Negative Feedback

[CraftingAddiction]

I had a customer order one of my beaded banners and then left me negative feedback because they wanted a kit. Nowhere in my listing did it say that this was a kit. They never even contacted me to let me know it was not what they expected.

This is the feedback they left:
did not realize this site was already done crafts search or bead banner kits sent me here to your page were looking for crafts to do our selves would have never paid that price

Is there any way to get this off my feedback? It pretty much says that they didn't know what they were ordering.

[rusticcraftdesign]

This is definitely a situation i would send a KAMU.

...and have her return the banner and refund the purchase price?

[Former_Member]

I agree with Sam. Try the Kiss and Make Up and just explain to her that the listing was for a completed banner, not a kit. Offer to refund their purchase price if they return the banner. If that doesn't work, try contacting Etsy Admin. Don't know if they would help remove the feedback, but it doesn't seem fair to be penalized for something when you didn't do anything wrong...

[Former_Member]

I would provide the link to the listing, politely reminding the customer that no where in the listing did it say the product was in a kit form - then I would offer a refund (minus the shipping) if they wish. Always get the product back in resaleable condition before issuing the refund. If that all goes well, then ask for a kiss and make up feedback.

[TheAmethystDragonfly]

That is really odd...

[Former_Member]

I sell printable items, I'm totally paranoid of that happening! I wish I could help you! It's so not fair for you to be penalized for this! Hopefully KAMU will work, or Etsy admin can fix this! Wish people would read things before they purchase!

[CraftingAddiction]

Thank-you everyone for your advice. I will try these and see what happens.

[PiecesofMeCardsnMore]

I love it when buyers put the blame on the seller after they fail to read the description.

[CraftingAddiction]

Thank-you all for your help. I did the "kiss and make up" and offered to make a kit for them. My feedback has been changed to positive and all is good again.

[Former_Member]

Rob White added a one post thread that goes with the dos and Don't about posting about feedback and transactions
TRANSACTIONS and FEEDBACK - Read this first
http://www.etsy.com/teams/7718/site-help/discuss/11825867/

[Former_Member]

Great news! Glad it worked out for you :)

[isewcute]

I'm so thrilled to see this has a happy ending!!! Wonderful news!

Your banners are adorable BTW!

[Former_Member]

I have not yet received negative feedback (knock on a whole bunch of wood), but of course I am extra worried about that first one....

I am so thrilled to read this story that has a happy ending and to read the helpful advice on what to do in a situation of negative feedback before it happens so I feel a bit more at ease. :)

[ALFAdesigns]

I love happy endings!

[CraftingAddiction]

Thank-you for your kind words about my banners June, and thank-you to everyone else for your thoughts.

[rusticcraftdesign]

Sounds like you could have another product line stemming from this incident! DIY beaded banners! =)

[Former_Member]

I had a similar thing although I didnt get the negative feedback, I had a customer who thought one of my stripped elephants were pink and green. She did say that she had been back and looked at the photos and realised her mistake, but the fact that she had been disappointed made me sad