Four Negatives Received

[gifts_of_elegance]

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.........

[i*m-still-here]

I know you don't care for No-Name Posters............ but I'm posting anyway......     (indifferent smiley in case you can't tell).

Look closely at the emails.......... If the buyer said anything about Either you give me a 30% discount OR I will leave NFB............ then you'll be able to make a case for removal.

[cumos55]

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....

[ricarmic]

Hi, if you check the feeback they've left for others, they aren't afraid to leave negs and neutrals fairly regularly.

It is a bit of a surprise given they also sell, so they understand the impact of handing out negs.

I'm always worried by "ALL CAPS" people, they're either VERY HAPPY or VERY MAD.......

I've had some similar experiences myself, my normal approach with these situations to try to avoid the negs is to give them the refund and block them after they leave feedback....another example of when I use the "cookie jar" approach to problem buyers (if you haven't read the thread on self insuring, the "cookie jar" is funds set aside to deal with items lost in the mail.....)

[gifts_of_elegance]

Thank You for giving me hoe!.  !  I need to calm down a bit first.  The past week was pure hell with this person.

[gifts_of_elegance]

lol....not `hoe`, HOPE!

[gifts_of_elegance]

I usually check the feedback they leave for others, but I didn`t this time.  Thank You for pointing it out to me, its a real eye opener.  Seems I am not her only victim.

[rose-dee]

You know, sometimes I wonder if FB is a good concept at all.  Those who like to rant and rage in writing (like this buyer - I saw the FB she's left) will take full advantage. 

If this person has a history of leaving undeserved, nasty FB, I wouldn't hesitate to contact eBay and see what can be done.  All the UPPER CASE LETTERS and the exclamation marks!!!! don't do much to make the buyer's FB look reasonable either.

If you are able to authenticate the item through your listing pictures or otherwise when contacting eBay, that may be enough in itself to get the neg FB/DSRs removed.

Good luck with this one!

[ricarmic]

Generally as soon as a customer starts showing signs of being challenging/trouble, I check the feedback they leave for others, it often can help guide your actions to best minimize the damage/troubles/time it takes to resolve.....

[i*m-still-here]

---

@gifts_of_elegance wrote:

Thank You for giving me hoe!. 

---

For a minute I thought you were calling me a hoe!

I know you don't care for No-Names.......... but..................

Just kidding  

Really............ call eBay and you never know.

They are much more lenient with removing FB than they used to be and will even remove NFB if the DSRs look wonky...........

It all goes.

[femmefan1946]

If any future buyer bothers to look at your feedback, I think they would laugh at the negative comments.

Really, how dare you be a “female”!

This is why we counsel upset sellers to use Response carefully and never to use ALL CAPS or exclamation marks!!!!! The buyer looks like a loon. Sensible buyers will not be put off. And do you really want the others?

You Responded well to the very few other negs and neutrals. Keep up the good work.

I might mention in Responding to comment about buying thousands of dollars from you with the actual total spent. And pointing out that the buyer is a seller/re-seller might be useful, since that is something a future buyer can check easily.

But go to eBay with the problem first. This buyer is out of control.

[gifts_of_elegance]

Actually the total she spent in the past three years was just under $1,500 but it makes no difference.  The buyer that purchased $25 worth is just as valuable to me as one that spent $30,000.  They all deserve the same respect and service.  

[pjcdn2005]

I agree. But you would think that someone who had dealt with you many times before and had been happy, would be willing to work with you rather than slam you.

[triber]

Count the negatives she has left for others so that you can tell eBay when you call, they do take note of that. If I am calling about a case like this, I write out the complaint so that I can clearly give all the details. Also, point out the messages that she has sent you.

[rykkm]

You've had some good advice here. As was mentioned, reply to FB is important. Femme's point is well taken; this person is a seller/reseller, and perhaps by getting that 30% discount, they wanted to resell it for a higher price, and you messed that up for them by daring to not cave in to their threats. You offered full refund including return shipping, much more than adequate. 

Wonder who crapped on their corn flakes that morning?

[surplusdealdude]

I assume you've blocked this person already.

I think this is a predatory reseller that tries to bargain after the sale and saddle the competition with negs and neutrals.  The number of negs and neutrals she's left for others is exceptionally high and she's ramped it up in the past year.

Might be worth emailing some of those sellers from the past year and seeing what she demanded from them.  If she has a habit of demanding partial refunds, that's something ebay will take notice of and they may remove all her negs and neutrals and discipline her.  You'd need as many sellers as possible to complain about this one at the same time to make sure ebay pays attention.

Also wouldn't hurt to do a search for your items that she's bought and check off the box that sends you an email when something comes up - I'm reasonably sure that she's going to sell them again.

HAVE you sold to her before?  ebay can confirm that if you can't and feedback has to be factual.  That's another possibility.

In any case, success is going to depend on doing your homework on this one and then lowering the boom.  I hope you nail her.  Good Luck.

[Anonymous]

As for ALL CAPS in feedback, I usually type them in CAPS  for negative feedback, that way it get anyone's attention.  Otherwise with postiive, normal. 

[Anonymous]

Just checked your items and noticed 2 of them didn't show with tags even you listed them as "new with tags".  If with "tags", I would show photos with tags to show them than not.  I think that is where you have that problem.  I would insist her to return them if she is not happy with them.  Why she wanted to keep them if she not happy??  A scammer??

[ricarmic]

Hi honeybed!

My current interpretation of Caps is that the person is yelling - some people think it is emphasis, others yelling, others don't care that it is caps. (In the "olden" days in my other profession, I used to feel that Caps was emphasis, and after being told many times to stop yelling, I conformed to the non-caps ways)

Personally whenever I reply to negs or neutrals, I put them in small letters because the way I view caps vs not caps (nowadays) the non-caps response is viewed (by me) as a polite, professional response to the neg. Note that I never write what I want to write, back to negs or neutrals, I have purposefully written out responses in advance that I make myself use instead of what I feel like writing, because I, like probably everyone else, am very frustrated by the buyer and want to yell back!

Of course, as we see regularly on the boards, 7 different people can interpret written things 7 different ways so there isn't anything saying any way is right or wrong....

I personally am a chronic exlamation mark guy!!!!!!

PS Incase anyone can ever use them, here are a couple of my "form feedback responses" adjusted as necessary, feel free to plagiarize if they are of use to you...

Buyers first contact regarding any issues. Will contact them to try to rectify.

Unaware of any issue before receiving this,will contact buyer to try to rectify.

[i*m-still-here]

What I see when I look at that FB is that the buyer was VERY ANGRY AND WANTED REVENGE.

Every case is different and we don't see the messages which were exchanged between buyer and seller, but what I envision is a barrage of angry messages back and forth.

Fighting with buyers and making it personal is never a good idea.

I am not saying that's what occurred.

I'm just saying that when I see FB like that I envision an email brawl.

I'm also not sure what surplus means by  "In any case, success is going to depend on doing your homework on this one and then lowering the boom.  I hope you nail her....... "  

What is the homework and what exactly is the boom?  How exactly would nailing her look?