Neutral Feedback

mimi1234

OK, so this isn't a biggie but it's annoying.

I sold a LIP PLUMPER and the buyer has left me neutral feedback saying IT'S MADE NO DIFFERENCE TO MY LIPS, THEY ARE AS THEY ARE.

Is this normal? If I bought something like that from Boots and went back and said that, they would probably tell me to clear off.

soolin

mimi1234 wrote: »

OK, so this isn't a biggie but it's annoying.

I sold a LIP PLUMPER and the buyer has left me neutral feedback saying IT'S MADE NO DIFFERENCE TO MY LIPS, THEY ARE AS THEY ARE.

Is this normal? If I bought something like that from Boots and went back and said that, they would probably tell me to clear off.

Actually Boots would almost certainly give you a refund. I took back a foundation once from their No7 range , not expecting anything but just to moan that it was horribly greasy, and they just took it off me, checked my receipt and gave me back my money- I was really shocked.

mimi1234

soolin wrote: »

Actually Boots would almost certainly give you a refund. I took back a foundation once from their No7 range , not expecting anything but just to moan that it was horribly greasy, and they just took it off me, checked my receipt and gave me back my money- I was really shocked.

They only do that if it's their own branded products as far as I am aware, unless you have had a major reaction to the branded product sold instore.

Well done you though!

soolin

mimi1234 wrote: »

They only do that if it's their own branded products as far as I am aware, unless you have had a major reaction to the branded product sold instore.

Well done you though!

The amount of make up I've chucked away because it has felt odd, or the colour wasn't as described - and I don't even wear anything other than a bit of a base to cover up my roseace.

The least your buyer could have done was contact you first- it might be worth an appeal to ebay on the basis that the feedback is a review of the product and not true feedback for you. It doesn't really fit their removal criteria but you might get someone sympathetic and assuming you are a business you might be able to persuade them this will have a negative impact on future sales.

Crowqueen

If you are selling these as a business you have to accept returns and provide detailed and legally compliant returns policies. Shops will have testers to provide the buyer with the ability to test products before they buy. Online regulations mean you have to take returns on products a buyer just doesn't like within a certain period of time - see the DSR hub here: http://www.oft.gov.uk/business-advice/treating-customers-fairly/dshome/.

As Soo has demonstrated, offline shops will usually offer returns despite providing tester kits. The odd item that gets returned in an unsellable condition is provided for in their accounts and the goodwill having a clear and friendly - and legal - returns policy stated at POS far outweighs the costs of having to actually come good on it. A sports shop I went into the other day had a 28-day returns policy elaborated on a notice by the till, though for store credit or exchange only, meaning I could buy a tee-shirt for my boyfriend without knowing his exact size, keep the receipt and be able to return it for an exchange later on if I had bought the right size. He is quite tall but also quite slender; I thought about a medium at first then bought large just in case - it's the first time I've bought him clothing and I hadn't got my phone on me (it isn't charged up most of the time).

It's common practice and no reputable retailer would ever tell you to 'clear off'. They would be afraid of losing your business. Therefore online retailers really have to behave in a similar way.

If you are just a private seller this does not apply but personally I have a blanket change of mind return policy - it means people are likely to contact me before they get the hump with anything I sell. Perhaps you should have a look at the DSR site if it would affect you; it is only applicable to fixed price items at the moment but will extend to all business sales, BIN and auction, next year. Even a private seller is usually encouraged to have something friendly like a statement 'Please contact me if there is a problem or delay as I am always willing to help'.

A little approachability goes a long way.