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First negative on ebay, need help for reply Archived From: Online Auctions

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   posted: Jun. 30, 2008 @ 3:15p
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I have 91 feedbacks and it was 100% until I got my first neg. The story is that the buyer won and paid with paypal. I shipped with tracking. Buyer claims she did not get it, looked up tracking and shows delivered. Buyer saying it was delivered 4 miles away, told her that I printed out shipping label thru paypal and you need to contact UPS about this issue since it was out of my hands.

She filed dispute with paypal, I showed tracking and 2 days later, paypal agreed with me and buyer lost claim.

Next day she sents me a long email saying that I screwed her and others, that she will contact the police.

Sure enough I got a neg and it said

Warning, scammer, crook not to be trusted, works the system, rip off

the question is should I reply to the feedback with the tracking info or say something like
tracking shows delivery, item shipped, etc etc

   posted: Jun. 30, 2008 @ 3:15p

Quick Summary is created and edited by users like you... Add FAQ's, Links and other Relevant Information by clicking the edit button in the lower right hand corner of this message.

   posted: Jun. 30, 2008 @ 3:56p
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How much tracking info can you put in there? Put as much as possible and put that you won the Paypal dispute.

   posted: Jun. 30, 2008 @ 4:58p
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chocula said:How much tracking info can you put in there? Put as much as possible and put that you won the Paypal dispute.

Definitely reply to the negative. It will/can only help the next buyer. Don't sweat it too much. if you keep selling, it'll fall off after a year. Everyone gets negatives (now more than ever) so it just becomes part of the cost of doing business.

   posted: Jun. 30, 2008 @ 5:30p
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This is one reason I am very upset that sellers can't neg buyers. If ken can put a negative in her feedback that says "Said pkg not del. when tracking shows it was/Won PayPal dispute against her" then that lets others she is bidding on stuff with know to watch out for her.

IMHO, eBay really screwed up by taking that right away from sellers.

   posted: Jun. 30, 2008 @ 5:51p
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kenpomace said:
Sure enough I got a neg and it said

Warning, scammer, crook not to be trusted, works the system, rip off

You could probably get eBay to remove that because she called you a crook and a scammer. Not sure where they draw the line, but there *is* a line.

   posted: Jun. 30, 2008 @ 5:54p
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ganda said:kenpomace said:
Sure enough I got a neg and it said

Warning, scammer, crook not to be trusted, works the system, rip off

You could probably get eBay to remove that because she called you a crook and a scammer. Not sure where they draw the line, but there *is* a line.

Nope. eBay won't remove that.

* Inflammatory language, such as "fraud, liar, cheater, scam artist, con man" etc., while strongly discouraged, will not be removed.

   posted: Jun. 30, 2008 @ 9:44p
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Did you contact UPS to help the buyer out? Perhaps it was delivered to a wrong address. Stuff like that can happen with all carriers. Good customer service would have been opening an inquiry with UPS and have them investigate rather than telling the buyer "you need to contact UPS about this issue since it was out of my hands". UPS would contact the driver and see if he has any recollection of where it was delivered (even though they deliver hundreds of boxes each day they might remeber a particular residence). Finally, if the driver didn't obtain a signature (even if not requested), UPS took the liability of leaving the package and therefore would be liable for an insurance claim. UPS comes standard with $100 of insurance. Rather than refuse to help out your customer, you should have. You have no way of knowing for sure if she is being honest or is a scammer and regardless, it would have come out of UPS' pocket. Now look what it cost you.

   posted: Jul. 1, 2008 @ 5:11a
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I bought a TiVo from Dell and it was delivered to a similar house number and street name in a city about 15 miles away from my house. Thankfully, the guy who received it called me and I was able to go pick it up.

   posted: Jul. 1, 2008 @ 9:44a
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EVERYONE gets negative now. My prediction is that excellent sellers will be at 96%. The negative feedback helps improve "buyer experiences."

   posted: Jul. 1, 2008 @ 12:10p
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frankjr said:EVERYONE gets negative now. My prediction is that excellent sellers will be at 96%. The negative feedback helps improve "buyer experiences."
Abuse of the negatives will also drive some good sellers away reducing competition & choice.

   posted: Jul. 1, 2008 @ 2:04p
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Here's what I see in this situation:
You shipped to your buyer, USPS for whatever reason probably delivered to the wrong address.
As it's not a particularly high dollar item, there is no signature confirmation - so you'll never know for sure.

What I would have done was tell the buyer that you're happy to resolve the issue, but it will require that he/she participate in the USPS claims process. That is, if she received the item, she'll have to commit a felony by filing for insurance on the item. If she didn't receive it, it's a legitimate claim - loss will be paid you you as the seller and you can reimburse the buyer... Everyone is happy.


Consider her position: She ordered something and she didnt receive it. That's all she knows.

   posted: Jul. 2, 2008 @ 12:58a
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Does anyone else find it fishy that the buyer uses the term "works the system" in her feedback comments? To my mind, only someone familiar with working the system themselves would think like that. Sounds to me like you did the right thing. I'm all for customer service, but from the information you were provided, the package showed delivered. I think it's silly to expect the seller to track down UPS drivers and postal clerks in cities 100's of miles from them when the buyer is local.

   posted: Jul. 2, 2008 @ 9:11a
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USPS does stuff like this all the time, especially when they'll deliver items to neighbors, etc.
Is it hard to believe that USPS messed up?

Given all the information that is available to you as a seller, you've got one of two situations:
1) You have buyer that is "working" the system. Buyers like this will often, but not always, show a pattern of feedback. Was this an expensive item? Something worth "working" the system for? Consider all the variables.

2) USPS messed up, delivered to the wrong location, no signature. Put yourself in the buyer's shoes. Do you just chalk it up and say "oh well"?


I believe that #2 is a viable option. You deal with option #2 by asking your buyer to participate in a USPS claim. If you didn't insure - that's on you as a seller...

I don't think anyone is realistically considering the option that USPS could have messed up.

   posted: Jul. 2, 2008 @ 6:28p
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I left my first neutral today. I purchased many items to get my car ready for resale. The only item that I did not receive was the spray gun to repaint the car. I would have left a negative if I did not send a full refund today (well over 3 weeks and the seller reimbursed with no communication). I know this board is biased towards sellers; however, I find that 75% of sellers are honest and mail their product within a reasonable period of time. The rest are those that post on this board with parcel post or are just trying to play the system. I sell very little, maybe 10-12 items per year; however, when I sell I make sure I put the item out for delivery the next day. I was amazed that I bought an orbital sander to prep the car and I receiver it within 3 days. Needless to say, that seller went to the top of my list of sellers.

   posted: Jul. 3, 2008 @ 5:59a
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I would have done exactly what rocker86 said. As a seller OP failed to address the issue. At least a call to UPS (if USPS then forget it) would have shown some resolution. Now buyer is left out with no help.

   posted: Jul. 15, 2008 @ 2:36p
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What is the policy of UPS /FedEx/USPS on signatures required for delivery?

Is it a substansive additional cost?

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