unfair neg?

foxybabe

As you all know i am new to e-bay selling, and i have just received a negative feedback. The buyer said the rug she bought was stained!! It was not stained at all and was in excellent condition. What shall I do? I don't want to get into a tit for tat argument about something neither one of us can prove one way or the other. Should i just leave it? She didn't e-mail me by the way first, just left negative feedback.

cheers guys

mrsb_5

I would email her and say that when it left you it was in perfect condition, give her your email address and ask her to email a photo of the stain, make out that if the stain is there then you will give a full refund once she has returned the item to you. Say you were upset to see the negative she had left and you hope you can sort it out etc. If you get her on your side then she may well agree to cancel the feedback

foxybabe

Its possible though that she could have spilt somthing on it herself though as she has had the rug about a week, and i will end up refunding her when its not my fault. I understand what you are saying about getting her onside though.

foxybabe

I have just had another look at the photo and it is obvious there are no stains on it. what do you guys think 300023994542

mrsb_5

yep just looked and there is no sign of a stain, just looked at her feedback too though and that is 100% positive.......is she saying it is stainned on the under side though?

ok maybe email her and say you were upset to see the negative and you always strive to sort problems out if there are any as you want your buyers to be happy. Ask her for a photo of the stain as it is clear in the listing that there is not one, if she sends you a pic and it is a stain on the front side then you will know she is trying to pull a fast one as the listing won't show it. don't say anythign about a refund etc until she has sent you the photo. If she refuses to send a photo then say you can't refund her without it, if she doesn't want a refund then ask nicely if she would agree to remove the negative feedback?

Sorry don't know if any of that will workj but worth a try

angeluk69_2

doesn't look like a stain to me,ask her to send photos of said stain and ask her why it has taken so long for her to mention it apart from in her feedback.
I always thought that f/b was not a platform for complaints, and complaints should be dealt with before leaving f/b. I think she is being very unfair to you.

BTW where did you get it from I have been looking for a rug like this (sorry, I'm really cheeky)

foxybabe

It was an ikea rug, they have now been discontinued. No she didn't say the stain was on the underside, she just said it was stained and far from excellent. I think i will e-mail her and see what happens. Thanks for advice.

foxybabe

I have e-mailed buyer and am awaiting a response, thanks for your help, i will let you know what happens

foxybabe

How long should i wait for a reply before i respond to her feedback as i havent heard anything yet? Also what should i put in the response?

cheers

angeluk69_2

give it 24hrs, then put in a neutral f/b saying
'didn't inform me of 'problem' before leaving f/b'

Don't start making accusations, otherwise it gets a bit nasty and a bit silly.
She will be more upset that she doesn't have 100% positive score. And will want the matter settled.
Then put in request that the f/b is withdrawn. Saying that the buyer did not infrom you of supposed stain before leaving -ive f/b, and you feel this is unfair as you were not given a chance to rectify any problem.


HTH let us know how you get on

HouseHunter_2

hello

I'm new to this forum but I'm an experienced ebay seller so I thought I would add my twopenn'rth. I agree with the responses you have had so far regarding trying to get feedback withdrawn. I would also add a response under the feedback stating "no contact from this buyer to reach a solution before a negative left". That way you are not entering a slanging match but you are giving your side of the story for other potential buyers to see. I hope this helps.