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To find running an ebay business really stressful?!

(29 Posts)
joogle Sun 29-May-11 10:11:43

I've worked hard to build up my reputation as a clothes seller on ebay. I'm a top rated business seller with over 1500 transactions. I work hard to keep customers happy but am so upset when I turn on my computer to find people leaving negative because colour didn't exactly match their opinion of turquoise or they think sizing was a bit out (measurments always put on listings) or item took too long to arrive (I always post next day) I get so stressed with these comments and being constantly on edge as every comment affects my future sales, argghhh!

igetmorelovefromthecat Sun 29-May-11 10:24:40

YANBU...I have run an ebay business for years too, though for the last couple of years I have mostly managed to sell my clothes through other avenues rather than ebay for the reasons you have mentioned. The turning point for me came when they changed the rules so that sellers couldn't leave a neg. Now the buyers just take the piss.

FabbyChic Sun 29-May-11 10:26:59

Make sure you have a good returns policy, i.e you accept returns for items that a customer is not happy with and refund all that they initially paid.

As a business seller you have to do this anyway, but if you make it clear you are happy to deal with any problems to their satisfaction it should miniminse the negs.

joogle Sun 29-May-11 10:27:23

I pay my taxes and do my best but some people are just so unreasonable, I'm only human! Which other avenues did you find?

igetmorelovefromthecat Sun 29-May-11 10:29:26

Through ebay I made contacts in Europe who buy from me in bulk so I can largely bypass ebay (and save on the extortionate ebay/paypal fees!).

joogle Sun 29-May-11 10:39:31

I changed it to no returns as I found people just wear things and send them back dirty so I couldn't re sell them. I sell alot of high end dresses and it lost me a lot of money sad

joogle Sun 29-May-11 10:43:25

Do you think a few negs/neutrals make a big difference to sales?

nethunsreject Sun 29-May-11 10:47:08

if you sell a lot, then i don't think people expect 100% positive feedback. I know i don't! and often there can be one or 2 negs that stand out a mile. if your feedback is generally good, don't be worried.

sympathies. some people are nutters.

MollysChamber Sun 29-May-11 10:47:55

TBH I'm not sure a few negs in amongst lots of positives makes a massive difference. Particularly with clothes where it is very much based on personal opinion and shape anyway.

What puts me off is when a seller has responded in a sarky or unhelpful way. Very unprofessional. I think it is good to post replies but be very careful about what you write.

Gotabookaboutit Sun 29-May-11 10:54:44

I have just gone back to selling on ebay and am finding the new rules a bit frustrating but am adapting. I to wholesale allot to Europe but its very slow at the moment sad

FabbyChic Sun 29-May-11 10:55:05

If you sell items on a BIN then you have to offer returns according to the distance selling regulations, it is because you have NO RETURNS you are getting the negs.

MonstaMunch Sun 29-May-11 10:55:18

you have to develop a thick skin in any business

FabbyChic Sun 29-May-11 10:55:49

If you sell items on auction then offer a return but not postage costs.

Gotabookaboutit Sun 29-May-11 11:24:32

Fabby is correct that BIN's are 'returnable' by law under the DSR - if you make clear in your terms that you will not refund any P&P then they will have to return at own cost, unless item is faulty - I offer returns on Auctions and Bin with this couched in very nice terms -have the odd item back but not many - I also offer them use of my photo and description in the 1st instance if they wish to re sell - quite a few people have done this and some have made a profit smile

Unless you state no return postage paid and no original p&p refunded in your terms - you are liable for both under DSR and again if you let it get to a paypal claim they will refund the full amount.It about adapting your business model

joogle Sun 29-May-11 11:41:24

I offer returns on all buy it now's but do state return postage is at their own expense. I had one person leave me negative f/b because they thought a dress was fake, I refunded them plus return postage & even offered to send them the original receipt but they ignored all my messages, a competitor perhaps?!

Yes you're right I need to develop a thick skin!

Gotabookaboutit Sun 29-May-11 11:49:43

Joogle - Its about not taking it personally and just seeing it as a business transaction and if you do get a neg - understanding why and if it was justified, change what the 'problem' was and if it was unjustified responding in a clear non confrontational way to the feedback.

huffythethreadslayer Sun 29-May-11 11:50:23

I'm sorry, but it's not just a case of developing a thick skin. Nowadays, Ebays rules mean that if you get a number of negs, or even just low ratings on customer expectations, you'll lose any discounts you have on fees. Basically, I have 100% feedback, but have 5 people who've left low quality ratings on things, such as despatch times. This, despite the fact that I've outlined I post within 3 working days. Apparently that's not quick enough...not when combined with Royal Mail! I've also had a couple of 'item not as described'. These things combined mean that if I get a neg or two, I could have my selling activities restricted. I loathe Ebay now, as do many sellers, but there isn't an alternative. It used to be fun too sad

FabbyChic Sun 29-May-11 11:52:16

A good seller would offer returns on anything they sell, I do, but I wouldn't accept postage charges for change of mind on something I sold on auction.

I've one neg and I mis represented something so it's my fault.

You have to not get negs, or disputes if you get too many you get kicked off eBay and that is your selling days over.

Mandy2003 Sun 29-May-11 12:04:45

Not only will you lose discounts - very few low ratings (bearing in mind that probably up to half of buyers don't know how the ratings work) will get your ability to sell restricted, then get you banned.

It is a truly incredible system - they want you to improve your ratings but then prevent you from being able to sell and therefore make improvements! Also, anything less than 4.6 out of 5.0 on any of the ratings classify you as a bad seller!!!

GiddyPickle Sun 29-May-11 12:11:21

YANBU - obviously as a seller there are things you can do to ensure good feedback (honest description, fast packing and posting, fair postage price etc) but sometimes customer perceptions / expectations are just unreasonable and you can't do much about that.

I have seen people get negative feedback for "the postman left it on the doorstep" and also lots from buyers who just haven't read the description properly. I was looking for thermometers on there ages ago and people had negged a seller for sending a farenheit thermometer despite the fact that the listing was absolutely crystal clear about this.
And I've seen negatives for slow delivery even where the seller comes back and says that they sent it the next day and have proof of posting to show this and that it's not their fault there have been Bank Holidays in a row.
Is there a way for sellers to get unfair negs removed?

joogle Sun 29-May-11 12:23:28

You can have the actual comment removed if you cite defamation but it will not remove the actual neg. They used to removed them if the comment was critising something which had been clearly stated in the listing, i.e. 'red dress with broken zip' and the buyer wrote 'bad seller, zip broken' but they won't do that anymore

NestaFiesta Sun 29-May-11 13:08:34

YANBU OP. The system is crazy. I recently was stitched up by a buyer and had to leave POSITIVE feedback that said "Avoid, buyer did not communicate or pay". I mean that's stupid, right?
I've also had a buyer complain a crimson top was too purple and wrote to me to complain. I

I also had a buyer write to me and ask if the trousers (Brand new with tags)were the wrong length would I send her a refund? I said no, I have stated the length, please decide if they are right before buying. Cheeky mare!

Adair Sun 29-May-11 13:23:02

i usually look at the details of the negative feedback and go by the seller's response (and what the buyer put),
eg
'Sorry you didn't like the dress. Offered to return at buyer's cost. Buyer declined.'
or
'The dress was turquoise as described. i am sorry i do not offer returns'
are fine.

'This buyer LIES, watch out!!!!!' or 'yeh well i said no returns so suck it up'
then I would avoid!

FabbyChic Sun 29-May-11 14:34:01

Leaving a positive feedback with a negative comment can get you a policy violation on your account, you cannot leave a false positive, best thing to do is leave no feedback.

izzywhizzyletsgetbusy Sun 29-May-11 15:53:46

If you are selling at auction on eBay, check the feedback that your bidders have left for others and cancel their bids and block them from bidding on your auctions if it appears that they are less than reasonable buyers.

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