Neutral Feedback

Firefly_777

A few days ago, I have received neutral feedback from a buyer just saying "OK". No explanation why, no message to why they gave me a neutral. I also noticed that my DSR has gone down to 4.9 across the board (Item as described, Communication, Dispatch time, Shipping and Packaging). By the way my DSR prior to that was 5 stars.

So I did a little investigating... and by checking my reports I found out that this person had gave me 3 stars for Item as described, Communication and Shipping and Handling, and 2 stars for dispatch time!

I dispatched the item 2 days after receiving cleared payment. On my listing it says that I would send the item within 3 days of receiving cleared payment. So I did some more investigating... Turns out my 48 hour delivery with MyHermes took 6 days (it is including a weekend). Looked like they had a problem delivering to the courier.

I know I can't ask why they gave me bad DSRs across the board as they are suppose to be anonymous and it is against ebay policy. But what can I do to rectify the situation and perhaps get them to change their feedback? Can I ask why they have given me neutral feedback? Or is that against Ebay policy too? Also how do I sort out the dispatch time DSR issue? I dispatched within the time guidelines and now being punished for something out of my control (previously I didn't have any problems with MyHermes, otherwise I wouldn't use them).

Any advice would be appreciated

campdave

Send a message asking if there where any problems, and how you can help rectify if there were.

They probably won't reply, and it doesn't meet any criteria to be removed. Your only hope is they may agree to a feedback revision.

Firefly_777

Yes I was thinking about messaging the buyer to see if there were any problems. Campdave, you are right. The feedback doesn't meet any criteria to be removed. Though I wish it was as "ok" isn't helpful to me as a seller or prospective buyers.

pikachu_bumface

It's a real pain but I wouldn't worry about it too much - one neutral feedback won't isn't the end of the world, and your stars will recover in time. 4.9 is still excellent. So long as it doesn't happen again, just keep on selling, that's the only way to get your stars back up.

I would probably message them and apologise for the delay from the courier, say that you had no idea and really grovel. Maybe offer to refund the postage part, as it didn't meet the standards they were expecting. If they reply, you can send them a request to change the feedback, although you can only send a very limited number of these so you might want to save it for if you receive a negative instead.

charlies_mum

pikachu_bumface wrote: »

I would probably message them and apologise for the delay from the courier, say that you had no idea and really grovel. Maybe offer to refund the postage part, as it didn't meet the standards they were expecting. If they reply, you can send them a request to change the feedback, although you can only send a very limited number of these so you might want to save it for if you receive a negative instead.

Not a good idea as you are admitting you know it's them and it's against Ebay rules to identify which buyer marked you down.

pikachu_bumface

charlies_mum wrote: »

Not a good idea as you are admitting you know it's them and it's against Ebay rules to identify which buyer marked you down.

You're right - but I think this is for DSRs only, which as you rightly say are meant to be anonymous and best not to mention that. Although, I don't think it's against the rules to contact a buyer who's left negative feedback, to see if there is anything you can do to resolve the situation, otherwise there would be no facility to send feedback revision requests.

charlies_mum

But they haven't said there was a problem with the courier, the op only knows as they have worked out who left low stars

No, it's not against the rules to ask for a feedback revision.

sharpy2010

Firefly_777 wrote: »

A few days ago, I have received neutral feedback from a buyer just saying "OK". No explanation why, no message to why they gave me a neutral. I also noticed that my DSR has gone down to 4.9 across the board (Item as described, Communication, Dispatch time, Shipping and Packaging). By the way my DSR prior to that was 5 stars.

So I did a little investigating... and by checking my reports I found out that this person had gave me 3 stars for Item as described, Communication and Shipping and Handling, and 2 stars for dispatch time!

I dispatched the item 2 days after receiving cleared payment. On my listing it says that I would send the item within 3 days of receiving cleared payment. So I did some more investigating... Turns out my 48 hour delivery with MyHermes took 6 days (it is including a weekend). Looked like they had a problem delivering to the courier.

I know I can't ask why they gave me bad DSRs across the board as they are suppose to be anonymous and it is against ebay policy. But what can I do to rectify the situation and perhaps get them to change their feedback? Can I ask why they have given me neutral feedback? Or is that against Ebay policy too? Also how do I sort out the dispatch time DSR issue? I dispatched within the time guidelines and now being punished for something out of my control (previously I didn't have any problems with MyHermes, otherwise I wouldn't use them).

Any advice would be appreciated

Some customers are !!!!!!. Its as simple at that

Firefly_777

Well I've tried messaging the buyer yesterday asking if there were any problems with their purchase and how can help etc etc (no specifics just a general query, no mention of DSR). No response as yet. Not really expecting one really though. I'm thinking in a few days time if they do not respond, I could follow up on the feedback he has given me, maybe "Buyer has not contacted me with any problems. Tried resolving. No response". Do you think that's okay or is that too accusatory? Or do you guys think I shouldn't bother in case this person follows up on my follow up?

Yes some customers are ****. I just didn't expect this customer to be one

Firefly_777

Still no response from buyer... Though not as bothered now as "Item as described" and "Postage and packaging charges" have gone up to 5 stars again (more feedback came through).

Though I did notice something that might explain it... The DSR feedback details on the mobile app is slightly different to the classic website. "Dispatch time" is actually "Delivery time" on the mobile app. How is that even consistent?

sharpy2010

Firefly_777 wrote: »

Though I did notice something that might explain it... The DSR feedback details on the mobile app is slightly different to the classic website. "Dispatch time" is actually "Delivery time" on the mobile app. How is that even consistent?

It ISN'T consistent, and eBay isn't consistent. You just have to try your best on eBay as a seller, but it will never be good enough for them.