Buyer leaving low stars

terra_ferma

I've had a seller living 2* for item as described, I contacted them pretending I had a complaint about the item from someone else, and they told me they were not entirely happy and would not buy that item again, while the others they purchased were fine and they would buy them again.

This buyer thinks stars are anonymous, but with a report it was very easy to find out, as at that time I only had one fb for that item.
Their reasons for not being happy are 100% genuine.

Unfortunately this is my second low stars on description, the first one I'm certain it was a mistake, because they left all 5 and a 1, and the fb was particularly complimentary. For that reason I did not block them.

I've currently blocked this buyer, but I'd like to reply letting them know the damage their ratings could do (i.e. they may end up with no buyer to purchase the other hard-to-find items they liked, which I'm sure is not the desired outcome....).
This was one of two cases of buyers not being entirely happy, but the second left 3* but it was because they had not read the description in full.
I believe that it's only my 100% glowing fb (all absolutely delighted buyers) that stopped these buyers from leaving a neg, particularly the second one who left a fairly innocuous 'false positive'.

How can I let this buyer know about the damage they can cause leaving 2* without braking ebay policy of not discussing stars? Any ideas? (phoning is not an option in this case).

Oliver14

I would leave it alone as it will achieve nothing

Terra_Ferma wrote:

Their reasons for not being happy are 100% genuine.

DSRs are there opinion of the transaction sellers telling buyers what FB they should have left is likely to achieve nothing but annoy the buyer and wind yourself up.

terra_ferma

Oliver14 wrote: »

I would leave it alone as it will achieve nothing DSRs are there opinion of the transaction sellers telling buyers what FB they should have left is likely to achieve nothing but annoy the buyer and wind yourself up.

I think they'll get more annoyed when they realise they have been blocked, as they have already said they can't find these items very easily. However if they don't understand how stars work, I can't have them buying from me.
But I see what you are saying, which is why my dilemma, and why this thread

PS if they had contacted me they would have got their money back, or at least a partial refund. I think the problem is more so with small, cheap items, as people can't be bothered to return.

theonlywayisup

terra_ferma wrote: »

I think they'll get more annoyed when they realise they have been blocked, as they have already said they can't find these items very easily. However if they don't understand how stars work, I can't have them buying from me.
But I see what you are saying, which is why my dilemma, and why this thread

PS if they had contacted me they would have got their money back, or at least a partial refund. I think the problem is more so with small, cheap items, as people can't be bothered to return.

If you really want to contact them, the safest way is via letter.

JPS29

terra_ferma wrote: »

I think they'll get more annoyed when they realise they have been blocked, as they have already said they can't find these items very easily. However if they don't understand how stars work, I can't have them buying from me.
.

Or.... They could use their OH's account or friend, relatives account to buy from you, again leaving multiple low stars and then you will be more annoyed.

You have said the stars were justified so its not really fair to try imposing the importance of the stars to your buyer, more important to resolve the issues that are causing the justified 2 stars, could have been worse, you could have been negged too

Sketchly

The best thing to do with DSR's is ignor them, i used to check every day and get peeved when i had a low but i dont bother checking anymore, no point.

soolin

Sketchly wrote: »

The best thing to do with DSR's is ignor them, i used to check every day and get peeved when i had a low but i dont bother checking anymore, no point.

There is a lot of point in making sure you watch the expanded dashboard. It's too many 1 or 2 * ratings that get a seller suspended and whilst I am sure Terra is a long way off having any real issues it does pay to be aware of any patterns that emerge. I would be doing the same worrying as terra on this, why are the low stars being left especially if they are left against very positive feedback.

Read this thread only posted today:

https://forums.moneysavingexpert.com/discussion/3205818

JPS29

terra_ferma wrote: »

I've had a seller living 2* for item as described,

Their reasons for not being happy are 100% genuine.

Soolin, not sure why you would be worrying in this position, Terra has acknowledged the 2 stars are justified,???

hermum

I can see where you're coming from that they didn't bother contacting you before leaving low * but you feel that they were justified in doing so.
If as a buyer I had left low * & the seller contacted me I would be annoyed.
Can you put something in your listings, if any problems at all please contact me, etc. (I know the chances are that you already have something but maybe make more of it)

mikey72

So you agree the low stars are justified?
You rang the buyer and told them (falsely) that the item had had other complaints, and so reinforced their opinion?
The buyer has said that other items from you were good?
You think that the buyer would have been justified leaving negative feedback, but didn't so as not to spoil your 100% rating?
You've blocked they as you don't think they understand how stars work?
They'll be annoyed as they're hard to find items and you would have expected them to buy more from you?

Don't you think that is a spiteful response, to a buyer who has followed the correct system, even actually been kind to you with feedback, and if you have blocked them, why do you want to harress them further?

Sketchly

soolin wrote: »

There is a lot of point in making sure you watch the expanded dashboard. It's too many 1 or 2 * ratings that get a seller suspended and whilst I am sure Terra is a long way off having any real issues it does pay to be aware of any patterns that emerge. I would be doing the same worrying as terra on this, why are the low stars being left especially if they are left against very positive feedback.

Read this thread only posted today:

https://forums.moneysavingexpert.com/discussion/3205818

But why? eBay doesnt tell you who left them when or why.. or even for what item! sure you can do reports but even when / if you find out who is it what are you going to do? you not meant to know so you cant do anything about it.

Most small businesses on eBay are so concerned about feedback and DSR's that the forget neglect the important bits like sourcing good stock, communicating with potential buyers and marketing and most importantly... enjoying themselves and what they do.

All you can do is provide the best products and service possible, if people decide to give 1- 2 * its up to them... no pleasing some people.

This is how I look at things and I have been a TRS since it started.