Unfair bad feedback received

[modeldepotuk]

So yesterday i received what i believe to be unfair bad feedback, heres the story,

buyer messages me at 19:03 in very broken english basically saying he hadnt received what he ordered.

i reply at 19:04 asking what exactly he had received compared to the order.

no reply, and still no reply up to right now.

in that short time the buyer left me negative feedback, so i havent had the opportunity to help, or even find out what the problem was, yet the buyer can just leave negative feedback, and most probably apply for a refund.

Ebay took the side of the buyer when i asked for the feedback to be removed, simply stating that the buyer said they hadnt recieved what the ordered.......that cannot be right surely, because the buyer (with a very low feedback score) says that ebay takes it as gospel truth?

i think the buyer did receive what he ordered, but he thought he ordered something else, and if ebay would have forced them to communicate with me about it i could have fixed it one was or another.

i am fairly new to selling properly, and this has really annoyed me as i now dont have 100% feedback, i have done what i can to get and keep that 100%, so this does annoy me, any advice please?

[tressygirl]

Low feedback does not show any impression that a member should be believed or not,  we all started with a zero feedback, and gradually we work our way up depending how often an account is used, and to be fair most peeps don't leave any feedback.

eBay would not remove that feedback,  as it doesn't break any feedback rules, and eBay cannot see the item sent,  or received.

The only way now to remove it,  is to try and communicate with this buyer through messages,  see if you can find the root of the issue,  amend it if possible , and then ask them if they would kindly complete a feedback revision you can send to them. 

End of the day,  you've left a good follow up feedback,  that may be the last thing you can do here.

One thing, you address yourself as a business in your feedback but are selling on a Private account,  this is for peeps selling unwanted used items,  you may need to register your account as a Business Account.

@modeldepotuk 

[jckl1957]

You should, as advised, upgrade to a business account.

https://www.ebay.co.uk/sellercentre/selling/create-ebay-business-account

Because you have a 'no returns' policy, unhappy buyers will think they have no right to send back their purchases if they are not what they expected as seems to be the issue here.

I can understand why your buyer was disappointed.  If I looked at your listing and only looked at the main picture and the next 3 pictures, I would expect the items I bought to look like those images.

If what arrived looked like the final pictures, I would probably leave negative feedback.

Sorry, but I think your main picture should show the buyer what they are buying.

If you want to include a single final picture showing what the finished items could look like, that would be fine.

[modeldepotuk]

When I buy a packet cake mix from the shop it shows the finished cake, it doesn’t show the ingredients inside, someone buying model figures expects to have to build them and paint them themselves, what a strange thing to say, picking fault with how I have my pictures setup, I have sold around 12 of the same item btw, and received great feedback on them all, so, no, I don’t think it’s the pictures that gave the buyer the wrong impression, next will it be my fault if he can’t paint them up to that standard? thanks for the advice on becoming a business seller though, I’m looking into that.

but how about we get onto the subject I asked about, why leave bad feedback without giving me even a minute to respond? This is what I was asking? Is this what eBay selling is about, is this what I ought to expect? 

[modeldepotuk]

Hi, thanks for the reply, I didn’t mean low feedback amount gives the impression of whether or not the buyer is good or not, I know we all have to start somewhere, I was suggesting that as they are new to eBay, they might now know just shooting from the hip and giving negative feedback before following other courses of action is the best thing to do, merely a suggestion that perhaps this is something eBay could look into? Perhaps help or encourage newer eBay users to resolve problems, I would have done everything I could to help this buyer and make them happy, rather than get the negative feedback score

[tressygirl]

Yes,  unfortunately some members and not only new members,  use feedback as a ' messaging board',  not sending the seller a message first,   to try and resolve the issue.

eBay do leave guidance how and when to leave feedback, but this is for the member to follow if they wish, and  remembering that the leaving of feedback is entirely voluntary .

@modeldepotuk