Help please - I need to be diplomatic!

glossy123

I sell a unique product on eBay BIN and 99.9% of my feedback has probably been OTT in terms of praise - possible I therefore get a little bit too upset when someone has an issue! This is only the second issue out of about 300 sales!

A lady in the Isle of Man read my latest listing - which I had just modified to make clearer the post and packing costs - after the first description of the product i put in full details of how much P&P to which location (as I sell also quite a lot to Europe and USA (and even Oz last week!)). I do not put P&P in the automatic box as I found too many people made mistakes regardless of their location, but it is very clearly specified in the description (and also right at the beginning so no excuses!). Not one other person had a problem with this!
She ordered two and made a paypal payment just for the goods with no P&P. I e-mailed and explained and it was all sorted out apparently amicably although she mentioned that she had not understood from the listing. I was too polite at that stage to say she should put on her reading glasses!
However, she has now put feedback saying misleading advert but nice product which totally gets up my back teeth as it is not true (well it is about the product!).
what would you guys suggest? I could give no feed back to her at all, but would she care? and what happens to people looking at mine? I could respond with a neutral suggesting she needs glasses. or give a positive but I would in all honesty have to put something that points out she is two pence short of a shilling!:rotfl:

tomstickland

Be diplomatic. It'll look bad if you leave negative.

Octy

It hurts when buyers leave unfair and unjustified feedback even when your feedback grows they all hurt.

Walk away and then come back when you are calmer and leave a factual comment to her feedback and then decide what if any feedback you want to leave for her.

I have had unfair negatives after bending over backwards but some people you just can't satisfy and they will always find fault, but always reply/leave factual comments as this reflects on you and how you deal with awkward customers.

I had some awful negatives a month or so ago from someone, got nasty emails from them etc but I replied factually, and I left them factual and clear negatives which from their comments riled them and showed them up for what they are.

It didn't put anyone off dealing with me but I was pleased when they went off the first page.

appleblossom

I would leave the same as she left you, ie pos/neutral - you aren't really justified in leaving neg as she did pay you all be at after you had to contact her. If it were me I would just put "payment rec'd,customer failed to read description correctly,problem resolved", i would also put a follow up to the one that she left saying "postage costs clearly displayed in item description" - if anyone is really fussed about checking, they can see for themselves that the problem was at her end and not at yours.

mike230652

glossy,
Did she actually leave neg feedback ( you don't say this in your OP ).
If so, politely point out in your feedback reply she mis-read your ad and that 300 buyers are very happy. In fairness , she did praise your product, and it may be embarrassment on her part that made her respond like that if she didn't see a pretty obvious set of instructions on P&P!!! . What's her previous feedback comments been on items she's purchased elsewhere? Maybe it was a genuine oversight on her part.....some people get tunnel vision,see what they want in your header description and then hurtle down to the P&P box.

Personally, I wouldn't make any cheap comments about her eyesight..or being shiilings short.... all you need is her to respond and say she's visually / mentally impaired and it makes you look like Atilla the Hun.

Your feedback is obviously a testament to your product and your pricing....... and a dignified response from you would maintain the same high level that your buyers have come to expect from you.

Mike

glossy123

Thanks to all of you for the moral support and helpful suggestions! You are right, best to cool off and come back later and put something not inflammatory and designed to soothe the ruffled feathers, but also right that even if it is silly to feel like that, these comments do hurt :eek: when they are not justified.
Really grateful for the support as my family doesn't really understand what I am doing and it would feel a bit lonely without you lot to chat to!:j

soolin

glossy123 wrote:

.
Really grateful for the support as my family doesn't really understand what I am doing and it would feel a bit lonely without you lot to chat to!:j

I'm pleased you said that as I feel the same. I've tried speaking to family about how I am concerned when I get a 'funny' feeling about a bidder and non ebayers just don't see a problem, they just shrug their shoulders and say 'well, neg them then, or refuse to sell' and I know I can't do that.

When you come on here and say you have a worry about a transaction, everyone knows exactly what you mean and you don't feel so daft anymore. (or at least I don't).

Soo

Mark7799

Personally, I'd leave a positive for her (assuming she hasn't negged you already) with a narrative on the lines of "had to explain how P&P works but nice lady"

emmamaw

I had a strange comment left last week after a perfect transaction

lovely item. maybe next time will work better!

I emailed the buyer to ask what she meant by this, as I wasn't aware that there had been a problem, and she said

no problem, I was delighted. I just felt that I took a bit too long to pay you

I didn't know whether to be relieved or annoyed, but explaining how important my feedback comments were would not have made a blind bit of difference. They just haven't got a clue!