Archive for the ‘Negative Feedback’ Category

Dear eBay Queen:

I would like your opinion on what I should do about a recent problem I had with a seller on eBay. I collect movie posters, and I occasionally sell them too.  A few weeks ago, I bought a really unusual movie poster for myself on eBay. The listing stated there was writing on the poster but it was faint. There was no mention of what the writing said, so I thought it was a name or address.  I couldn’t see the writing in any of the pictures, so I didn’t see any need to doubt the seller.  I really needed this piece for my collection, so I bid and won.  When I received the poster in the mail, the writing was not faint it was clear as day.  The worst part was it was the “F” word written in pencil prominently on the top right corner. I immediately wrote to seller and politely explained my disappointment.  

A week went by and no response from the seller.

I belong to an online discussion group that is just for movie poster sellers. I described what happened and got a variety of answers. A dealer-friend of the seller wrote to her and tipped her off that I was probably going to leave her a negative feedback. All of a sudden, I received an email from her. She claimed she had emergency surgery and that's why she never wrote back. I didn’t buy the explanation and I left her negative feedback.

Now, the seller friend of hers, (that I also know,) is pressuring me to remove the negative because she apologized and she said she was sick. My problem is I think she's sorry that I left her a negative, and not that she falsely represented an item. She ignored my email. I am sure that if I didn't write about this on that discussion group, she never would have written back to me.

What do you think I should do? Should I keep the peace between dealers and remove the negative, or let her suffer for her dishonesty? What do you think?

MovieLover; Hays, Kansas

Dear Movie;

This is one of those times where I think it’s imperative to dig a little deeper.  From what I understand, it is important for you to figure out if the seller really did have emergency surgery. Did your mutual dealer friend verify that she indeed had surgery? Is she a member of this discussion group? Has she posted anything about her surgery? I would verify that she did have the surgery (since this is vital in helping you make the decision).

If your seller did respond, what could she have done to have prevented her from receiving the negative?  Did you want to return the item? Keep and receive a partial refund?  I would email the seller and let them know what it is you would have liked for them to do. 

What will happen if you don’t remove the negative? You need to decide which is most important to you; the respect of your colleagues or to punish the person you feel did you wrong?

Dear eBay Queen:

I primarily sell books and other items on Amazon. I received this notification: “Canadian postal workers are on strike as of June 03, 2011. The strike will impact the delivery of shipments to Canada. If you have recently shipped orders to Canada via US Postal Service Media Mail, we encourage you to contact the buyers to let them know that delivery might be delayed. For orders you have not yet shipped, we recommend using a shipping method other than Canada Post during the strike.”

I am wondering what “shipping method” I am supposed to use besides Canada Post?

Jessica H; Kansas City

Dear Jessica:

The only shipping methods I am aware to Canada are the following:

·         Canada Post

·         United Parcel Service

·         DHL

·         FedEx

All of those will cost you quite a bit more than sending the item First Class International via USPS.  I would suggest you turn off international shipping, or if you don’t want to do that, you can always email the Canadian buyer and let them know that since the Canadian post is on strike it will take quite a bit longer for their item to get to them.

Strange eBay item of the week: eBay item: 290570418311 (enter this number in the eBay search box in the top right corner of the home page): It’s hot and time for a swimsuit! Check out this vintage Catalina Swimsuit SOLD $430.00. http://cgi.ebay.com/worlds-cutest-vintage-swimsuit-ruffles-Catalina-Sz-14-/290570418311

Suzie Eads is a nationally known eBay marketer and eBay trained Education Specialist. She lives in Rantoul. Do you have a question for the eBay Queen? Email: questions@asktheebayqueen.com

Dear eBay Queen:

My good friend sells on eBay. She complains all the time that buyers do not leave feedback for her first.  I’ve told her that there are many reasons why a buyer may not choose to leave feedback and some of those reasons have little to do with a buyer being a satisfied customer. I am primarily a SELLER on eBay. I do occasionally make personal purchases from my seller IDs.  I don't always want my buyers, or the general public, for that matter, to be privy to personal items I may purchase on eBay. If an eBay seller chooses not to leave me Buyer feedback, without reciprocal feedback, that is their prerogative. My friend and I have discussed this and really just wore out the topic.  What are your thoughts on the subject of asking for feedback?

While we are on the subject of my friend, her listings are full of statements regarding reciprocal feedback. One of her terms is, "don't bid on my items if you don't leave seller feedback." The terms of service in her listing forms are a stage for her to gripe about the workings of DSR's and seller fee discounts.  (Maybe a tutorial on how to ensure sellers get their "DSR" ratings would be a better term.) We’ve discussed her eBay terms before, and I don't deny that DSR's can affect a seller.  I just don’t think her listing form is not the ideal place to rant about matters of business, which a buyer could care less about. I don’t think she realizes it, but she is sending the message to potential customers that she is "doing them a favor conducting business with them, and if they aren't willing to comply with her expectations, to get lost." I guess if it were me, I would completely avoid my friend’s listings if I were a potential buyer.   I’ve tried to tell her to think like a buyer who is unfamiliar with eBay. Once they read all her verbiage, they will bolt.  She just doesn’t seem to care.  There is NO other retail venue where a customer’s patronage is subject on a buyer leaving feedback. Why any eBay seller would want to convey such a message to potential customers is beyond my comprehension, but I'm more than happy to sell to those customers who might by chance, choose to browse MY items after they hit that back button.  I perform regular market research. I KNOW these buyers have a bunch of options to choose from to spend their dollars, and I'm grateful to have them consider my offerings.

The last time a brick and mortar store offended me with some unreasonable expectation to enter their store I made the decision never to shop there again. Customers vote with their feet or with their "back button" as the case may be on the Internet.   What do you think about sellers begging for feedback?

Darlene S. Topeka, KS

Dear Darlene:

In recent years, it seems to be more and more important to receive feedback. I don’t completely understand this obsession with feedback.  As a seller I am a bit nervous to ask for feedback.  Maybe I’m superstitious, but I’m worried if they haven’t left it, and I have to ask for it, then maybe it won’t be a positive one.  I know that some people feel feedback numbers are important, and the higher the better.

I agree with you when it comes to the crazy terms in some sellers listings.  I know where these freaked out sellers are coming from with all the crazy terms, but I don’t think they care or realize how it sounds to someone that doesn’t sell on eBay.  When I read some of the more extreme terms, I tend to believe they have had some kind of wild buyer to make them that way.  It’s been my experience that most people do not even read the listing, let alone the terms.  I know even when I am bidding I tend to look at the photos.  I have to remind myself to read the description.

If your friend still wants to keep asking for feedback and keep her terms let her! It takes all kinds of sellers to make the eBay world go round. 

Strange eBay item of the week: eBay item: 300537801556 (enter this number in the eBay search box in the top right corner of the home page): Everyone needs a good #2 pencil now and then, especially when it comes with a $2277.29 Home Depot gift card. SOLD $1901.05   http://cgi.ebay.com/Pencil-and-Free-Home-Depot-Store-Credit-2-277-29-/300537801556

Suzie Eads is a nationally known eBay marketer and eBay trained Education Specialist. She lives in Rantoul. Do you have a question for the eBay Queen? E-mail: questions@asktheebayqueen.com

Dear eBay Queen:

I had an eBayer buy 13 books from me with my combined shipping rates posted in my listings.  I shipped the items the next day.  After the buyer left me feedback, I received 13 1 star scores in my DSRs, thereby trashing my account for an entire year and preventing me from becoming a TOP SELLER according to eBay’s rules. After doing a little research, I found out the buyer is another book seller on eBay, A TOP RATED SELLER who DOES NOT POST HIS COMBINED SHIPPING RATES in his listing!!

I thought maybe the DSR scores he left were a mistake. I emailed him to ask if he was happy with the sale. He emailed me back, and said “everything was fine.”

I went above and beyond what I said I would offer in my listing.  I told him I would ship media mail, but I sent the books priority shipping with insurance and tracking.  I called eBay customer support because I read on the feedback information page that “We also have safeguards in place to protect sellers against unfair negative or neutral feedback.”

Could you help me figure out what I am suppose to learn from this? Do you think this seller/buyer did this to prevent me from being a Top Seller?  Why did they buy the items if they were only going to ding my stars?

Bookish

Dear Bookish:

I do understand your frustration, and if this had happened to me I would be livid! I wish I had some really good advice for you.  In a situation like this I would contact the Dean of eBay Education, Jim Griffith griff@eBay.com and let him know what happened.  He will look into it.  If he sees any improprieties he will take action.

This is a really tough situation. I know how important it is to be a Top Rated seller to many people who sell on eBay.  I’ve read lots of articles and believe that most buyers do not understand the Top Rated Seller Program.  eBay has done it’s marketing to the sellers on it’s importance, but not to it’s buyers.  Buyers want their items fast and at a good price, they are not looking for a Top Rated Seller badge.  I know this doesn’t help much.  I hope that Griff is able to help you and the ones will be removed from your Detailed Seller Ratings.

Dear eBay Queen:

I’ve been selling for a year or so. People tell me it is good for your business to sell worldwide. I’ve sold a few things without a problem to other countries, but I am wondering if I should continue to do so.  I was sitting at Starbucks the other day and overheard these 2 women talking about eBay.  They were discussing selling internationally and talked about all the risks.  I butted in on the conversation, and here’s some of the information I learned from them.

1.      Germany, France, Italy, and Israel are high risk and up to 50% of our packages have issues in these countries.

2.      Always ship with tracking

3.      Be prepared to eat 5% of your orders when the buyers file claims because the customs agent stole it.

What do you think of this advice? Is it more of a risk than its worth to sell internationally?? 

Sharon R.

Dear Sharon:

I am not a huge international seller.  I do sell a few things here and there, but most of my products are bulky and heavy, which makes them pretty expensive to ship over seas.

I have heard the same thing about shipping to Germany, France and Italy.  I don’t know what it is about shipping to those countries, but they do seem to have some issues with customs and delivery.  You can easily alleviate this problem by selecting to NOT ship to those countries.

Never ship any package without tracking.  When I ship overseas, I always include insurance.  I am unsure about statement #3.   I do know that if you add insurance to all of your overseas shipments, you will not be “eating” any of your orders.

There is a risk in selling anywhere, but if you have the goods that international buyers want, I say go for it!

Strange eBay item of the week: eBay item: 220730555241 (enter this number in the eBay search box in the top right corner of the home page): Do you like KFC? Watch American Pickers? Check out this Vintage Retirement KFC Pin seen on American Pickers SOLD $500.00 Check it out HERE