Sold a pandora bracelet, buyer left feedback doubting the authenticity

[hinchhouse]

I sold an authentic Pandora bracelet that I got myself at Christmas, right from Pandora.  The buyer has left me a neutral doubting the authenticity.  I have proof that I bought it.  This type of feedback could deter others from purchasing from me, thinking I am a scammer selling items not as I have claimed.  

So far, I have left a response on their mislesading feedback, and requested a revision.  Is there anything else I can do?  Is there anything that Ebay itself can do, remove it? since I have proof of purchase?

I am a new seller, so this can really effect my business.  Any help or guidance would be appreciated.

Thanks in advance

[femmefan1946]

Add a response.

Do NOT question the buyer-- your audience here is your future buyers.

"I regret you are unhappy with your purchase. Please return it for refund."

Well, you left something different. Not as good, since it questions the buyer's judgement and does not show a solution to the problem.

If the buyer returns the item on their own dime, refund the entire payment.

You can leave a second Response "Returned and refunded DD/MM/YY"

You look cooperative.

If the buyer opens a Claim, send the return shipping label, and refund on delivery.

You can leave a second Response "Returned and refunded DD/MM/YY"

You look cooperative.

Remember No Returns does not mean No Refunds.

If the buyer does not return the item, you can leave a second response.

"Did not return when offered."

You look cooperative.

Again-- you are not talking to the buyer but to FUTURE customers.

[marnotom!]

And how will those future buyers be certain that the Pandora receipt is for the very same item that was being sold?

[hinchhouse]

Thank you so much!  That does sound much better then my terrible response.  I will definitely remember your advice, if I am facing this situation ever again.  

I did send the buyer the screen shots for the purchase.  

Thanks Again so much!

Carrie

[hinchhouse]

This is exactly my concern.  As a Pandora collector myself, I would NOT buy from a seller with that type of feedback on a pandora item.  The item did come in the exact packaging that came directly from Pandora which included the Item # etc.  I personally detest the fact that there are even fakes out there and I would only sell something as Pandora that came directly from Pandora but I have to remember that the buyer does not know me, and I cannot take the comment so personally.  

The item was the free gift with purchase at Christmas, so I sold what would be today a $200 bangle for $45, thinking someone would get a really great deal, because I am not a fan of bangles.

UGGG!  I would prefer to have the bangle back and get it to someone who would appreciate the great deal.  

Thanks for your help, I truly appreciate it.  

I am selling as a full time job now, so I am just concerned with how this is going to effect my store.  I guess if it was just a hobby, I wouldnt be so upset.

Carrie

[ricarmic]

I did not think your response was terrible, on the grand scheme of things, you did a much better than usual job of overriding the emotional response. It is very very hard not to emotionally react/respond to these as they seem "personal" when we get them no matter how "nicely" they're worded. Compartmentalizing this stuff is hard. What I do is write some sample responses in advance, then when it happens I've got a calm peaceful version to send instead of what I feel like sending!!!

We now have 500 words to respond, I think if you stick to the facts and very much avoid the word "you" in the feedback response (or anything confrontational), you could have mentioned that it was an authentic item, purchased directly from Pandora, receipt for same available, that the feedback was the only response from the buyer and you reached out to the buyer regarding their concern.  

As others have mentioned, use this as a mechanism to identify that you do professionally respond to customer situations, that can make "good" of a bad feedback received, which will eventually happen to 99.9% of sellers assuming they sell a lot of stuff. The good news is that it's only a neutral!

Personally if I'm buying something I check out what the sellers do when they get negatives, ALL CAPS, swearing, accusing responses from sellers let me know that if I choose to buy something from that seller, I'll know in advance that if there are problems the seller won't be there for me.

Your response wouldn't cause that concern in me, even as it is today.

Now that you're making a full time of selling here, another good thing you are doing that I most highly recommend is spend time here on this board (participating too) I've been here almost 25 years now, and I am still learning things. Folks here sharing experiences saves me time, trouble and sometimes even makes me more money..... so it is time well spent.....