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Negative Feedback? :(

 
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classroomcleanout



Posts: 10

PostPosted: Wed Jun 25, 2008 5:08 pm    Post subject: Negative Feedback? :( Reply with quote

I just received negative feedback from a customer. I had no idea that she did not receive her books as they were mailed within 24 hours of her purchase and my delivery confirmation # said they were delivered. She made no attempt to contact me and this is the first I heard of it.

Is there a way to respond to feedback?

I've been working hard to ship promptly and am really sad by this.
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acread
moderator


Posts: 11986

PostPosted: Wed Jun 25, 2008 5:21 pm    Post subject: Reply with quote

Just contact eCrater at http://www.ecrater.com/contact.php with the delivery confirmation number, explain the situation briefly but thoroughly and ask to have the negative feedback removed.

It may take a few days before it gets removed.
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thelivesandlovesofmaggiethecat



Posts: 9940

PostPosted: Wed Jun 25, 2008 6:06 pm    Post subject: Reply with quote

Did the customer ever receive the books or if they were sent media mail did the buyer leave feedback before allowing enough time? Have you contacted the buyer to see if the books were left with a neighbor? You can get negative feedback removed but you also need to find out what happened to the books.

Teaching books seem a strange thing to scam you on.
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classroomcleanout



Posts: 10

PostPosted: Thu Jun 26, 2008 2:49 am    Post subject: Reply with quote

Thanks so much for your replies. I don't think she is trying to scam me because she never filed anything with Paypal. I'm wondering if she thinks they didn't arrive (perhaps the package was left on the doorstep and grabbed by someone hoping it was something more exciting than used books).

Either way I'm saddened by the negative and annoyed that she made no effort to contact me and let me know she didn't receive them.

Thanks again!
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acread
moderator


Posts: 11986

PostPosted: Thu Jun 26, 2008 3:58 am    Post subject: Reply with quote

classroomcleanout wrote:
Thanks so much for your replies. I don't think she is trying to scam me because she never filed anything with Paypal. I'm wondering if she thinks they didn't arrive (perhaps the package was left on the doorstep and grabbed by someone hoping it was something more exciting than used books).

Either way I'm saddened by the negative and annoyed that she made no effort to contact me and let me know she didn't receive them.

Thanks again!

Do as Maggie says and contact your customer to ask what happened. Give her the info about the Delivery confirmation.

Maybe she had a wrong shipping address. Maybe it was an old shipping address.

It would be good to check out the reason.
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poopsheet



Posts: 4865

PostPosted: Thu Jun 26, 2008 9:37 am    Post subject: Reply with quote

Yes, don't ask for the feedback to be removed until you know the customer has received their order or is otherwise satisfied.
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gigisconsignmentcloset



Posts: 89

PostPosted: Fri Jun 27, 2008 9:41 am    Post subject: Reply with quote

Definitely chk buyers addy. PP still has the glitch going where it gives you the buyer's old addy. I've had that happen 3 times this week.

But they really should have contacted you first.
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thelivesandlovesofmaggiethecat



Posts: 9940

PostPosted: Fri Jun 27, 2008 11:27 am    Post subject: Reply with quote

gigisconsignmentcloset wrote:


But they really should have contacted you first.


Assuming the buyer is innocent and if they have waited sufficient time for the books to arrive, I think most buyers just figure they got scammed, leave negative feedback and get on with their lives.
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venterapide



Posts: 29

PostPosted: Sun Jun 29, 2008 7:07 am    Post subject: Reply with quote

And how does someone leave feedback on ecrater and where do you see it?
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acread
moderator


Posts: 11986

PostPosted: Sun Jun 29, 2008 7:12 am    Post subject: Reply with quote

venterapide wrote:
And how does someone leave feedback on ecrater and where do you see it?

about leaving feedback see: http://www.ecrater.com/community/viewtopic.php?t=2291


you can click on the link for feedback in the product pages to see them.
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YayBeads



Posts: 359

PostPosted: Thu Jul 10, 2008 11:05 am    Post subject: email communications Reply with quote

I don't have high volume sales and so I can take the time to email the recipient to let them know that the item was mailed and ask them to email me back to let me know that it arrived satisfactorily or leave positive feedback to let me know.

So far, this has worked great. Unfortunately, no one has paid in a manner that would allow leaving feedback (yet), but I do get some very nice emails back from very happy customers.
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