How do I reply to negative feedback that has been left for me?

[toodarnsoulful2015]

How do I reply to negative feedback that has been left for me? Thanks

[john1297576]

You have replied saying Refunded on the 14th. What you have not considered is that refunds go back to source and if buyer pays by Card, a Debit Card takes 7 days and a Credit card 30 days.

As there is a pretty good chance that the buyer does not know this and hasn't bothered to look to see if the Paid Symbol is now saying Refunded, it might help if you explained this. 

Therefore with lack of understanding by both of you what should have been a simple solution has ended up with this feedback.

[rusticrye]

Refunding doesn't turn a negative experience into a positive one, does it. The buyer never received the item they were looking forward to receiving and enjoying, so is perfectly entitled to leave negative feedback.

Your SHOUTED response is what will put buyers off, not the negative feedback left by the buyer. In future, bear in mind that your response is for future buyers to see what your customer service is like, and how you deal with issues. And the way you've dealt with this will only serve to scare prospective buyers away.

@toodarnsoulful2015 

[pixiesen2012]

the shouty reply wasn't there earlier, the OP obviously decided against the polite route!

[*knight-rider*]

i`m confused by the question, given the o.p followed up to a neg over 6 months ago ok.

[vijorey]

Showing in reply under the recently given neg...

[*knight-rider*]

i know it is, my point is that o.p is asking how to follow up a feedback comment, which is odd, given they followed up on one a few months ago 🙂

[vijorey]

You don't reply...

more details is required...

have the buyer opened a case of not received? Or just messaged you?

the correct way, is buyer opens a case, if you cannot prove delivery you refund through the case and claim with your proof of posting with your courier. You will be refunded your fees.

having done that, you could ask the buyer if they would change their feedback by sending them a feedback revision form

[vijorey]

Your rude reply to feedback was not there when I answered or else would not have left what I did.
Pointless asking for advice...

@toodarnsoulful2015

[pixiesen2012]

you apologise to the buyer,

process a refund,

then send them a feedback revision request