Dealing with Negative Feedback on Ebay - Keep Calm and Help Out! - UK Ebay Reseller

[@nigelbarrett7714]

I like the way you keep things real . Good advice well delivered👍

[@salesoftheunexpected]

Thanks Nigel, glad you liked it

[@TimesWithJR]

amazing video bud! not what I expect at all... really good way to handle the hole experiences! and killing them with kindness is a brilliant way of flipping it around even if it was still left as negative feed back... at least your mind can rest knowing you handled it and did the best you could to change the buyer mind :)

[@salesoftheunexpected]

Thx jr, I got this changed from a neg to a positive by the buyer

[@gingertea5006]

I sold a pair of jeans & clearly stated on listing that waist measurement was 1 inch different from tag size. Even had picture of waist against a measure. Buyer messaged me with abusive nasty comment. I politely pointed out size difference was clearly stated in listing and asked him to return jeans & I would refund him. Instead of that he left very negative feedback & item not as described. I asked ebay to remove the feedback & stated to them that difference in size was clearly stated in listing. They wouldn't remove negative feedback. So after that I do not sell any mens clothes. It really hurt my feelings turned me off selling any mens clothes.

[@salesoftheunexpected]

I totally get that, getting a neg can really affect you. Clothes do have a higher return rate than other products and it is difficult to deal with this sort of customer. Maybe pointing out what was in your listing made him more irate as it points out hes made a mistake. I think I would have kept it simple and asked him politely to return the item for a refund. But to be honest, you didnt do anything wrong. Theres a slim chance Ebay may remove it if you reference the abusive email, but they may not

[@gingertea5006]

@@salesoftheunexpected Thanks for your quick reply. This was about 10 months ago but I haven't forgotten it. Ebay can be very unfair at times as I did mention the abuse. I watch your channel a lot even though I live in a different country & don't sell the same stuff as you. In my experience it has been only men who are nasty - so I don't sell men's clothes any more!!

[@salesoftheunexpected]

@@gingertea5006 probably a very wise move!👍

[@RickyResells]

Perfectly handled. Great advice! Especially for new sellers! Cheers fella 💪🏼

[@salesoftheunexpected]

Thx Ricky, really enjoying your channel

[@craiggardner5249]

Stay calm always works great video 👍👍

[@salesoftheunexpected]

Thx Craig

[@RickyResells]

Also I LOVE the idea of calling!

[@salesoftheunexpected]

👍

[@funkyuk1]

Superbly handled and explained Peter. Top quality content right here 👍🏼

[@salesoftheunexpected]

Thx Neil

[@pureretro5979]

Some good advice there. I've not had a negative feedback for a while but have had a couple of close calls and returns. Most buyers are fine but I had one woman who was clearly livid and accused me of all sorts of rubbish like swapping the item for another before posting it. I offered her a full refund and paid for the item to be shipped back. I was £8 out of pocket for the return postage but I just see this as part of the tax of selling on eBay.

[@salesoftheunexpected]

Thanks pure retro

[@darrell1829]

I had a sale last year. A buyer from Cornwall bought some mudguards. I let him know when they were sent, ie same or next day via major courier (with insurance). Well, weeks and weeks went by. Nothing from them. So, you assume all is fine. Then, big red (negative), saying that he "didn't get it." His "feedback left for others" was identical. Contacted him, gave full refund. He said he'd prefer to have item. Sorry pal, you know that I ain't got it (single sale, not several in stock). Still didn't remove feedback. So, contacted eBay, they removed it for me. Then, came the job of getting courier to refund me with insurance cover. They gave list of criteria for me to fulfil, which I obviously did. I filled out the requirements, and they acknowledged my response. More weeks went by, then email from courier, " Sorry, we have not had response from you (even though they acknowledge that I did), so the date has passed for you to receive a refund from us." WTF!!! Another one, from about 10 years ago. Sold a bicycle crankset to Australia. When it finally arrived, they said that they were "So annoyed. This is 172.5mm, not 175mm as listed." Well, I can tell you, even to this day, that I have never had, ridden, or sold 172.5mm crankset. Back then, I didn't know that you could have the negative removed. Last year refunded a lady. She then said there was no refund. Paypal and eBay had my back on that. Going back about a decade, again, I had happy buyer. They left comment of "Thanks." But, it was a neutral feedback.......... As for phoning them, of course you have to be professional and sympathetic. It's your business and livelihood. Remember, people buy from people. That must still be true?

[@salesoftheunexpected]

Glad you got those negatives changed. Thankfully it's a rare occurrence having to deal with this, but it still can affect you.

[@oldhamdude7353]

I have one negative from a lady (from London), who tried to get a refund, yet keep the Le Crueset pot. She was a Certified Scammer, and she left a Negative,which is still there. ..And I replied below-."I BLOCK all malicious buyers"".. The next day morning she begged me to send her Feedback revision. But all she wanted is to get a revenge on me. One negative out of 1400 positive - it must be the buyer, not the seller.

[@salesoftheunexpected]

Thx Bergen, yeah 1 isn't much to worry about

[@oldhamdude7353]

@@salesoftheunexpected ...Yep, you can sell the same item to two different buyers and get two different outcomes

[@bamboobat3304]

I tried that once, seemed like a good idea to phone the buyer, so messaged them via ebay to ask if it's okay to ring them regarding the item. Had an email from ebay accusing me of trying to sell outside the platform. So didn't do that anymore. Love the videos and the content , keep up the good work. John...

[@salesoftheunexpected]

That's very odd, that shouldn't happen if about an existing order but Ebay is unpredictable

[@janesallis7519]

Q. Have ebay (very) recently disabled the see feedback left for others? It has disappeared from the app now and there's a blue block where it used to be. Will have to check on the PC. That's very unhelpful of ebay if so!!

[@salesoftheunexpected]

not sure Jane - I mainly work off the desktop

[@Steamytrainlee]

Said by a man who has attended many training days. Great advise Peter👍

[@salesoftheunexpected]

It's all down to working in HR for 25yrs

[@Steamytrainlee]

@@salesoftheunexpected Hi Pete, by a twist of fate the day after watching this I checked my E bay to find my first negative feedback. I have spoke to e bay, e mailed the buyer to explain that I could help resolve the issue and offer my apologies for them being disappointed only to find he is not interested. Despite following e bays suggestions to the letter they're have basically praised me for my professional communication, suggested that this negative feedback won't effect sales and left me with a 99.7% feedback. What is most annoying is the game I sold was tested and played for hours but it appears that pictures and accurate description leave us in a "his word against mine situation" Gutted

[@salesoftheunexpected]

@@Steamytrainlee it is absolutely gutting, so I understand your distress, but dont let it stop you listing. Increased sales is the most important thing, and that's got by moving on and getting stuff listed. Karma will catch up with theat tosspot

[@Steamytrainlee]

@@salesoftheunexpected Hi Pete, it's just the pure frustration of knowing/believing you are in the right but not getting the backing from e bay and a sense of injustice. But you are right, I will keep going,sales are coming in and what goes around comes around. I do appreciate your response and words of encouragement 👍

[@tigbits1976]

I've one bad feed back and still hoping to have it removed. But like you said. Keep calm and carry on I guess.

[@salesoftheunexpected]

Thx tracy

[@hustysemporium6359]

Ahhh Amiga 500 brings back memories, i phone eBay and tell them to remove it and they usually do most times

[@salesoftheunexpected]

Normally a calm conversation helps

[@salesoftheunexpected]

Thx husty

[@Jimmysplace-ig2dd]

Hi Peter. My biggest fear reselling is bad feedback. Like your approach dealing with it and advise Great video 👍

[@salesoftheunexpected]

Thx, staying calm is always good

[@jonhodges2224]

Spot on advice.

[@salesoftheunexpected]

Thx

[@stefan8303]

Sold a shirt middle of last month that went gsp to America. I sent out morning after purchase and got to gsp within two days. Gsp sent to America and then bloke got in touch saying it was taking ages. I looked at tracking and wasn't due for delivery for another 10 days. 2 days later he got the item, 8 days early. I then got negative feedback saying it was slow delivery. Filled in ebay form to get removed and response was it was buyers opinion. Contacted ebay and said it got there early and also it's a gsp delivery issue not mine as I got to gsp warehouse quickly. They refused to budge again saying it was the guys opinion and ebay is impartial. I kept trying to explain the feedback shouldn't be aimed at me. After nearly 45mins talking to ebay they transferred me onto someone else who instantly agreed with me and took the neg feedback off. I think some at abay can only offer 'advise' and can't actually take action. It's amazing how they nearly always side with the buyer. I'm not sure they get how much it can effect your store when your feedback rating drops.

[@salesoftheunexpected]

ebay do often side with the buyer - it's a pain

[@Donnellys_Recycling]

Ebay remove any negatives on an monthly basis when you're top rated seller so if you're not top rated try build your account up then negatives aren't a problem then mate

[@salesoftheunexpected]

Thanks Craig, I did think that was only for returns that are found in the sellers favour - but I need to check...

[@lukeclarke1717]

Hi pete, had a few issues this week myself been doing some major a** kissing to deal with these irritable buyers, how dare they question my description of my items :) by the way nice amiga.

[@salesoftheunexpected]

Cheers Luke, hope you get it sorted

[@TatPeddler]

excellent advice

[@salesoftheunexpected]

Thx derek

[@funkyuk1]

*the potential buyers feedback left for others

[@salesoftheunexpected]

I always look at feedback left for others

[@DaveRepairs]

WoW Amiga 500 !! have u streamed it ?

[@DaveRepairs]

kzbin.info?search_query=amiga+500+battery+removal

[@salesoftheunexpected]

Not yet, I was wondering who'd notice it first!

[@DaveRepairs]

@@salesoftheunexpected GET THE BATTERY OUT! QUICK see the vids