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Ebay advice needed ASAP - negative feedback left very unfairly

Hope someone can help me...I sold a few small baby items on Ebay which were sold by normal auction listings to a Buyer abroad (France)Each item sold for about 99p and the postage for each item was £3 to £4. I sold 3 items on separate listings to the same buyer. She did not ask for a combined/reduced postage but I did knock a £1 as she has previously purchased items from me.I sent the items promptly. The seller emailed me a couple of days ago asking why she had to pay such a lot of postage when the actual postage cost (she looked at the sticker on the parcel) only came to 20% of what she paid. She demanded a refund saying she wants her money back before she leaves me any feedback.I politely told her she had already had a combined postage discount from me and I couldn't refund her any more. I also asked her why she continued to bid on all 3 listings and then pay for them if she was not happy with the P&P costs. She did not answer.She has now left me 3 negative feedbacks, each implying I have ripped her off/defrauded her of money. Until this I had 100% positive feedback for the 5+ years I have been an Ebay member.Sorry for such a long story but I really need some advice on what i can do to rectify the situation as I have done nothing wrong (that I can see).
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Comments

  • cyberbob
    cyberbob Posts: 9,480 Forumite
    1,000 Posts Combo Breaker
    Theres not much you can do. If the buyer thinks the postage was unfair they can give you whatever feedback they believe . Sometime people will buy thinking the P&P costs are reasonable (not knowing the weight of the item) but when they see a huge markup think its a little unfair

    You can always put a calm response to the negs. Ebay will not remove it. Unless you can talk the buyer into withdrawing it. You will just have to move on
  • NotQuiteNorbert
    NotQuiteNorbert Posts: 521 Forumite
    edited 3 July 2009 at 1:05AM
    To be fair, a 500% markup on postage is a lot, so I can completely understand your buyers annoyance.
  • jamesb1239
    jamesb1239 Posts: 648 Forumite
    To be fair, an 80% markup on postage is a lot, so I can completely understand your buyers annoyance.

    I'm not implying that its right but as a rule i dont post abroad, but on the occasion somebody asks i dont like saying no so i mark the postage up 100% and if they accept that then i post to them, usually puts them off though
  • soolin
    soolin Posts: 73,386 Ambassador
    Part of the Furniture 10,000 Posts Photogenic Name Dropper
    Unfortunately you are stuck, just remember that once you get more feedback in the red blobs will soon disappear off your front page. The only thing I would just check is your expanded seller dashboard, if you are a low volume user, less than 20 feedback a month you are in a dnagerous position. The expanded seller dashboard will tell you how bad things are, or of course how good they are.

    This is a perfect example though of the postage debate we always get on here. 80% extra for postage is a huge uplift and yes the buyer accepted it by bidding but that doesn't mean they were happy with it. I would probably not have bid with such a big markup and you may well have reduced your end price by turning buyers away. It doesn't matter how you justify the markup, all that matters is what your buyer thinks. This buyer thought your costs were bad enough to warrant a neg and have exercised their right to leave such a feedback.
    I’m a Forum Ambassador and I support the Forum Team on the eBay, Auctions, Car Boot & Jumble Sales, Boost Your Income, Praise, Vents & Warnings, Overseas Holidays & Travel Planning , UK Holidays, Days Out & Entertainments boards. If you need any help on these boards, do let me know.. Please note that Ambassadors are not moderators. Any posts you spot in breach of the Forum Rules should be reported via the report button, or by emailing forumteam@moneysavingexpert.com.All views are my own and not the official line of MoneySavingExpert.
  • cyberbob
    cyberbob Posts: 9,480 Forumite
    1,000 Posts Combo Breaker
    To be fair, an 80% markup on postage is a lot, so I can completely understand your buyers annoyance.


    Was it 80% if so i would have left a neg also. Thats a huge markup
  • soolin
    soolin Posts: 73,386 Ambassador
    Part of the Furniture 10,000 Posts Photogenic Name Dropper
    jamesb1239 wrote: »
    I'm not implying that its right but as a rule i dont post abroad, but on the occasion somebody asks i dont like saying no so i mark the postage up 100% and if they accept that then i post to them, usually puts them off though

    OP if you re read this from an outsiders view you have actually justified the buyers negative. You overcharged as you didn't really want to sell..so that possibly makes the neg justified after all?
    I’m a Forum Ambassador and I support the Forum Team on the eBay, Auctions, Car Boot & Jumble Sales, Boost Your Income, Praise, Vents & Warnings, Overseas Holidays & Travel Planning , UK Holidays, Days Out & Entertainments boards. If you need any help on these boards, do let me know.. Please note that Ambassadors are not moderators. Any posts you spot in breach of the Forum Rules should be reported via the report button, or by emailing forumteam@moneysavingexpert.com.All views are my own and not the official line of MoneySavingExpert.
  • RussWWFC
    RussWWFC Posts: 573 Forumite
    Part of the Furniture 100 Posts Combo Breaker
    I can't see that the buyer has anything to complain about, the seller can only estimate overseas postage (packaging can add a lot to the cost)

    And anyway, I always work with the total price in mind, if the postage makes it too expensive I buy elsewhere. Some sellers bump up their postage to make it cheaper for the buyer, that does not bother me
    Wycombe Till I Die
  • Rebel
    Rebel Posts: 189 Forumite
    Part of the Furniture 100 Posts Combo Breaker
    the actual postage cost (she looked at the sticker on the parcel) only came to 20% of what she paid.
    3 items at £3 - £4 P&P so shall we say 3 X £3.50 Total postage cost to buyer £10.50 actual cost approx £2.10 profit on P&P £8.40, yep I'd say this could easily warrant a negative.

    I have to admit I wouldn't be happy, and I cannot see how it can be considered unfair feedback.
  • pinkshoes
    pinkshoes Posts: 20,337 Forumite
    Part of the Furniture 10,000 Posts Name Dropper Photogenic
    I would also be annoyed if I found out that I'd been charged 5x what the postage actually cost.

    Given she'd bought 3 items and seemed annoyed (thus 3 negs looming), I would have given a refund...

    Agreeing a postage is one thing, but often postage is unknown, so buyers like to think (and have to trust) that the seller is being fair.
    Should've = Should HAVE (not 'of')
    Would've = Would HAVE (not 'of')

    No, I am not perfect, but yes I do judge people on their use of basic English language. If you didn't know the above, then learn it! (If English is your second language, then you are forgiven!)
  • cyberbob
    cyberbob Posts: 9,480 Forumite
    1,000 Posts Combo Breaker
    RussWWFC wrote: »
    I the seller can only estimate overseas postage (packaging can add a lot to the cost)

    A seller can work out the exact postage go to royal mail.com weigh the item and add a small packaging fee. See easy there is no excuse for such a markup other than profiteering. Sellers deserve every neg they get if its the way they operate
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