Frustrated with a neg just a rant

[brandeentertainment]

So a buyer did not receive item and I always assume the buyer is telling the truth .. Without writing me the buyer leaves a Neg I respond "trying to Rectify now" i proceed to send one message through ebay and one through email.. the buyer then replies not rectified i guess i'm being robbed..

Still a total of 4 messages and no response .. I want to rectify the issue but i am a firm believer that to recitfy the issue and have both parties come out happy or neutral there has to be contact between the 2 parties involved .. a refund does not solve this buyers entire problem i need some customer service and customer care in there to let buyer no i am truly sorry and am here to help ..

I am trying so hard to keep 0 neg this year and I would hate to keep this neg just because something as basic as buyer didn't receive ...

Atleast everyone is entitled to there opinion so I guess i just have to deal with the neg ...

[Anonymous]

I had a similar situation occur last month.  Buyer left negative feedback instead of using Ebay procedure for damaged item received.  I notified Ebay via Report A Buyer, stating I had not had an opportunity to rectify the problem. That was last month, still no reply from Ebay.  On my own, I have refunded a potion of the sale price to the buyer.  After a couple of emails the buyer wanted to change the feedback.  They did not know how to do it. I suggested they contact Ebay via Report A Seller.  Feedback has not changed as yet April 20. 

What will be, will be.   

[pierrelebel]

"a refund does not solve this buyers entire problem"

???

Buyer purchased the item Feb 18

On April 2 - six weeks later - he leaves negative feedback

"Never received my purchase, no response to messages!!!!!"

Same day, you replied:

"Sorry have not been around for 4-5 days but for VERY good reason..Rectifying now"

On April 13 - eleven days later - buyer posts follow-up:

"Never rectified this order so I guess I been Robbed. :-("

It has been more than two months since the original purchase.  Has the buyer filed a claim through eBay or PayPal?  Have you refunded the original purchase ($20.99) or sent replacement?

What did "rectifying now" mean?

"I would hate to keep this neg just because something as basic as buyer didn't receive ..."

I totally agree with you.  Every month I have at least a buyer writing that an item has not arrived. When that occurs, it becomes an immediate priority, requiring a reply and a follow-up, usually in the form of a refund of the purchase price or sending of a replacement (if available).

[pierrelebel]

queenpalmer - "I suggested they contact Ebay via Report"

That is the wrong procedure to change a negative feedback.  It will NOT work.  Here is what YOU need to do :

http://pages.ebay.com/help/feedback/revision-request.html 

[brandeentertainment]

Here is how I look at it .

buyer wrote me one time and I was out of town so by time I got back it went from message to neg and has been 30 days sense the buyer wrote me ..

If the buyer does not write me I can not rectify because the buyers issues are the following

Out the money and the product

Lack of faith in online shopping

Will never trust to shop with my company again in fear of item MIA

Last but not least they do not get my 15% of your next pruchase for the error unless we communicate.. 

I have had issues buying many times and there has been many times that a refund just seemed like not enough for all the issues i had ...

is it wrong of me to want to communicate with buyer so he can have his money and bonus discount and I can have my revision ? I am not withholding anything i just dont want to send feedback revision request and they don't come online for 2 weeks and it expires because by time they wrote me the first time a refund also leaves me paying the fees as it is too late to cancel so I am not taking a Loss of product,A Loss of money, Negative Feedback,Loss of Fees,Loss of customersss..

Instead I will communicate with them offer them a discount on future purchase ,refund them in full and make sure i come out with atleast a neutral

[pierrelebel]

"is it wrong of me to want to..."

Let me be candid: YES.

A buyer claims no receipt - a seller refunds. Period.  End of story.

More so when dealing with a buyer with eight years of giving positive feedback to eBay sellers.  This is obviously not a scam artist.

As you know, seller is responsible to get the goods to buyer.  Always.

I suspect your online (eBay and other venues) business is growing faster than the time you can give it, after allowing for your regular  job and your family.

[nuvistors]

When you are running a business you cannot just leave for many days at a time without  expecting problems.    No matter where you go you still have access to email..

Trying to rectify     does not mean anything to a cusomer other than showing you are not taking your business seriously.              The proper response would have been an immediate refund or you are shipping a replacement item.

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[brandeentertainment]

I am bothered because it was to late for a straight forward refund which means because the buyer wrote me like 50 days after i now have to eat the fees because i can not cancel

after refund ...

Trying to rectify is all  I can right because i hadn't spoken with buyer yet so the proper response of an immediate refund has nothing to do with nothing because i did not give and immediate refund ..

I took a $4 loss because they waited too long to write me in the first place then i get scorn for responding late..

If you go to the store and you have 60 days to refund you get home it's missing pieces and you go back 65 days later you get nothing ...

I just wanted buyer to acknowledge me and the discounts I offered to apologize and see if they would consider a feedback revision..

end of the day of the buyer would have wrote me they would have got a refund plus 15% of any item or to pick a free movie from 22 different titles..

I may not be a professional but then again you will never find a professional that would give an offer like and i treat 98% of all my buyers way better then any seller have treated me ..

[pierrelebel]

"it was too late for a straight forward refund"

Not really.  You can refund a PayPal payment within 60 days and your PayPal fees are refunded (minus the $0.30 per transaction fee).

The eBay FVF on the other end cannot be recovered. That was only $2 or so.  Not worth a negative feedback..