359 and assuming the X negative review is the anomaly.
posted by Sal and Richard at 8:30 PM on February 29, 2012
posted by Sal and Richard at 8:30 PM on February 29, 2012
Yeah, I am not especially ebay savvy (I buy maybe one thing a year) but I always look at the specific feedback and number of negatives rather than the percentages. I would absolutely buy from you with no qualms once I saw it was only a single negative comment and that you had plenty of positive reviews.
I would hesitate when I saw your response (the "vile person") bit. It sounds kind of drama-y and not very professional. Please do anything you can to get that removed.
posted by lollusc at 8:37 PM on February 29, 2012
I would hesitate when I saw your response (the "vile person") bit. It sounds kind of drama-y and not very professional. Please do anything you can to get that removed.
posted by lollusc at 8:37 PM on February 29, 2012
Response by poster: Yes I'm working on getting my comments changed. I won't list anything until it's changed or the dispute pulls the feedback. Thanks everyone.
posted by hrhcc at 8:41 PM on February 29, 2012 [1 favorite]
posted by hrhcc at 8:41 PM on February 29, 2012 [1 favorite]
Put me down as another "it doesn't matter", this time from the perspective of someone who rarely uses eBay (maybe 10 times in the last dozen years or so).
I agree that your response left a bit to be desired, and yes, that would worry me. But if you had something I wanted, I'd look at the history (particularly the last 2~3 months), make sure you'd been selling the same type of goods (e.g. not suddenly selling high-value high-demand easily-shifted scammy-type stuff after a long history of pre-loved clothes, which would be a huge red flag for a hijacked account), then contact you for details.
And how you responded to that would guide me. More badmouthing = walk away; logical and reasonable explanation (like you've given here) = bidding.
Hell, I'd be happy if you just replied with a link to this thread.
posted by Pinback at 8:41 PM on February 29, 2012 [1 favorite]
I agree that your response left a bit to be desired, and yes, that would worry me. But if you had something I wanted, I'd look at the history (particularly the last 2~3 months), make sure you'd been selling the same type of goods (e.g. not suddenly selling high-value high-demand easily-shifted scammy-type stuff after a long history of pre-loved clothes, which would be a huge red flag for a hijacked account), then contact you for details.
And how you responded to that would guide me. More badmouthing = walk away; logical and reasonable explanation (like you've given here) = bidding.
Hell, I'd be happy if you just replied with a link to this thread.
posted by Pinback at 8:41 PM on February 29, 2012 [1 favorite]
Oh and the last thing I want to say is that maybe it's just my own cognitive bias, but I find slightly imperfect ratings to be more believable. I guess I just find it hard to believe that anything can be totally perfect all the time.
So, sorry to give another Yelp example because it's not totally the same thing, but I am actually more likely to say, get a waxing done at a place with a handful of negative reviews than a completely, utterly spotless rating which some have. The reason is that then I feel like I know what the problems actually are rather than having them be hushed up, and I can judge if I'm okay with them or not. Part of this is you can pay to have negative Yelp reviews removed so I get suspicious -- I don't think that's the case for eBay but there certainly is some tit for tat going on where lots of people hesitate to post a poor review because they will get one in return as a buyer.
posted by cairdeas at 8:49 PM on February 29, 2012
So, sorry to give another Yelp example because it's not totally the same thing, but I am actually more likely to say, get a waxing done at a place with a handful of negative reviews than a completely, utterly spotless rating which some have. The reason is that then I feel like I know what the problems actually are rather than having them be hushed up, and I can judge if I'm okay with them or not. Part of this is you can pay to have negative Yelp reviews removed so I get suspicious -- I don't think that's the case for eBay but there certainly is some tit for tat going on where lots of people hesitate to post a poor review because they will get one in return as a buyer.
posted by cairdeas at 8:49 PM on February 29, 2012
I am a very frequent ebay shopper and I don't even look at the comments anymore, just the ranking - over 95% is good enough for me.
posted by davey_darling at 8:53 PM on February 29, 2012
posted by davey_darling at 8:53 PM on February 29, 2012
I would totally buy from you. People do look at the comments. Change it to something sane as others have suggested and you'll be fine!
posted by two lights above the sea at 9:03 PM on February 29, 2012
posted by two lights above the sea at 9:03 PM on February 29, 2012
Yeah, the percentage drop doesn't make you toast; your original response to it does. You've already marked an updated response as best answer, so you're presumably going to follow that advice. Future buyers who want your product will see your percentage, look at and read the one negative review -- and your level-headed response to it, assuming you make the update -- and will likely decide to purchase from you anyway.
posted by davejay at 9:19 PM on February 29, 2012
posted by davejay at 9:19 PM on February 29, 2012
Nthing the not toast stuff. And I wouldn't refrain from listing; I'd say just go ahead, business as usual. I don't believe that your original response toasts you, as Davejay suggests, though it does seem knee-jerky. Might consider, in your listings, a short statement noting the neg FB and that it's under ebay dispute, more details upon request, and I would certainly respond favorably to a link to this thread.
And congrats on the 12 year no-sauce mark! Seven here, best thing I ever did. Illegitimi non carborundum! (don't let the b**tards grind you down.)
posted by drhydro at 9:38 PM on February 29, 2012
And congrats on the 12 year no-sauce mark! Seven here, best thing I ever did. Illegitimi non carborundum! (don't let the b**tards grind you down.)
posted by drhydro at 9:38 PM on February 29, 2012
I once disputed groundless negative feedback that a seller had posted in retaliation for my very much warranted very feedback on their account. I had to pay for mediation services, but I won. The negative feedback was removed.
You say she opened a case with eBay's resolution center and it is currently her turn to respond. If she doesn't respond within the given time period, you will also win.
posted by parrot_person at 10:30 PM on February 29, 2012
You say she opened a case with eBay's resolution center and it is currently her turn to respond. If she doesn't respond within the given time period, you will also win.
posted by parrot_person at 10:30 PM on February 29, 2012
you can pay to have negative Yelp reviews removed
Say what? Can you support that claim by providing a link to where Yelp says if you pay them they will remove negative feedback? I seriously doubt this is true.
posted by parrot_person at 10:31 PM on February 29, 2012
Say what? Can you support that claim by providing a link to where Yelp says if you pay them they will remove negative feedback? I seriously doubt this is true.
posted by parrot_person at 10:31 PM on February 29, 2012
I do not think they publicize it and it was told to me first by people who work in and around Silicon Valley, but here's one example of the sort of thing they've done: http://techcrunch.com/2010/02/24/yelp-class-action-lawsuit/
posted by cairdeas at 10:53 PM on February 29, 2012
posted by cairdeas at 10:53 PM on February 29, 2012
For what it's worth from a pretty paranoid buyer, here's what I see when I click on your seller profile:
- 366 blue stars
- rows of stars, completely filled except for a pixel right at the end
- a scrolling box full of glowing feedback
- an eBayer for more than a decade
If I click through to your detailed feedback, I see 300+ positives, one raving nutjob, and a curt rebuttal. I'd shrug, say 'there's always one, isn't there' and click Buy.
posted by obiwanwasabi at 12:53 AM on March 1, 2012 [1 favorite]
- 366 blue stars
- rows of stars, completely filled except for a pixel right at the end
- a scrolling box full of glowing feedback
- an eBayer for more than a decade
If I click through to your detailed feedback, I see 300+ positives, one raving nutjob, and a curt rebuttal. I'd shrug, say 'there's always one, isn't there' and click Buy.
posted by obiwanwasabi at 12:53 AM on March 1, 2012 [1 favorite]
Yeah, I'm pretty paranoid, and I wouldn't care about a 97.5% rating. This is partly because sellers are sometimes so aggressive about getting good feedback that I don't think it means much.
Below 95% I'd check the comments, and below 90% might put me off, but I think your reputation is far from destroyed.
posted by tavegyl at 1:09 AM on March 1, 2012
Below 95% I'd check the comments, and below 90% might put me off, but I think your reputation is far from destroyed.
posted by tavegyl at 1:09 AM on March 1, 2012
Piling on the 'no toast' bandwagon. I do think the numbers matter - if you had a 97% rating and you'd made 20,000 sales, that would worry me, because that would mean you'd ticked off 600 people, but as it is, to me it's clear that it's just this one transaction that went wrong (and also, she's been on ebay for 10 years and has only bought 17 things? Nope, this user has only been registered since 2010. Nice try!)
(I agree with the comments above that your response could have been handled better, but I doubt it would put me off buying from you. Not toast.)
posted by Cheese Monster at 1:13 AM on March 1, 2012
(I agree with the comments above that your response could have been handled better, but I doubt it would put me off buying from you. Not toast.)
posted by Cheese Monster at 1:13 AM on March 1, 2012
You'll be fine, honestly. A feedback rating of 97.2% positive resulting from one negative over the last 12 months would not be off-putting to me in the slightest. I've been an eBay user for almost a decade and I would buy from you in a second. The rest of your feedback is excellent; please don't worry about this.
posted by Defying Gravity at 1:21 AM on March 1, 2012
posted by Defying Gravity at 1:21 AM on March 1, 2012
If you take anything from this, it should be that your policy of not buying from anyone with a feedback rating of less than 98% is unfair and unnecessary.
posted by Acheman at 1:38 AM on March 1, 2012 [5 favorites]
posted by Acheman at 1:38 AM on March 1, 2012 [5 favorites]
You'll be fine. I'd buy from you. It does suck to have one nutjob ruin your 100%, but it's only a spot of tarnish, not a disaster. If you should find yourself in this position again (I hope not!) remember that the best way to respond to vileness, PARTICULARLY in the public space of your storefront, is to be calm, cool, correct. Everyone will see that the customer was a jackass and that you kept your cool. (The "details on request" strikes me as worse than the "vile" part somehow.) Something like "Item listing specified size, details, payment requirements, customer didn't read it but blames me." or if you really gotta have an adjective, instead of scary sounding personal judgements like "vile" go for the totally factual "unreasonable."
posted by tomboko at 4:08 AM on March 1, 2012
posted by tomboko at 4:08 AM on March 1, 2012
Can't you just post what you wrote here as a reply to her criticism? IIRC you should be able to do so. People will get that you've been selling in good faith and that just the one buyer gave you negative feedback.
Give people more credit for figuring it out.
posted by zardoz at 4:08 AM on March 1, 2012
Give people more credit for figuring it out.
posted by zardoz at 4:08 AM on March 1, 2012
I never look at the feedback when I buy things off ebay. (I don't buy from ebay often, though.) So I wouldn't have a problem with your history.
posted by EmpressCallipygos at 4:26 AM on March 1, 2012
posted by EmpressCallipygos at 4:26 AM on March 1, 2012
Nthing the notion that you'll be fine here. I sell on ebay everyday as part of my day job and if this is the first time you've been subject to this in so many years, you're doing great. Speaking from experience, a negative has never affected our sales and that's something I'm paid to analyze and track. If you had a few of these in a row, it would give me serious pause before buying from you but buyers aren't stupid -- they understand ebay and will look at your OVERALL feedback before letting this one neg. influence their decision.
Seriously, you're fine. And in the future, I'd be really careful about your feedback rebuttal. To me, your response is more damning than the feedback itself but that's done and over with. Ride out the dispute process and learn from it. But I really wouldn't stress it.
posted by youandiandaflame at 5:00 AM on March 1, 2012
Seriously, you're fine. And in the future, I'd be really careful about your feedback rebuttal. To me, your response is more damning than the feedback itself but that's done and over with. Ride out the dispute process and learn from it. But I really wouldn't stress it.
posted by youandiandaflame at 5:00 AM on March 1, 2012
Yeah, another voice saying that you're overreacting here to the diminution of your positive rating. It would not matter to me in the least.
posted by OmieWise at 5:38 AM on March 1, 2012
posted by OmieWise at 5:38 AM on March 1, 2012
From a conscientious eBay buyer/seller, I wouldn't let one neg feedback dissuade me. With so much positive you've gotten I would assume it was the other person with issues.
posted by gpoint at 7:29 AM on March 1, 2012
posted by gpoint at 7:29 AM on March 1, 2012
I buy a lot via eBay. If I saw something that I really wanted at a good price and the seller had wonky ratings, I would click through. Honestly, I would not be impressed by your response to the negative feedback, but I would understand it. It would probably not dissuade me from buying - I've had so few bad experiences on eBay, and of those they did not generally come from sellers with bad ratings.
Here is what you could do - sell a lot of small things at very good prices over the next few months. It will boost your score back up. I don't know what you tend to sell, but maybe try selling tiny components for it - if it were me (I sell shoes and vintage occasionally) I might do a group of scarves or vintage earrings, something small where both my costs and profit would be small.
posted by Frowner at 7:34 AM on March 1, 2012
Here is what you could do - sell a lot of small things at very good prices over the next few months. It will boost your score back up. I don't know what you tend to sell, but maybe try selling tiny components for it - if it were me (I sell shoes and vintage occasionally) I might do a group of scarves or vintage earrings, something small where both my costs and profit would be small.
posted by Frowner at 7:34 AM on March 1, 2012
Your rating is probably not a problem. I worked as a seller on Amazon and when you're selling a lot you do get a couple of negs that bring you down, but it doesn't stop most people from buying. More sales will bring you right back up. You might lose someone with your response to their feedback, though. And as far as I know, you can't change your feedback nor will they remove her feedback if the dispute is resolved in your favor. You can request of the customer to change it but ultimately they don't have to.
posted by sm1tten at 8:05 AM on March 1, 2012
posted by sm1tten at 8:05 AM on March 1, 2012
I should clarify that my comments regarding feedback removal or editing are related to my experiences as a seller/buyer on eBay and NOT Amazon, although the policies are pretty much the same.
posted by sm1tten at 8:06 AM on March 1, 2012
posted by sm1tten at 8:06 AM on March 1, 2012
Getting a negative sucks, but you can live through it.
posted by luckynerd at 9:05 AM on March 1, 2012
posted by luckynerd at 9:05 AM on March 1, 2012
You're not toast. We all know there are assholes that'll do whatever they can do to ruin someone's day, and it just happened that it took you 12 years to encounter one. Multiple negatives in succession might cause a red flag to go up in people's heads, but a single negative's gonna do jack.
People are surprisingly lenient on these kinds of things. My stepfather runs an internet business (spun off from eBay sales as auction fees skyrocketed) whose website looks like it came from the late 90's and rightfully so -- it's the same basic website design from back in the days where I was screwing around with html! Only things missing are marquees and flashing text. Despite this apparent lack of design and a throwback to the Geocities-era, he gets enough business to make it more or less a full-time job. If people can accept this kind of gross neglect (maybe it's just my pet peeve), there should be more than plenty of people that won't care about a single blotch on your seller profile.
posted by Muu at 9:52 AM on March 1, 2012
People are surprisingly lenient on these kinds of things. My stepfather runs an internet business (spun off from eBay sales as auction fees skyrocketed) whose website looks like it came from the late 90's and rightfully so -- it's the same basic website design from back in the days where I was screwing around with html! Only things missing are marquees and flashing text. Despite this apparent lack of design and a throwback to the Geocities-era, he gets enough business to make it more or less a full-time job. If people can accept this kind of gross neglect (maybe it's just my pet peeve), there should be more than plenty of people that won't care about a single blotch on your seller profile.
posted by Muu at 9:52 AM on March 1, 2012
Response by poster: Thanks all. eBay said they cannot let me edit my response but will have it deleted within 24 hours (yay!). I also sent the case facts and data to the eBay resolution center for them to make the final decision so this case can be closed and I can move on,
Positives out of this whole thing: Aside from learning that having less than 98% doesn't end my eBay selling career, I have also learned the best way to respond if/when this happens in the future:professionally and fact based, not with knee-jerk jerkiness. And best benefit: I also was reminded why I love all of you guys.
posted by hrhcc at 11:47 AM on March 1, 2012 [1 favorite]
Positives out of this whole thing: Aside from learning that having less than 98% doesn't end my eBay selling career, I have also learned the best way to respond if/when this happens in the future:professionally and fact based, not with knee-jerk jerkiness. And best benefit: I also was reminded why I love all of you guys.
posted by hrhcc at 11:47 AM on March 1, 2012 [1 favorite]
Response by poster: eBay resolved the case in my favor but will not change my feedback response. :(
Just wanted to update this in case others ever have a similar situation.
posted by hrhcc at 7:47 AM on March 4, 2012
Just wanted to update this in case others ever have a similar situation.
posted by hrhcc at 7:47 AM on March 4, 2012
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You'll get some good and helpful replies from other eBay sellers/users. Chin up man!
posted by isoman2kx at 7:53 PM on February 29, 2012 [7 favorites]