When to leave neutral feedback?

[aliciawatkins]

I've been wondering lately how other sellers deal with situations where the buyer clearly did not read the listing description before purchasing, didn't respond to a convo reminding the buyer of the description, then gave neutral or negative feedback without contacting or replying to the convo about the exact thing the listing description/personal convo dealt with...particularly in a case where the aspect of the purchase in question was something trivial, like the gift packaging it was sent in, or something similar but free to the customer.

Assume a follow-up email has been sent, and also went unreplied to, and assume that you know the buyer has given unfair feedback to other sellers before...what would you do?

Would you give the buyer a neutral feedback, or possibly even a negative one, to not only reflect the quality of the transaction and lack of communication, but also to warn other sellers that the theoretical buyer might be a difficult customer?

Or would you let it go and just leave no feedback?

In other words, when is it a good idea to leave neutral or negative feedback about a buyer?

[Former_Member]

The topic of buyers not reading things is on here a lot today! How frustrating. It looks like the person who left the neutral feedback was unhappy with the frame, while some of your listings clearly state you use thrift store frames. It looks like the listing in question said so, too. It looks like you tried to convo with this person about their problem? I know some people believe the customer is always right, but I'm not one of them. If I were in your situation, I wouldn't feel bad, after doing my due diligence, if I left a comment stating person had complaints about things clearly listed in description and didn't respond to attempts to remedy. I'd make it neutral feedback, too. Good luck!

[Former_Member]

It's tough to say. I think I would leave neutral or positive feedback. Though, I might make mention of how the customer took issue with the product about something that was clearly stated in the listing and her poor communication. We get customers who do not read the listing all the time! So frustrating!

[HausofAriella]

The thing about leaving feedback for buyers is that it isn't visible to anyone other than the two of you. It's taken into account when calculating the feedback rating, but it won't help other sellers in the future. I really think that Etsy needs to change the way their feedback system works. Sellers should at least have the option to respond to negative or neutral feedback so that it's visible on their feedback page. Luckily, she just left you a neutral so it didn't hurt your rating. I wouldn't worry about it too much.

[Former_Member]

There's a reason why we can leave feedback for the buyers too!
You should definitely leave a feedback explaining what went on. And make it either a neutral or negative! It was not a positive experience for you and you should not make it seem like it was. Be honest.

[aliciawatkins]

Well, I'm not trying to call anyone out or discuss a particular transaction, since that's an Etsy Don't -- but yes, let's use my shop as an example.

I do use secondhand frames in my shop for everything larger than a 2x3 that's not a wooden hoop, and I've been concerned in the past that buyers might be unhappy with the frames they get -- so much so that I often send convos asking if they have a color preference, or even photos of candidate frames they can choose from, and reminding them that they're secondhand, so they're going to be "tastefully distressed," even though I include that information in the listings anyway. It's also in my shop policies.

I also try to fend off these issues by making the cost of the frames "free" to buyers, so they don't feel they're paying for a frame they don't like in the end. The shipping cost reflect the cost of shipping with a frame, but that's it.

It's frustrating to take so many precautions and end up still not getting through to customers sometimes. I guess that's what I figure we have neutral/negative feedback for.

But I also feel like feedback on Etsy is a more delicate thing than elsewhere, and I kind of wonder what everyone's criteria is on leaving buyer feedback. What makes something a "neutral" for you? What makes it negative -- is it only negative if the "buyer" fails to pay for the order? Or are there other criteria you use to determine neutral/negative feedback?

[aliciawatkins]

Yeah, Ariella, I agree with that -- I wish there was a way to be able to read the feedback left by other sellers. I feel like it would help me know how to best handle potentially difficult customers, and I wish Etsy would give us an opportunity to respond in public. I appreciate that in other platforms that allow for buyer/seller feedback.

In terms of theoretical feedback I'd personally leave for a theoretical buyer, there's no way I'd ever leave positive feedback for someone who did not read the item description/shop policies, did not respond to my attempts at communication, and made no effort to voice dissatisfaction privately so it could be resolved before posting public feedback.

Maybe that would mean I would never have another sale from that buyer again, but I have so many happy customers that are a joy to work with that there's no way I could put that type of transaction in the same category as the almost entirely wonderful interactions I have with other buyers.

[kluster]

Alicia,

I just took a look at your shop, and as a potential buyer, I could see where customers may be dissatisfied with their particular frame. You seem to use a wide variety of styles - and it's hard to know someone's taste, especially if they won't email you back.

However, I look at this issue as something you could probably try to correct in-house, since it's a repeat problem. Examples: Can you raise your price a bit and use a consistent frame from a local craft store? Can you sell these without a frame? Can you rephotograph these pieces as you make them so the frame pictured is always the frame you receive? I know some of these suggestions may not be practical - I'm just throwing out ideas. You have a fabulous shop, and it'd be terrible to see your reputation at stake over buyer misunderstandings. Especially when, as a seller, I can see that you go to great lengths to guarantee satisfaction.

Hope this helps!
-Laura

[Former_Member]

I think most people know that there are unpleasant buyers (and sellers!) out there and, after having enough transactions, we're bound to run into one sooner or later. I wouldn't worry too much about it (easier said than done, I know). Like Laura said, if it's a common issue you're having, maybe there's away to get around having these frames? If you feel you did everything in your power to try to satisfy this customer, leave neutral or negative feedback with a note stating (to the point) something regarding poor communication (less than stellar communication?) or not reading full item descriptions. At least, that's what I would do.

IE: Thank you for your business! For future reference, please be sure to read item descriptions carefully when shopping on Etsy. I'd hate for you to have to deal with an issue like this again.

[Former_Member]

As a buyer, if I receive less than perfect customer service I do not leave fb right away. Often if I'm really disappointed in the product or baked gift that I send to a family member I will wait on fb. I wait because I need to calm down.

Then unfortunately I leave a positive with no words, no reply and no message in the option box.

I know this makes me wishy-washy about the transaction but with etsy' current policy if the seller hasn't left fb for me about transaction by the time I do, then he/she has the option to go into their fb and leave negative for me.

I don't want to screw up my rating with a bad comment from a seller. Its not the right thing to do, but its all I have.

[aliciawatkins]

Thanks for your opinions, everyone. Like I said, I'm not necessarily discussing a specific transaction, more looking for standards and stories of when others have chosen to leave neutral or negative feedback for buyers, to see what the range of opinion is out there. I think I'm getting a clearer handle on what my own standards are, but I'm interested to hear what others think and do.

The fear of getting retaliatory negative or neutral feedback is always problematic. I often wait to give feedback to buyers until they've contacted me or left their own feedback for me, just in case there turns out to be an issue for me to fix before they're completely satisfied. I feel I can't really be sure they're satisfied (and the experience has been "positive" for both of us) until I hear back from them.

In terms of my own store, the frames are not a problem that needs solving; I've only had one time when the secondhand frames caused any sort of issue. Like I said, I make sure to contact people and even send photos of possible frames, which are no cost to the buyer, and my customers really love that. It's eco-friendly, economical for me AND the buyer, and it's optional -- my policies and relevant listings state they can opt out of the free frame if they choose. It also allows me to keep a variety of frames on hand for all types of requests, color schemes, and for the variety of cross stitches in my shop, which are different enough from each other that they really benefit from multiple options.

The recurring theme in my shop is that people are pleased with the variety and eco-friendly option.

In the particular case where the frame caused an issue, it WAS actually the exact frame pictured in my photographs that I sent, so I do not believe that would have solved the issue.

(And yes, Nicole, exactly! That's a great template for a comment, and similar to my follow-up email, which was much longer (lol, you can tell I write a lot!), but equally diplomatic, and I made sure to kindly point out the spots where I'd stated my frame policies and the fact that the frame was in fact the exact one pictured and was also free...etc. I was hoping to be able to get some personal interaction about that particular situation from that, but I've stopped expecting it as that was over a week ago.)

[Former_Member]

It would have to be blatant misrepresentation for me to leave a neg. plus a dispute claim would have to go along with it cause I'd want my money back. This of course is only conditional. If the seller works with me and hears my complaint then I'd rather resolve the issue.

if I wasn't happy with an item due to taste differences, I'd chalk it up to buyer experience- no neg. or neutral feedback.

I'd just as soon not leave any feedback if I can't leave a positive.