Are feedback policy statement actually active?

[priskas_coven_shop]

Hi, 

I'm writing here today because something weird happened to me. Basically I have a small shop selling wiccan items and crystals, after a sale of an item I received a very negative feedback from a buyer. Now, my problem is that in the feedback she stated my crystals are not real, and this is not an opinion but a defamatory action even if I told her that if she was not happy with the order she could send it back, but she didn't send it back, instead she started to be abusive privately in the messages asking me a refund and then she didn't even started the return process and left me a harsh feedback with defamatory sentences on it, and as stated in the feedback policy "We remove all feedback that contains any:

• Personal attacks that could harm the reputation of the seller or their business and could not reasonably be viewed as constructive criticism"  

After I contacted the customer service four times nothing changed. What should I do to be listened from eBay? Please help me, no one deserve to be treated like that. Does the buyers have all the power to treat us as the would?

Thank you

[therenewalworkshopltd]

Firstly, if you are selling to make a profit, you should be using a business account.

Something that you should consider as your earnings will be reported to HMRC.
As by not doing so, you are actually trading illegally, as you are not providing customers with their consumer rights.

As regards the negative, it is not a personal attack, nor is it defamatory.
They certainly don't actually say that they are fake etc.  Just that they are not bright red as described.

[moonlight-rhapsody]

What have Customer Service said? 

I gather that the best time to contact CS is first thing in the morning when you are more likely to get someone in Ireland who you can have a more satisfactory conversation with.

I've looked at your feedback and I thought you responded to the buyer in the right way.  If I was thinking of buying from you, that buyer's feedback wouldn't put me off.  Initially I thought the buyer might have been a newbie who didn't know about ebay's return system, but with a feedback of over 3000 themselves, that can't be the case.  I wonder if one of your competitors is behind it?

I don't suppose the buyer would buy from you again, but make sure you block them just in case.

[honeymonster007]

Their description does mention they may arrive a different colour to the ones in the picture, also mentions their perfect for stress relief!

[*vyolla*]

First off, the feedback is not defamatory.

Secondly, the photo of the items that the buyer has received are nothing like the photo.

The photo on the listing must be the same item as the one that the buyer is purchasing. The listing is for red carnelian, the listing description mentions red carnelian too, but the ones in the buyers photo that they've added to their photo are not red. 

[priskas_coven_shop]

Rest assure I will, once I reach the bound that yearly the HRMC set up. Because of the colour (I specified that natural stones may vary because of their nature) I offer the opportunity of a return but she didn't take it. Anyway you don't need to write the properly word fake to mean it you could write "it is hard enough to know what crystals are real enough on here" that means you harm my reputation supposing they are not true

[dch2112011]

Your response to the negative feedback was positive and showcased your customer service which is exactly the correct way to turn a negative into a positive.

The content of the negative feedback shows customer dissatisfaction and frustration initially stemming from the stones being massively different from the listing photo, with any stretch of the imagination the colour of the stones are completely different - a mention in the description stating the colour may slightly differ does not cover it !

I would suggest that if the colours and the form of the stones differ so massively that your photos reflect this by including the various colours that the stones come in and a statement that the stones will be randomly selected from the colours available at the time of order.

If when approached you tried  apologising and accepting the listing was misleading and changing the listing to be more factual - refunding the customer immediately or sending replacements resembling the listing  you would possibly have avoided the negative feedback and retained a customer

Customers are simply buying the red stones or very similar stones as you described to them - 

What is always a good idea is to step back, try to understand the customers reason for complaint - ignore any personal comment or slur, put yourself in the customer's position and react accordingly - professionally as you have done with your feedback response

[priskas_coven_shop]

The customer service at the beginning helped me driving me in all the process but after I sent the request for the feedback report,  they made the decision to don't remove it so I asked clarifications at the customer service and they ended up with the only reason that the decision has been made and I have to accept it and hang up straight away.

Thank you for your words, I really appreciate it but you know how frustrating is that the buyer could write everything and you have to accept it without complaining 

[priskas_coven_shop]

Yes I offer a return but didn't accept it nonetheless she wrote me harsh messages privately. Stress relief properly

[roger_roger_over_and_nowt]

"Their description does mention they may arrive a different colour to the ones in the picture".

As pictures form part of the description then doesn't that leave the seller facing claims for not as described.

Buyers should receive what is shown.

[priskas_coven_shop]

Thank you, but I'm not complaining her dissatisfaction, I offered the return of course, but she didn't accept texting me privately that she would bin them. What I'm not happy with is that she supposed I don't have real crystals that it s not true, she didn't express an opinion she stated it 

[priskas_coven_shop]

Yes of course you are right, and I offer a return, but she stated I have not real crystals that it's not true 

[roger_roger_over_and_nowt · Accepted solution]

"I offer the opportunity of a return".

Unfortunately all of your listings state "no returns accepted" .

Some buyers are not aware of their rights via the MBG so go straight to the "leave feedback" option and don't think there is any point in contacting the seller at all.

Might be wise to change your returns policy,gives potential buyers peace of mind.

[gjalp]

Carnelian ranges from orange to reddish brown. One error is mentioning red in the description. I agree that a photo showing the range of colours would be beneficial.

you mention abusive messages, these can be reported to ebay and I would recommend that you do. You offered a return which was refused. In my opinion, you have  reached out to the buyer and they declined the return. As far as the buyer is concerned, block and move on. You will probaby have to ride out the neg but your reply should satisfy any future buyer

[priskas_coven_shop]

I offered a return before the feedback was done, because she contacted me privately but she didn't take the opportunity and after sent that feedback stating I have no real crystals that it s not absolutely true. Anyway after 3000+ transaction on eBay you should know something like this I think

[therenewalworkshopltd]

Rest assure I will, once I reach the bound that yearly the HRMC set up

Not sure where you have the idea that you have a yearly allowance from?
The only allowance, is that you can trade up to £1000 (Incl postage) before you have to register as self employed.
And that £1000, is your turnover NOT your profit!
This however does not mean that it's ok to not provide customers with their consumer rights.
Which is why you should start when trading with the correct account.

[priskas_coven_shop]

Thanks for your reply, I will be more meticulous with the listing in the future 

[ile136yz]

You dealt with the Buyer's Negative Feedback comments in a friendly pleasant manner, and eBayers can see this.

Ebay CS will answer you by saying that the Buyer has given their opinion in the Feedback, so will not remove it.

Perhaps, you should consider Blocking this eBayer, so they cannot purchase from you again.  NB The eBayer can still contact you via the original message, just ignore.