What can I do about unfair negative feedback?

[DomesticDisaster]

I sold an item and the first thing I've heard back is negative feedback to say it doesn't work. I think this is really unfair as they never contacted me to say so and to let me rectify it (I am sure it does work though but that's possibly not the issue). Anyway, I have sent them a message to say I think it's unfair that they haven't contacted me and that I will refund them no problem.

I suspect they won't contact me though so I'm wondering what can I do about the feedback? Just leave a comment to defend myself?
Is it the done thing to try to phone them?

There isn't a great deal you can do unless they have broken any feedback rules such as leaving a positive rating with a negative comment, using expletives or mentioning an Ebay case.
You can request a feedback revision from them following a refund, but they may not agree to this, or may accept the refund and then not revise the feedback.

Personally I always feel that a calm and factual follow up is the best thing to do - keep it short and just say that had you been aware of a problem you'd have refunded without hesitation.

I have been in a similar situation myself this week - someone bought an item and just before the 60 day feedback limit was up left a neg saying the item didn't work as they'd hoped. I too was very cross as what they had bought was a temporary accessory item intended for very short term use and not something supposed to be reused over and over for weeks on end - which was what it transpired they had been doing.

My listing is very clear and mentions all of that, as does the instruction leaflet that comes with it. It's not my fault the buyer can't read, follow and understand simple instructions but I am stuck with their neg.
I have left a polite but firm follow up which hopefully shows anyone looking at my feedback that the buyer is a loon and I am very reasonable.

Like you I had no knowledge of their dissatisfaction prior to the negative - and yes it is annoying that people don't bother to get in touch before leaving such comments. To me that is just the polite thing to do if you are unhappy with a purchase.
I believe that Ebay are considering changing things so that negatives cannot be left without the seller having had communication and an opportunity to resolve the buyer's problem. This is something they need to do as this sort of numpty buyer can unfairly damage a good seller's reputation.

Oh I'm glad it's not just happened to me. What annoys me most is that I just had no idea there was a problem until it was too late.

It is so weighted towards the buyer. I don't think there is enough seller protection at all. I hope you are right that they are going to change things. Time will tell if that makes a difference!

I've also just had first negative feedback today from a buyer today without any prior communication, complaining that 'label was XL but actually a tight L'!!! He has ruined my 100% feedback and I would've refunded him if he'd asked!

I agree with you Domestic they need to change the system for sure! Some unscrupulous buyers really spoil things for honest sellers!

What wording did you use in your follow-up 80sbabe? I am struggling to come up with something polite!!!!

My wording is probably only relevant to my own listing, but it says :
"Listed as single use - buyer used for 6 weeks. Would have refunded if contacted"
My listing is crystal clear about the lifespan of the item and anyone looking at it will see that.
Like I said I hope that my follow up shows that I am reasonable and in this case the buyer has not been.
You only get 80 characters so it can be hard to say all that you want in such a small space.

I did contact the buyer before leaving the follow up and explained again that the item they bought was clearly for single use. However I would be happy to refund them if they would agree to a feedback revision.
They refused my request saying they expected more for their money - the item cost £3 including postage

I think behaviour like this has become more common since Ebay stopped sellers from leaving negative comments. Buyers know they can't get a neg back so they don't care. I also think there is a small percentage out there who actually enjoy ruining 100% records.
Ebay should have thought the process through a bit more and offered sellers some protection from this behaviour.

Thanks for replying 80sbabe, I will say something along the lines of would've refunded if they had contacted me first! I have calmed down a bit now, and have had loads of bids in the last couple of days for other things I have for sale, so it doesn't appear to be putting anyone off as much as I had feared it would!

Issima - how did you ask for feedback withdrawl? Did you just ask them or is there a formal way of doing it? I know it's too late as you are leaving Ebay but you could always block the bidder so they couldn't bid on any of your items. I've done this for mine just incase.

If you go into your feedback and scroll to the bottom of the page there is a Feedback Forum link.
From that link you will get a menu on the right hand side and a feedback revision request link.
If you click there any negative feedback will show and if you just follow the instructions you can send a revision request.
You are allowed 5 individual requests for every 1,000 feedback comments received.

Blocking anyone who has behaved unreasonably is always a good idea. Although it does seem unfair that only buyers can leave negs these days, I often feel that a lot of negative comments say more about the type of buyer than the seller and a good seller follow up often will not harm an account.

I have blocked lots of buyers I have come across from reading other seller's feedback and even some I have seen being unreasonable on Ebay's forums. I have no qualms about it, if I see an ID and I think "wouldn't want them as a customer" they get blocked

It's about time eBay realised that they make their profits from the sellers rather than buyers and treated sellers with a bit more respect by making it easier for us to leave reasonable feedback.
I've heard that many sellers are now getting fed up of the whole system (me included) and selling less and less.

I agree it's about time ebay treated sellers better. It is too easy for buyers to 'blackmail' sellers into offering partial refunds on perfectly good products. I've not been on ebay for very long but I'd say I experience this behaviour about once a week.

I contacted ebay about it, but received what I think is a standard reply about working things out with buyers.

Massive thanks to you all for the advice above, which I needed to keep me sane today. Thanks to you all I've known how to (a) respond coolly and factually to nasty unwarranted negative feedback from a buyer; (b) report the buyer for threatening (and using) negative feedback to try to obtain money from me without trying to resolve the alleged issue, and (c) blocking this buyer.

Bloody ebay.

fergoose isn't on this thread but she's terrific as well.

I've just had a neg from a buyer as well, saying item was not recieved. I sent a message pointing out that s/he should have contacted me and I would either have refunded or sent a replacement: I am selling a quantity of identical items (copies of a book which I published), free postage so am sending them all second class. The fucking listing says; if you don't recieve your item let me know, because things do get lost in the post and I am prepared to replace a vanished item, but this wanker didn't do anything apart from leave feedback saying 'No product recieved, very poor'.

Oh and it pisses me off that sellers can't leave negative feedback except by leaving a positive sign and a negative comment, I have had two or three non-paying buyers and every time their feedback would have three or four comments along the lines of Timewaster! Doesn't pay!

If sellers opened non payment disputes every time payment was not received (so buyers receive strikes) and if buyer requirements are set to exclude those with 2 or more strikes within 12 months, then a lot of these non-payers would be unable to bid or buy and would be weeded out.
I am afraid I show no mercy and I do automatically open cases after 4 days and if payment is not forthcoming close them on day 7.
It's very frustrating that people who repeatedly don't pay still remain active.

As for your recent neg solid I do frequently wonder how many illiterate people there are on Ebay. They don't read the listings, they don't read that you have a return / refund / replace policy, they don't read instructions as to what the item is and yet they will still lay the blame at the door of the seller.
I agree it's very unfair and infuriating and as sellers we should be able to have such negs removed if the buyer has failed to understand English.
What we need is some form of numpty strike to go alongside the non-payer strikes

I have to say I'm amazed at how crap Ebay 'Customer Service' is.

Update: buyer replied to my email to him/her apologising, saying s/he couldn't get a message to me before and that the item was not marked as dispatched, so we are currently waiting to see if the Post Office deliver it on Monday. If not I will send another copy and s/he will withdraw the neg.

I've got a really nasty, unwarranted and personal neg from a buyer. I have followed ebay's instructions about 'what to do' to the letter, and have now received a vile message from her.

Because I'm new, this has really dragged me down in terms of % rating as well as morale.

Ebay are changing the system and introducing "report a buyer" for sellers.
Instead of having a choice between leaving positive feedback or no feedback there will be an option to "report buyer behaviour".
Ebay will then be able to review events and complaints and take action against buyers who are aggressive, make unreasonable demands or who are abusing the system.
If sellers do report any issues they have it should start to weed out buyers who are misbehaving but it will rely on sellers doing their bit.
Personally I think it's much needed and will be a welcome addition to help sellers feel a bit more secure and looked after.
It doesn't get introduced until October though, so a while to wait yet.

That's useful to know 80sbabe. I might try and stick with it till October, in that case.

I would also welcome ebay changing its policy of allowing buyers' feedback to stand that includes unwarranted use of the word 'liar' and various other insults. I was really surprised to read on its website that ebay allows such nasty, personal insults to remain, even after ebay has accepted that the seller isn't at fault.

Hope someone sues ebay for it one day. Ebay is just as responsible as the buyer for publishing the unwarranted and damaging comments.