Received 16 Wrong Negative Feedback. need help SAVE ME FROM THIS BUYER

[tushardang]

Hello Everyone
Very Warm Greetings!

I am a new seller on eBay and started my eBay INDIA shop in April, 2010.

In past two months i have sold 390+ items. I have shop inventory of 3000+ items. My eBay shop "BriefMoment" is largest Apparels shop on eBay INDIA. All my buyers are very very happy with there products and my service.(read my +ve feedbacks)

My efforts in bringing apparel's category to life have been recognized by Team eBay. I have been given space on daily deal Twice(Once was for original Jockey Brief where we gave 46% Discount on MRP and last was on Friday, 28th for All White men's Essential Range - 9pcs for Rs 333)



But Lately some eBayer's are abusing me. Some of these are new to eBay and do not take feedbacks seriously while some buyers who are old, deliberately leave negative feedback.

More then 70% of buyers do not leave Detailed Seller Feedback. Of all my sales on eBay(393 till date)
I only received 154 detailed rating.


More over i have been driving new buyers to eBay and as reward 90% of these new buyers are leaving negative feedback. I am very disappointed with this whole situation and need eBay's / Experienced member's feedback on this Situation.



I recently had a transaction with Buyer Id : sayantika
This lady purchased 16 items from me (bra's , panty and other discreet stuff)

The paisapay id for this transaction was 26622549161
She paid for them on 01/05/10 and I shipped out the items on 05/05/10

The items were dispatched via on dot courier which provide delivery with in 48hrs.
AWB was 216224671.

The courier company's representative made 19 attempts to deliver the item, but the buyer was never available at the registered address.

We even provided this lady the contact details of the courier'd local office.


Later, we told her that .... rather she emailed us that since she is not getting the item we should call this deal off!

I offered her refund on receipt of item back.
But instead she opened up item not received case on us.

In Resolution center We immediately offered her refund and stated
"
WE ALREADY DISPATCHED THE ITEM.

THE COURIER PERSON TRIED TO DELIVER THE ITEM 19 TIMES
WE EVEN COMMUNICATED WITH BUYER AND PROVIDED HER THE CONTACT DETAILS OF THE LOCAL DELIVERY OFFICE.
WE HAVE ALREADY LOST THE OWNERSHIP OF THE PRODUCT.
WE WANT OUR BUYER TO BE HAPPY. WE WANT THEM TO COME
BACK AGAIN TO EBAY FOR THERE PURCHASES.
HENCE WE ARE READY TO REFUND THE BUYER.
WE EVEN COURIERED THE CHECK TO BUYER BUT EVEN THAT CHECK OF DIDN'T REACHED HER"



After Refund now she have let us 16 negatives (one each for her item) stating "The seller never sends the item. Pls dont trust him"


i sent the items on time.
the courier person made numerous attempts to deliver the item.

All the details are there on the tracking website.

Kindly suggest me way out from this situation.

I have appealed against all these feedbacks in eBayCourt, but the buyer is not responding to it.

Dear Team eBay and Senior members,
Please guide me to fightback from this situation.

I will feel real bad if these feedbacks are not revised.




The over all situation on eBay India is very unorganized.

The fee charged in Apparel category is 10% of sale(5% paisapay fee + 5% final value fee).
Instead of recognizing our efforts in attracting new buyers, we are facing problems due to lack of knowledge of these new buyers.

It would be interesting to know How my fellow Buyers / Sellers/ Team eBay reacts on this thread.


Awaiting reverts...

With Warm Regards,
TusharDang


PS:-> if you are on the jury panel on eBaycourt. Please help me by voting on my case.

[linusstudios]

Hi!

This is really unfortunate. But at least you can afford to get the negatives removed in CC. We had got 7 neutrals with 1 DSR from similar irrational Buyer. We lost our powerseller status because of that.

After our DOD promotions for Mufti Shirts- we got a neutral as-" Item is fine not the best"
And a negative where buyer had purchased wrong Size and left feedback without even sending a single message.

No price for guessing what was feedback score of these buyers. i.e. 0 .

Being in the same category I do wonder How you are managing profit at the price you are offering?

For us its not always the landing price+ shipping+eBay fees we have to take in consideration while deciding the minimum BIN Price. There are a lot of indirect costs which come into scene after a product is sold. Returns, Loss of courier and size exchanges are a few of those . So there has to be a little cushioning in the pricing for adjusting these jerks.

Also DOD's are attracting a chunk of new buyers as given example above who are really not big experts on Feedback & DSR System of eBay. My recent neutral and negative for Mufti shirts will vouch for that. So if has to be deal it has to be for sellers as well with so much reputation and money in stake...

[tushardang]

I want to restrict these new buyers from buying my items.
But my eBay a/c manager & category manager suggested that it will affect sales.

I have already mail'd them up that if i bring new buyer on ebay i need there support in maintaining good DSR.

In last two months i have sold 395 items. I just received 152 feedbacks and 104 DSR.
I do not want eBay to beach any of there policy for people like us but a decorum should be maintained.

Like->

1. Follow up calls to leave feedback should be the responsibility of Website not sellers.
(we pay very heavy selling fee i.e. 5% paisapay + 5% final value fee)

2. Proper mailers and promotions should be executed.

3.I do not see any banner on homepage stating that undergarments or shirts are sold on eBay.


I do not want shameless self promotions, but items that we are providing at steal away prices should be highlighted.
I want promotions for the entire category for which we are charged 10% fee.

The sales are not satisfactory. You talk'd about how i am managing profitability.
The truth is, I am not getting any profits out of ebay business. Rather i am sustaining loss of 15,000 to 20,000 a month by selling on eBay.

Our daily sale is only 8,000 INR on eBay.in that is 42-45,000 a week.

If we do not touch sales of at least 5,00,000 INR a week
Technically , We can not continue our association with eBay.

5,00,000 is a very small figure. If we can not get it on eBay alone, we might have to move out to close eBay account/ we might move to other online trading websites/ start our own website.
Our priority is eBay as it provides good brand image . But anything that do not convert into sale is useless.

Hdfc Charges only 2.5% for accepting online payment directly into our bank a/c.
I am just waiting for eBay to revert back in systematic manner. We either need justified fee structure or higher sales.

The type of Prices that People like you and I can offer is un-compared in All INDIA.

As per my current Sales
http://farm2.static.flickr.com/1281/4659020339_9807e0a1be_b.jpg

i am eligible for Level 2 Power Seller(Silver Power seller)

But due to lack of after sales support from ebay(remember we have heavy 10% fee for each sale to eBay) and lack of INDIA buyers knowledge(read unawareness about eBay) my DSR is low.

[rhtdm.6624]

Hi

Mee to also agree with all. Buyer are thinking about there own only. They not think that how much this feedback is important to the sellers. Recently I have received negative feedback from the buyer. Buyer brought product 3rd march and its delivered after 3 days after the payment and in may 30 means after 48 days buyer left negative feedback says that phone not have camera. But what he done in between this period?? Why he not informed. When I wrote mail to inrs team that fool team is saying that this feedback is fair and we will not remove it. See what a great policy of there.

Who will save sellers???

Thanks
rhtdm.6624

[amitava123gems]

Ebay is trying to boost buyers but this is misuse of freedom. I have seen the sellers listings. Seems to be a very promising seller.

[photoshopindia]

I did deal with this seller and according to my personal experience.

If you sell an item for cheaper price than the market, you will probably get -ve on ebay.

I bought 2 jockey brief from this seller at Rs.65 per item with free shipping, market price is above Rs.100

I am sure, i wont get this deal again in the future anywhere.

Still he is getting -ve, ebay need to change its policies.

[tushardang]

The buyer have reverted back in eBayCourt
she says"
The deal was made on 1st May. After few days the seller told me that the items have been shipped, though I never recieved any. He told me that the courier person came many times which is absurd.I have always someone staying in my home so it cannot possible that > 5 times the courier came and left. After few days he himself admitted that he has chosen a wrong courier company who actually stolen his stuff or misplaced it. so i asked him pls give me back my money and I will not take any action against you. he intially agreed but never return the money, just made false promises & excuses. I am a regular buyer on ebay, and I am sorry to say this is the most bitter experience I ever had on ebay. and also it never happened with any seller that they send and the item went back to them as no one there to receive it at home. please see my feedbacks given by different sellers. I think this seller is not genuine and he should be barred to sell at ebay, unless there will be many more unsatisfied customer like me."
===========================================
my revert was

Let me counter that point by point.
A. Yes the deal was made on 1st

B. On 5th item was dispatched and details were uploaded/ emailed to buyer
(AWB:216224671 ONDOT COURIER WITH DELIVERY ANYWHERE IN INDIA IN 48 HRS FLAT!)

C. Absurd is my experence with this transaction. I am not throwing anY blame on the buyer. I work on a very simple principle. "Customer is always right, Even if he is wrong, THE CUSTOMER IS ALWAYS RIGHT!

We believe people are basically good.
We believe everyone has something to contribute.
We believe that an honest, open environment can bring out the best in people.
We recognise and respect everyone as a unique individual.
We encourage to treat others the way WE wantS to be treated.

D. Only to serve the customer better we paid extra and made 19 attempts to get the product deliver(Read: A painful wastage of time)

E. I am not judgemental, I do not want to comment where she lives ,@ what time she comes back home, or who lives/ does not live with her.

F. When we say that customer is always right we mean it, The buyer said the choise of courier is wrong and we did not had any option but to agree with her.

G. She did asked for her money back and i agreed (Again Read: Customer is always right).

H. We courier'd her a check of full value. But like earlier No one was available at her place we tried thrice and decided to call back the packed
(It Now felt like hitting head on wall, A very painful wastage of time and MONEY!)

When she open'd up an item not received case on ebay. we again offered her full refund with following statement
"WE ALREADY DISPATCHED THE ITEM.
THE COURIER PERSON TRIED TO DELIVER THE ITEM 19 TIMES

WE EVEN COMMUNICATED WITH BUYER AND PROVIDED HER THE CONTACT DETAILS OF THE LOCAL DELIVERY OFFICE.

WE HAVE ALREADY LOST THE OWNERSHIP OF THE PRODUCT.
WE WANT OUR BUYER TO BE HAPPY. WE WANT THEM TO COME BACK AGAIN TO EBAY FOR THERE PURCHASES.
HENCE WE ARE READY TO REFUND THE BUYER."

After this interaction we called up the customer but she chosed not to answer our call. We text'd her that we have already lost the item, We also lost'd the money. Kindly do not leave us with a negative, we tried to serve you with out of turen priority. A negative will definatly make us feel bad about this deal. As expected she left me with16-17 negatives.


I. We chose to be honest. This is not by force, but by choise. No one, I repeat , No one can take negative action on us for there own mistakes. This buyer is no exception.

J. We are 402 sales old on eBay with 100% buyer satisfaction(In just 2 months). With sales of over 3,00,000 in different categories. Chosed twice for Deal Of the Day offers. We have numerous Repeat Buyers, We gets mesgs every day to list custom listing for buyers. We enjoy being this way. That the way we are. We do not need to flaunt who we are , what we do, How many +ve feedbacks we have, what other buyers asys about us. Our Listings and strong customer pull speaks for itself. In past 60 days we have given 328 new buyers to ebay. All of then were happy, will be happy because our action speaks louder then words.

K. No matter how many hardship we faced , We tried and tried to work out a deal with this buyer. In real sense of the word, SHE MADE THIS DEAL ONE OF MY MOST BITTER EXPERENCE ON EBAY!

L. I have 3300+ item live at any given time in Women's Lingerie & Sleepwear category. the total Items in this category is 4508 (Read: our contibution is 70% plus). Even after being in this monopolic situation, We pay 10% plus fee to ebay (5% paisa pay+ 5% final value fee plus listing fee, shop fee, management fee etc). If eBay do not want us here they just need to shoot a mail. We are very egoistic and image consious. In absence of both these eliment we are unwilling to continue our association with eBay.
You are no one to judge weather we should be here or not.

I am very pissed of with this transaction. I want to block this buyer from buying any item from our inventory, but then "Customer is always right, Even if he is wrong, the customer is always right".

I want this feedback to be revised and justice to be done.

[linusstudios]

Having Dealt personally with seller, I can say blindfolded that he wont cheat, someone who's business turnover on eBay is in lakhs wont cheat a customer for a couple of thousands, ,, whatever the reason was this dispute could have been resolved by a positive communication from buyer's end.

You dont go to a shop and start abusing them if they dont home deliver your item in time. You ask them politely for delivering it as early as possible. If you do this any person haveing little self respect will throw your money on your face and ask you to shoot off, and never come back to his/her shop..

Courier companies are not being run by our uncles, they work at their whim and are many times severely affected by many external factors. So some delays and lapses should be dealt with patience and rationality.

This is really high time that some policies of eBay are modified to protect a genuine and sincere seller like tushardang to continue his business with utmost pride and satisfaction. We sellers always want to do a deal which touches heart of buyers, let us not be forced to do only business deals here on eBay.

[rhtdm.6624]

Dear tushardang

Its sure that these negatives will be removed. But main thing is that ebay consider only that seller got negative feedback they not looks that who done wrong. Because same thing happened with me. I am 1001% sure that they will take action against seller only.

Regards
rhtdm.6624

[tushardang]

Today another new ebay'r came in . his item was ordered, paid, dispatched and recieved in less then 48 hrs. as soons as he received it. he left me another negative. he wanted a perticular color and in the listing itself i clearly mentioned twice that the listing is for assorted color.

In another case, i received negative for an item for which i never received clear payment.

I also received two nuterals today. in all today was very painful day for me on ebay.
If this trend do not change(read ebay do not take action). we will be heart broke from the core of our heart.
Its not painful because new buyers are ruining our business and repo.

Its painful because ebay is not even bothering to look into this matter.

Such are life dairies...

Now what do we do about this. Is that why we are paying heavy fees (10% + ) ?



Where are ebay Pink's ?

Why are we not getting any official revert from team eBay?


I assume that community board is a place where team ebay and fellow sellers can interact.

I do not see any participation of ebay pink in this thread.

Hence i am left with no other option but to leave team eBay with seven day's notice.

I expect ebay to look into this matter and do the needful.

If our plea is not heared. we will not create any chaos.
Thats not the idea.


The idea is that if ebay doesnt hear our problem, does'nt help in resolving issues, dosent even provide us exposure and sale. We will start to dis-associate our business from ebay.

With every day passing, I expect sellers from PAN INDIA to keep this thread live. Every week, i will remove 101 items from my inventory(currently 3300+) and transfer it to other etrading portal. It would be interesting to see how and when Team ebay(Popularly known as ebay pinks) wakes up and respond.

With Warm Regards,
TusharDang
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