I suppose it's not right...

[IslandPicnic]

to email a customer who left you bad feedback and ask "WHY OH WHY???" Not for this shop, but my parents and I have a vintage shop that we recently opened, and I just noticed a neutral feedback on a really beautiful piece of vintage jewelry, where she said it doesn't "look like real vintage as advertised." WHA?!?!?!?! It belonged to my grandmother! And now people will think we're trying to scam them.

Ugh, I guess I should be happy it's neutral and not negative, so it still shows up as 100% positive, and maybe most people won't read that, but I really just want to write her and say, "Um... IT WAS REALLY VINTAGE!!!!!"

Sorry for venting...

[Arthlin]

Hmm I would probably email the customer and try to fix this, especially since you know perfectly the origin of your item. I would say that I'm sorry the item wasn't like her expectations, but assure her that the jewelry piece belonged to your grandmother. I would ask the customer if there's anything you could do to make her happier with the transaction and suggest the 'kiss and make up' option so she removes the neutral feedback.

[WilliamsGiftshop]

I think you can write them. You have a right to discuss this with them.
But don't expect too much from it.
And like you said: it is only a neutral, so it does not affect your feedback score.

[Former_Member]

Tough one. I know there's the 'kiss and make up' feature, but I 've never had to use it, so I can't really give advice on that.

I think if they didn't contact you before leaving bad feedback then it is pretty bad form, as they're not letting you even try and resolve the problem. I certainly don't think a polite message message asking to sort it out would go amiss. And if it did, then they're clearly the kind of people that are just looking to cause problems.

[Former_Member]

There is a "kiss and make up" feature to feedback here. I don't think it would be out of bounds to contact them and ask them specifically what there concerns were, and assure them that the piece is indeed vintage - if you have any visible means of provenance (a pic of your Grandmother with the item perhaps) you could put their mind at ease. Then if they are open to it you could ask them to kiss and make up & they can change their feedback. If you are careful to word it in such a way that it is good customer service and you want them to be happy with their purchase, rather than saying 'what the heck is the matter with you?!' it could work out.