Bad Feedback

[nickandtammy2007]

Hi everyone, I have a quick question hopefully someone can help me. I just received my first bad feedback from a buyer. She paid on May 13th I shipped her item out on May 15th. Buyer left bad feedback after only 8 days of item being shipped out. Item is being shipped to the states which could take 1-2 weeks for delivery. Is there away I can get this removed or write something to my customers why the negative feedback? Do I resolve the negative feedback with the customer?
Tammy

[cottonwoodindustries]

There is nothing you can do, I would email the person and ask why? I would do a followup comment on the feedback she gave you, explaining your point of view, I think you can do 2 followups for the same feedback. So when people view the - feedback they see your comment also.

[momoftwingles2]

Hi Tammy,

Your buyer is new to eBay so more than likely extremely inexperienced with shipping from Canada. I would e-mail him/her and perhaps explain shipping times and also maybe add in some eBay etiquette about contacting sellers FIRST before leaving a negative so quickly. Explain that an e-mail to you may have alleviated his/her concern about where their item is. Communication is the key.

As cottonwoodindustries stated...you should reply to the feedback that was left. Be factual, not accusatory so that you do not offend YOUR future buyers.

Hope this helps.
Susan
momoftwingles2

[cottonwoodindustries]

Hi Tammy, when I am sending a package out I have been emailing all of my buyers when to expect the item, with this little note included (give or take a couple of days), also where I am from and if there is any concerns please contact me first.

See if that helps.
Lore
Cottonwoodindustries, Canada

[snoopwiz]

Sorry this happened to you. When using Canada Post, it is ultra important to give estimated shipping times in your auction descriptions and in your initial email to the auction winner. Even adding a few days to "cover yourself" is a good idea. Prepare them for the long wait which has become more and more customary when using CP. Buyers will rarely neg you if they are informed ahead of time.

[tea_past_times]

http://forums.ebay.ca/thread.jspa?threadID=500030913&tstart=0&mod=1211866868269

[tea_past_times]

http://forums.ebay.ca/thread.jspa?threadID=500030873&tstart=0&mod=1211843224527

[tea_past_times]

Nuff Said eh?!

[coxengines]

Yes, stating shipping times is a must. Also, when shipped, immediately send an email confirmation. At least the buyer will know that you have done your part.

The weird part is that mail to Europe and Australia seems to take 4-7 days on a quite regular basis.

Had a few lately that left FB after 3-4 days and I went "huh, did you really receive the package?". In every case the answer was "yes". And we live 500KM from the nearest big city!

Mail to the USA? Often 2 weeks (air mail). However, I would assume that this is a matter of USPS and not CP.

Xena

[dipmicro]

Nick&Tammy, your buyer has a communication problems and for that reason is a good candidate for my BBL.

Xena, my mail to France/UK/Australia takes approx 3-5 days, while US takes 2 weeks or even more. I am quite positive the problem is US customs.

Actually Australia is a good example to prove the distance is not a factor here but the border. Of course the destination post office is also a big factor, Spain is aout same distance and Madrid takes 2 weeks easy while Paris 3-4 days.

[coxengines]

I'm not sure how much customs plays a role here as even letters seem to take 2 weeks to the USA. Surely no customs involved there (but perhaps Homeland Security is searching for the next, perceived, conspiracy?:^O ?)

Virtually all my shipments are "light" or "small" and under $200 but who knows?

Xena

[ameroindustries]

Welcome to the New Ebay LOL

[momoftwingles2]

Hi Xena,

When I send letters to my Dad, brothers or other family members in Virginia and Florida it takes 2 weeks minimum to the States. And the same is true for when they mail a letter to me. It takes just as long. And, these are just letters!

When I send a letter to my friend who lives in the Isle of Mann (UK)...she has it within a few days.

Most definitely makes no sense!

Susan
momoftwingles2

[coxengines]

CP puts the package on a plane to overseas and the overseas postal system takes care of it (very efficient in many countries).

For USA, it goes to the USA and from there USPS takes care of it (not the quickest in the world but, in all fairness, they have about 4000 x 3000 km to cover which is about as much as 30 European Countries combined).

Xena

[jewelry_quest]

Hello;

What I do is send a thank you note with every item I ship out and in that thank you note I place the date the item was shipped and I also explain briefly the shipping times for Canada Post to other countries. I also explain that I as a seller cannot control any delays caused by Canada Post or Canada Customs. Then I thank them for their patience and understanding if their item was delays and apologize on behalf of Canada Post and Canada Customs for the delay. This usually helps the buyer better understand the Canadian shipping process much better and when I place the date their item shipped on the thank you note they see that it was shipped the following BUSINESS DAY after payment was placed. This helps international and United States buyers better understand and I usually get a thank you from the buyer and good feedback from the buyer even if their item was delayed! :>)

[vesivus]

Is there away I can get this removed or write something to my customers why the negative feedback? Do I resolve the negative feedback with the customer?

There is no longer any way to remove negative or neutral feedback. That ability has been removed along with any seller's ability to leave neutral or negative feedback. It is no longer in your best interest as a seller to try to satisfy a customer that has already left bad feedback. Block them from bidding, and try to avoid the issues that caused the error for the next buyer.

Sad, but it's all you can do now thanks to ebay's "wisdom" of business rules.

John

[tesgartor]

I just left NEG feedback for canadapost for theit flat boxes rates, it is ripp of and good thing they can not do anything 😉 feel the pain we have

[recped]

What goes around comes around...hope you get the expected result.

[tea_past_times]

BUMP