eBay

gifts_of_elegance · ‎08-12-2013

I received four negatives from a purchaser in the past few days. I sit and wonder where this will take my business.

The four Christian Dior necklaces I sold came with Christian Dior tags. One side has the name "Christian Dior" and the other side shows the Sku # and Bar Codes. There used to be a small flap on the end showing the original retail price in dollars but are no longer part of the tags. This is where the problem came in. Purchaser was outraged and accused me of everything under the sun except for shooting JFK. I offered a full refund plus return shipping cost. She refused to return, wanted a 30% discount. ($135.90) I refused. And so on, and so on, and so on.........

ricarmic · ‎08-12-2013

Hi Imstill....

Yes it certainly looks that way......there are some very problematic buyers out there, I have experienced my own.

Having said this though, if it were me responding to these messages I would still err on the side of polite responses (despite what I would feel like writing) and stick with something like......

(I am just making these up, did not spend tonnes of time on them)

Attempts to work with the buyer to resolve were unsuccessful.

Buyer declined opportunity to return for a full refund.

Label portion missing was the old price, remainder was present.

(I might even leave one unanswerwed intentionally to maybe add later depending on what they came back with)

7 other people would respond 7 other ways.....I'm just saying what I would try to do.....incase it helps.......

gifts_of_elegance · ‎08-12-2013

I will follow through with this but right now its hard for me, I got notice that my Top Seller Status is in trouble. Those negatives came with 1's for every category.

I would like to Thank everyone for their support and excellent advice. It has been very helpful and will help me present my case to eBay.

gifts_of_elegance · ‎08-15-2013

@cumos55 wrote:
Look at the new regulations relative to feedback.... that should be the best indicator of what will happen, and how the negative will be interpreted by eBay.

The following is what eBay has been doing even before the new regulations.

All four items were bought at the same time... and were most likely shipped in the same parcel.

This makes it one transaction not four...

the four negatives become one negative.

and any low ratings are not four low ratings... but one low rating...

Contact eBay immediately and explain.

and if all communication was through eBay massages... anyone on eBay can see what the buyer does or does not want to do...

Another thing many buyers do not know is that if this action has been repeated with other sellers... and they have been reported several times

any negative or low rating can get removed as a negative on the seller's record.

The negative and low rating reamins visible to you... but they are considered by eBay to have zero effect on a seller's standing on eBay.

It is very important for seller's to report problem buyers.... Never hesitate....

I sent a complaint in writing last week and today I spoke with eBay. Got the usual "I understand where you are coming from", but "we cannot remove the feedback." I was calm, I did my homework ahead of time, I made notes so I would not forget anything. The negatives stand, I am going to loose my Top Seller Status and my visibility will go down to the bottom of the list.

gifts_of_elegance · ‎08-15-2013

That is not all. My funds will be held for 21 days.

lady.stark · ‎08-16-2013

Have you tried contacting Kalvin or Raphael in private? If not, I think that is worth a try...

bb_cool_stuff · ‎08-16-2013

Yes, contact Kalvin, if he cannot give you an answer he will pass on your concern to someone that can.

Be patient, he can be busy at times, but your message will always be returned.

melissasminis · ‎08-16-2013

If the necklaces/jewellery came without tags at all, I could see the buyers frustration as they may be reselling them, and the listing states new with tags, and a tag in the picture. If they came with tags including brand name and sku#, but the price part removed, I think this is okay, because a lot of resellers remove the price from tag, and in some cases is necessary in order to resell an item. Not for sure though if the tag or just price is supposed to be removed for certain reasons, I've heard this before, depends on brand I think or what type of item. I looked at one of your sold necklaces, and it doesn't show the other side of tag, just the DIOR brand side. If they received this tag, then it should be fine. If the buyer demands a discount or change in sale after they purchase an item, this is against ebay rules as stated in their feedback policy. If they threaten you with negative feedback if you don't do as they ask, this is feedback extortion. Sounds like ebay isn't doing their job again!

gifts_of_elegance · ‎08-16-2013

Yes, the brand name and the Sku # and bar codes are on the tags, only the original retail price was missing. She never threatened me with negative feedback, but refused to return the items for a full refund plus cost of return shipping. She wanted tags with the original dollar amount which I could not supply, then she offered to settle for 30% discount (around $140). When I refused, she filed claim for same with PayPal, but closed it same day. Then she posted 4 negatives with 1's across the board. I tried to appeal to her to remove the feedback and now she is threatening to have her credit card company do a full charge back because she says I am "harrassing" her.

i*m-still-here · ‎08-17-2013

gifts.......... I'm not saying you deserved those negatives ............ but from your posts it looks like you should have seen it coming and had the opportunity to head it off.

Some people just don't do well with that kind of thing, but what did you think was gonna happen?

A long time ago I saw that I couldn't tolerate the feeling that one buyer or eBay could trash my business in a heart beat at whim.

For that reason I set up a number of safeguards over the years. I have never had to use them, but I couldn't tolerate the feeling that I could work hard to build my business up and then have it torn down by one buyer.

No one feels good when they feel trapped, and it sounds like you feel that way.

I'm not saying that your business is irreparably damaged because it's not.

I am saying that feeling that way for even a short period of time really sucks and there are safeguards so that it never has to happen again.

bb_cool_stuff · ‎08-17-2013

Check out the Feedback the buyer left for another seller in May, i*m.

Seems the buyer has done this previously.

Unfortunately we encounter these buyers from time to time.

i*m-still-here · ‎08-17-2013

I agree, bb............. all the more reason to treat that buyer with kid gloves.

I don't know if it could have been prevented or not............... I don't understand Dior Tags at all, but I do know how important tampering with a tag is on an antique, vintage, or collectible item.

As a seller, If I show the tag a certain way in the photo, then OMG I'd better send it that way or else................ and vice versa.

A a buyer: If the seller shows the tag a certain way that's what I expect to get because tampering with tags alters the value.

Maybe new jewelry is different. I don't know about that kind of thing.

Thing is.............. right or wrong isn't the issue (we're all right sometimes and wrong at other times) .............. being at the mercy of one buyer .......... as we ALL are............ is.

No one buyer should be able to do that much damage, and eBay isn't going to protect you so protect yourself.

bb_cool_stuff · ‎08-17-2013

I don't know if it could have been prevented or not.

I don't know either. I have zero experience in that area. I think PJ could probably offer some assistance in regards to the tag issue.

Gifts has support here. Good gawd that has to sting. I think an honest mistake was made, but hey, we all have.

Hopefully Gifts sent a message to Kalvin with a copy of the Buyers similiar feedback that was left for another seller. I only went back two or three pages, not sure if their were other similiar feedback left for other sellers, but if i see one that is usually enough for me to form an opinion.

Everyone knows i buy the majority of my new items in bulk & have made some careless mistakes in my listings.

You could have ten of one shirt with tags & one without. I have to be extra careful when relisting an item that was sold previously since i are usually using the original picture which shows the tags attached.

I have made that mistake once or twice but have caught it in time before the item without tags sold. I just take another picture, sans tags, & submit it with the relisted item.

I also have to remind myself to change the description, not my description but the eBay pulldown which gives you the choice of New with Tags, New Without Tags or Pre-Owned. I have forgot about the eBay pulldown once or twice also when relisting a sold item.

Can only speak for my category but if any tag is altered in any way it is best to remove it & sell it as New Without Tags.

bb_cool_stuff · ‎08-17-2013

since i are should be since i am.

Good Gawd, Femme has me so paranoid now.

And yes Femme, i noticed that playful jab in regards to my overuse of commas. I have heard that since grammar school. At least I'm consistent.

i*m-still-here · ‎08-17-2013

Exactly.............

I think that gifts had some warning and may have been able to head it off before the boom came down........

But that's not the point.

Trashed FB like that can also occur with no warning at all, and any one of us can nailed by a wonky buyer at any time.

That's why I set up safeguards.................

I no longer sell on just one eBay id, not just on eBay, and I use a Third party lising tool etc. etc. etc.

I spread it around a lot.

bb_cool_stuff · ‎08-17-2013

and any one of us can be nailed by a wonky buyer at any time.

Happened to me six months ago.

Said the item was damaged, i said no problem, if the item is damaged i will refund you in full & pay for the return shipping.

Next message was i should be inspecting the item before shipping. I always do that before folding a shirt & inserting it into a poly mailer

I told her politely my offer still stood & i will refund her in full plus return shipping.

Never asked for a picture of the damage & took her word for it.

Never heard from her again, Big Bang Boom a neg & 1s across the board.

I can safely assume she wanted a freebie.

It happens sometimes. Some buyers you just cannot please no matter what you do.

lady.stark · ‎08-17-2013

@i*m-still-here wrote:
I am saying that feeling that way for even a short period of time really sucks and there are safeguards so that it never has to happen again.

You mention a lot of times that there are safeguards, but... which ones? Care to elaborate on this subject? I would like to know 😉

cumos55 · ‎08-17-2013

Buyer leaves negative feedback for many sellers.

Each seller now has one negative feedback..

Each seller reports that buyer to eBay...

and Buyer has a record of leaving negative feedback.

and if 10 sellers each received a negative feedback

Now buyer has a record of 10 negative feedbacks....

Buyer may think they are safe.... However, they have a record of 10 negatives.... left for sellers.... But... it is still 10 negatives....

That is not one but 10 on the buyer's record.

Who is affected the most.?

10 sellers each with one feedback

Or the buyer with 10.

Buyer has given themselves a "negative" record.....

All problem buyers should be reported...... and ... all sellers benefit

The new regulations (as of July 31) that apply to feedback will be of benefit to sellers....

i*m-still-here · ‎08-17-2013

Lady Stark: I am so sorry they killed you off! But it was written that way so what else could they do?

I'm saying that we can do things to mitigate the effects of this kind of thing should it happen.

In gift's case .......... (sorry to point it out because I don't want to pour vinegar on the wound)............. but I think she already knows it could have been avoided a few times along the road.

Hers really is a worst case scenario made BIGGER by the responses and counter-responses.

It can't always be avoided.

I baby several ids and use a third party listing service so I can balance the listings the way I want very easily.

If this happened to me I'd shut that id down until the negs rolled off and move to another.

(((Now, Puleaze........... don't someone lay into me about how that's not legal on eBay and how such sellers are the bane of the system ............ I'm not talking about breaking rules. I'm talking about allowing a broken id to sleep for a while ............ nothing more.))))

That, and selling ONLY on eBay isn't a good idea if you rely on the income.

Spreading it out over several venues makes good sense.

For small time hobby sellers it doesn't matter so much, but for many it matters a lot.

In my case.......... I simply couldn't tolerate the feeling that ONE crackpot buyer could trash me at a whim.

So I took care of it.

lady.stark · ‎08-18-2013

@i*m-still-here wrote:
Lady Stark: I am so sorry they killed you off! But it was written that way so what else could they do?

Spoiler

Are you talking about Game of Thrones here? 😉 If that is the case, I'm also sorry they killed her off! However, my favourite characters are still alive... for now. And one of them is another Lady Stark: Aria Stark. Hopefully, she will have a better fate than her mother and brother. But don't tell me, I didn't read the books and don't want to know what's ahead. Cheers!

Thanks for the explanation!

melissasminis · ‎08-19-2013

I would not give a 30% discount, that's too high. Your item is new with tags as described, comes with the tag as in the picture. Unless you described it in the listing as having the "price tag", I don't see a problem. Even if they had purchased other similar items from you in the past, and received a tag with price on it, doesn't mean they can assume it will have the same. If it was so important to them, they should have asked before purchasing to confirm the price is there. I would have told them the price tab was removed before you acquired the necklace and not after the sale. A person wanting to buy this necklace to wear it or gift it, and not resell it, doesn't really care about a price on the tag, it being authentic is what matters. The value of the item should be the same with or without a price on the tag, it is still a DIOR necklace after all. A 30% discount is ridiculous in my opinion, and I would block that buyer.