Redisplay Messages: Compact | Brief | All | Full Show Messages: All | Without Replies| Author: | wildchicken13  | | Posted: | Dec 16, 2022 09:21 | | Subject: | Re: Neutral/Negative Feedback | | Viewed: | 50 times | | Topic: | Feedback | |
| In Feedback, Krazee4Lego writes:
| | Thank you for replying, I see that I've been a bit harsh and I'll be
taking a much less severe stance in the future. I've already consolidated
my fees, I think I was breaking everything down too much and I agree that no
one wants to feel nickel-and-dimed, so hopefully I won't be giving buyers
that feeling in the future.
|
No worries. Selling on BrickLink is a learning process. If you look at my own
feedback, you'll notice that I have a neutral from a few years ago complaining
about high shipping costs (which were also stated in my store terms). After that,
I changed my policies, rewrote my terms, eliminated PayPal and packing fees,
and implemented instant checkout. And I haven't had any more negative or
neutral feedback since. 
|
 |
| Author: | yorbrick | | Posted: | Dec 16, 2022 04:24 | | Subject: | Re: Neutral/Negative Feedback | | Viewed: | 59 times | | Topic: | Feedback | |
| | |
Thanks to everyone for the advice. I didn't realize it might be against PayPal's
terms of service to charge for their fees, so I'll look into that and stop
it immediately if that's the case. I outline everything pretty clearly on
my terms page and I encourage quotes/messages for shipping costs, but buyers
seem to choose not to read the terms. Maybe I'll just increase prices across
the board. I'm pretty frustrated at the moment though since I just had this
buyer admit to weaponizing the feedback system and leaving me neutral just because
I left him neutral, and I feel like BrickLink needs to address these situations
instead of ignoring them.
|
I don't think you've solved anything with the change in terms. Adding
on the extra 4% / 5% as a handling fee is still adding fees for apparently nothing
from a buyer's view. I imagine you will still get complaints from buyers
that don't read your terms and least favourites from buyers that do. Just
add the 5% to your prices like most other sellers. Adding on percentage fees
after the event just looks shady.
If BL needs to address anything, they need to address the issue of making sure
buyers know order costs before they agree to the purchase.
|
|
| Author: | TheBrickGuys | | Posted: | Dec 15, 2022 21:19 | | Subject: | Re: Neutral/Negative Feedback | | Viewed: | 79 times | | Topic: | Feedback | |
| In Feedback, 1001bricks writes:
| | | | The problem can be fixed easily: we - the sellers - should stop focusing on achieving
a near -100% feedback score.
|
You mean -100% FB score?
LOL but that's pretty low 
| | What's wrong with 95% positive reviews? Nothing! 95% positive reviews is
an excellent score!
|
No no - see top right of your shop, you're at 99% something, that's good.
But 95% isn't.
Which is one of the reasons that this appreciation system is bad.
Apart this, you're right, agreed!
|
5% dose not sound that bad until you start looking at the math. Example, a store
with 5000 feedbacks would have a combination of 250 negative and neutral feedbacks.
That would mean that out of every 20 feedbacks received 1 would be bad - which
is just too much.
Jim
|
|
| Author: | Krazee4Lego | | Posted: | Dec 15, 2022 21:01 | | Subject: | Re: Neutral/Negative Feedback | | Viewed: | 66 times | | Topic: | Feedback | |
| In Feedback, wildchicken13 writes:
| | In Feedback, Krazee4Lego writes:
| | I had one buyer leave me negative feedback because a part was missing, which
they never contacted me about. I sent it out immediately but I thought that counted
as a violation of using the feedback system to send messages. BrickLink didn't
remove it and I got no response to a follow-up email. I've now had two buyers
leave neutral feedback because they didn't like the cost of shipping, one
for a completed order and one cancelled.
I only charge actual shipping + PayPal and minor ($1-2) handling fees, which
is clearly stated in my store policies. It's really frustrating to be getting
neutral feedback because buyers don't read the terms and then don't want
to pay. I don't control shipping prices and it's not my fault USPS charges
$8.75 to ship a GWP to California from the Midwest. I offer quotes and even encourage
buyers to contact me before ordering if they're concerned about shipping
but it seems like no one bothers to read it.
I don't want to be mean and open an NPB case for every buyer who wants to
cancel but I feel like I need to start doing that to protect my feedback rating.
BrickLink doesn't seem to care if people weaponize the feedback system so
I don't know what else I could do besides emailing every single buyer when
they place an order to make sure they've read the store policies.
Has anyone dealt with similar issues? How did you address them?
|
The buyer is not "weaponizing the feedback system." Buyers are well within their
right to leave any feedback for any reason, whether it be positive, negative,
neutral, or even no feedback at all.
Regarding fees, buyers do not like the feeling of being nickel-and-dimed. It
is better to lump all of your fees into your shipping costs than to tack them
on individually. Better yet, implement instant checkout so that your buyers can
see the final price before they place the order. Few buyers bother to
read store terms.
Buyers don't like high shipping costs. But opening an NPB for those who want
to cancel is a surefire way to lose customers.
|
Thank you for replying, I see that I've been a bit harsh and I'll be
taking a much less severe stance in the future. I've already consolidated
my fees, I think I was breaking everything down too much and I agree that no
one wants to feel nickel-and-dimed, so hopefully I won't be giving buyers
that feeling in the future.
Maybe weaponizing was too strong of a word, but I find it very petty to leave
neutral/negative feedback just because someone did it to you. I have not done
that to other buyers or sellers but I have had both buyers and sellers do that
to me, which makes me wonder what the point of the feedback system is. If I'll
receive poor feedback just for voicing honest concerns with other users, I won't
be leaving feedback anymore, which seems to defeat the purpose of the system.
It may be true that few buyers bother to read store terms, but in my opinion
I shouldn't have to bend to a buyer's every whim to preserve my feedback
rating because of their irresponsibility. I'm more than happy to work with
buyers and cancel orders as soon as possible if shipping is too expensive, but
when they've been wasting my time for days only to cancel and leave me neutral
feedback in retribution it rubs me the wrong way.
I do think maybe I care too much and I shouldn't let one or two negative/neutral
ratings bother me, but when I feel it's undeserved I do get upset. In the
future I think I'll avoid leaving feedback at all if I don't have anything
positive to say, but I shouldn't feel the need to do that when the buyer
behaved poorly.
|
|
| Author: | Krazee4Lego | | Posted: | Dec 15, 2022 20:38 | | Subject: | Re: Neutral/Negative Feedback | | Viewed: | 57 times | | Topic: | Feedback | |
| In Feedback, TallyToyBricks writes:
| | Hi,
There is something wrong with how you are doing customer service or your postage
pricing is out of wack.
You have left 23 Negative and 4 Neutral out of 309 orders.
My store has left 19 Negative out of 4,416 orders (most were pre instant checkout,
so maybe 15 out of 2,500).
Your terms include; "I will not cancel orders because shipping is too high for
you." - but BrickLink specifically allows a customer to cancel an order for just
that reason.
One way to solve the high cancellation rate is clearly show the customer box
dimensions and weight and where you are getting the pricing on your invoice.
As an example; "xyz set is shipping in a box that is 16x12x4 that weighs 2lb
6oz. I used usps.com to calculate the shipping cost of $xx.xx for Priority Mail".
I would cancel (not NPB) an order for a customer that complains about shipping
cost - but that is your call.
Joe
|
Thank you for the advice, I really appreciate it. Going forward I'll explain
precisely how I got the shipping price in my invoices and with my simplified
handling fees hopefully buyers won't feel like they've had hidden charges
sprung on them. I've had some pretty bad experiences with buyers in the past
which caused me to add that cancellation disclaimer, but I should pick my battles
and take a less severe stance.
|
|
| Author: | Krazee4Lego | | Posted: | Dec 15, 2022 20:35 | | Subject: | Re: Neutral/Negative Feedback | | Viewed: | 59 times | | Topic: | Feedback | |
| In Feedback, 1001bricks writes:
| | | | You have left 23 Negative and 4 Neutral out of 309 orders.
My store has left 19 Negative out of 4,416 orders (most were pre instant checkout,
so maybe 15 out of 2,500).
|
Yep, 23+ on 309 is very high.
Here approx 1/1000 orders, on which 99% maybe are for NPB completed and zero
communication, and many of them are since stuck at -1, -2, or -xxx FB rating.
Here also, AC/IP solves/reduces A LOT the problems.
When people click seeing an amount, they generally aren't very unhappy.
PS: I still receive a few OCR "System Problem" and buyer says "I didn't click
to place the order" - which could be true 
|
I've had a lot of NPB cases for buyers simply going dark on communication
after placing an order, 4 of which have happened in the last month for some reason.
I always leave negative feedback after an NPB is completed. I feel like my terms
are laid out clearly in my store but if it's that confusing for buyers maybe
I should try implementing instant checkout because I also don't want to have
to keep dealing with this.
I've already cleaned up my fee system, I do think it was needlessly confusing
and it should have been fairer to the buyer, so hopefully that will mitigate
issues in the future.
|
|
| Author: | 1001bricks | | Posted: | Dec 15, 2022 18:33 | | Subject: | Re: Neutral/Negative Feedback | | Viewed: | 61 times | | Topic: | Feedback | |
| | | You have left 23 Negative and 4 Neutral out of 309 orders.
My store has left 19 Negative out of 4,416 orders (most were pre instant checkout,
so maybe 15 out of 2,500).
|
Yep, 23+ on 309 is very high.
Here approx 1/1000 orders, on which 99% maybe are for NPB completed and zero
communication, and many of them are since stuck at -1, -2, or -xxx FB rating.
Here also, AC/IP solves/reduces A LOT the problems.
When people click seeing an amount, they generally aren't very unhappy.
PS: I still receive a few OCR "System Problem" and buyer says "I didn't click
to place the order" - which could be true
|
|
| Author: | TallyToyBricks | | Posted: | Dec 15, 2022 18:23 | | Subject: | Re: Neutral/Negative Feedback | | Viewed: | 69 times | | Topic: | Feedback | |
| Hi,
There is something wrong with how you are doing customer service or your postage
pricing is out of wack.
You have left 23 Negative and 4 Neutral out of 309 orders.
My store has left 19 Negative out of 4,416 orders (most were pre instant checkout,
so maybe 15 out of 2,500).
Your terms include; "I will not cancel orders because shipping is too high for
you." - but BrickLink specifically allows a customer to cancel an order for just
that reason.
One way to solve the high cancellation rate is clearly show the customer box
dimensions and weight and where you are getting the pricing on your invoice.
As an example; "xyz set is shipping in a box that is 16x12x4 that weighs 2lb
6oz. I used usps.com to calculate the shipping cost of $xx.xx for Priority Mail".
I would cancel (not NPB) an order for a customer that complains about shipping
cost - but that is your call.
Joe
|
|
| Author: | wildchicken13 | | Posted: | Dec 15, 2022 18:13 | | Subject: | Re: Neutral/Negative Feedback | | Viewed: | 46 times | | Topic: | Feedback | |
| In Feedback, Krazee4Lego writes:
| | I had one buyer leave me negative feedback because a part was missing, which
they never contacted me about. I sent it out immediately but I thought that counted
as a violation of using the feedback system to send messages. BrickLink didn't
remove it and I got no response to a follow-up email. I've now had two buyers
leave neutral feedback because they didn't like the cost of shipping, one
for a completed order and one cancelled.
I only charge actual shipping + PayPal and minor ($1-2) handling fees, which
is clearly stated in my store policies. It's really frustrating to be getting
neutral feedback because buyers don't read the terms and then don't want
to pay. I don't control shipping prices and it's not my fault USPS charges
$8.75 to ship a GWP to California from the Midwest. I offer quotes and even encourage
buyers to contact me before ordering if they're concerned about shipping
but it seems like no one bothers to read it.
I don't want to be mean and open an NPB case for every buyer who wants to
cancel but I feel like I need to start doing that to protect my feedback rating.
BrickLink doesn't seem to care if people weaponize the feedback system so
I don't know what else I could do besides emailing every single buyer when
they place an order to make sure they've read the store policies.
Has anyone dealt with similar issues? How did you address them?
|
The buyer is not "weaponizing the feedback system." Buyers are well within their
right to leave any feedback for any reason, whether it be positive, negative,
neutral, or even no feedback at all.
Regarding fees, buyers do not like the feeling of being nickel-and-dimed. It
is better to lump all of your fees into your shipping costs than to tack them
on individually. Better yet, implement instant checkout so that your buyers can
see the final price before they place the order. Few buyers bother to
read store terms.
Buyers don't like high shipping costs. But opening an NPB for those who want
to cancel is a surefire way to lose customers.
|
|
| Author: | Krazee4Lego | | Posted: | Dec 15, 2022 18:00 | | Subject: | Re: Neutral/Negative Feedback | | Viewed: | 51 times | | Topic: | Feedback | |
| In Feedback, jennnifer writes:
| | Hello,
I charge actual Commercial Base postage, (or as close as IC will let me) a $1
handling fee and no Paypal charges. I've heard no complaints about the cost
of domestic postage. Knock on wood.
So, your customers buy one minifig from me and get charged $5. If you charge
them $8.75 then that's why they feel they are paying too much at your shop.
And Paypal fees are a big no-no.
Good luck,
Jen
|
Thanks to everyone for the advice. I didn't realize it might be against PayPal's
terms of service to charge for their fees, so I'll look into that and stop
it immediately if that's the case. I outline everything pretty clearly on
my terms page and I encourage quotes/messages for shipping costs, but buyers
seem to choose not to read the terms. Maybe I'll just increase prices across
the board. I'm pretty frustrated at the moment though since I just had this
buyer admit to weaponizing the feedback system and leaving me neutral just because
I left him neutral, and I feel like BrickLink needs to address these situations
instead of ignoring them.
|
|
| Author: | 1001bricks | | Posted: | Dec 15, 2022 16:52 | | Subject: | Re: Neutral/Negative Feedback | | Viewed: | 57 times | | Topic: | Feedback | |
| | | The problem can be fixed easily: we - the sellers - should stop focusing on achieving
a near -100% feedback score.
|
You mean -100% FB score?
LOL but that's pretty low
| | What's wrong with 95% positive reviews? Nothing! 95% positive reviews is
an excellent score!
|
No no - see top right of your shop, you're at 99% something, that's good.
But 95% isn't.
Which is one of the reasons that this appreciation system is bad.
Apart this, you're right, agreed!
|
|
| Author: | 1001bricks | | Posted: | Dec 15, 2022 16:45 | | Subject: | Re: Neutral/Negative Feedback | | Viewed: | 58 times | | Topic: | Feedback | |
| TL;DR
| | Has anyone dealt with similar issues?
|
Sure!
| | How did you address them?
|
Set up auto checkout and instant payment.
Refund for any problem, or find a solution the buyer is happy with.
Consider you'll lose a bit whatever happens and the best you do.
Forget Feedbacks page - you're the only one to consider it, Buyers don't
care/comprehend the numbers and can hardly correlate with the other shops (oh
96% is a nice score!) - no, it's not.
|
|
| Author: | jennnifer | | Posted: | Dec 15, 2022 16:26 | | Subject: | Re: Neutral/Negative Feedback | | Viewed: | 66 times | | Topic: | Feedback | |
| Hello,
I charge actual Commercial Base postage, (or as close as IC will let me) a $1
handling fee and no Paypal charges. I've heard no complaints about the cost
of domestic postage. Knock on wood.
So, your customers buy one minifig from me and get charged $5. If you charge
them $8.75 then that's why they feel they are paying too much at your shop.
And Paypal fees are a big no-no.
Good luck,
Jen
|
|
| Author: | Gaston.La.Brick | | Posted: | Dec 15, 2022 16:16 | | Subject: | Re: Neutral/Negative Feedback | | Viewed: | 61 times | | Topic: | Feedback | |
| I totally understand the frustration.
The problem can be fixed easily: we - the sellers - should stop focusing on achieving
a near-100% feedback score.
What's wrong with 95% positive reviews? Nothing! 95% positive reviews is
an excellent score! Why are we (the sellers) so focused on those few negative
reviews, when the majority is positive?
So my advise: stop worrying about a few negative reviews. If you feel you've
done everything you can to give a good customer service: let it go. Take pride
in the 95+% good reviews!
|
|
| Author: | peregrinator | | Posted: | Dec 15, 2022 16:16 | | Subject: | Re: Neutral/Negative Feedback | | Viewed: | 49 times | | Topic: | Feedback | |
| In Feedback, Krazee4Lego writes:
| | I only charge actual shipping + PayPal and minor ($1-2) handling fees, which
is clearly stated in my store policies.
|
A handling fee of $1 might be minor but $2 really isn't in my opinion. Maybe
buyers seek to cancel because the handling fee you charge isn't really transparent
in your terms?
|
| Author: | peregrinator | | Posted: | Dec 15, 2022 16:10 | | Subject: | Re: Neutral/Negative Feedback | | Viewed: | 52 times | | Topic: | Feedback | |
| In Feedback, yorbrick writes:
| | PS I thought it was against PayPal terms for US sellers to charge buyers for
PayPal fees. If one of your disgruntled buyers reports you, you could be in trouble
with them.
|
I believe it's not a violation of PayPal's TOS if you charge the same
thing for all payment methods you accept, but it looks a bit sketchy if the only
payment method you accept is PayPal.
|
|
| Author: | yorbrick | | Posted: | Dec 15, 2022 16:06 | | Subject: | Re: Neutral/Negative Feedback | | Viewed: | 52 times | | Topic: | Feedback | |
| In Feedback, Krazee4Lego writes:
| | I had one buyer leave me negative feedback because a part was missing, which
they never contacted me about. I sent it out immediately but I thought that counted
as a violation of using the feedback system to send messages. BrickLink didn't
remove it and I got no response to a follow-up email. I've now had two buyers
leave neutral feedback because they didn't like the cost of shipping, one
for a completed order and one cancelled.
I only charge actual shipping + PayPal and minor ($1-2) handling fees, which
is clearly stated in my store policies. It's really frustrating to be getting
neutral feedback because buyers don't read the terms and then don't want
to pay. I don't control shipping prices and it's not my fault USPS charges
$8.75 to ship a GWP to California from the Midwest. I offer quotes and even encourage
buyers to contact me before ordering if they're concerned about shipping
but it seems like no one bothers to read it.
I don't want to be mean and open an NPB case for every buyer who wants to
cancel but I feel like I need to start doing that to protect my feedback rating.
BrickLink doesn't seem to care if people weaponize the feedback system so
I don't know what else I could do besides emailing every single buyer when
they place an order to make sure they've read the store policies.
Has anyone dealt with similar issues? How did you address them?
|
PS I thought it was against PayPal terms for US sellers to charge buyers for
PayPal fees. If one of your disgruntled buyers reports you, you could be in trouble
with them.
|
|
| Author: | yorbrick | | Posted: | Dec 15, 2022 16:03 | | Subject: | Re: Neutral/Negative Feedback | | Viewed: | 64 times | | Topic: | Feedback | |
| In Feedback, Krazee4Lego writes:
| | I had one buyer leave me negative feedback because a part was missing, which
they never contacted me about. I sent it out immediately but I thought that counted
as a violation of using the feedback system to send messages. BrickLink didn't
remove it and I got no response to a follow-up email. I've now had two buyers
leave neutral feedback because they didn't like the cost of shipping, one
for a completed order and one cancelled.
|
I don't think the negative is a violation. They were missing a part and they
left feedback saying that. Of course it would be better if they messaged you
but that doesn't mean the feedback is intended as a message.
| | I only charge actual shipping + PayPal and minor ($1-2) handling fees, which
is clearly stated in my store policies. It's really frustrating to be getting
neutral feedback because buyers don't read the terms and then don't want
to pay. I don't control shipping prices and it's not my fault USPS charges
$8.75 to ship a GWP to California from the Midwest. I offer quotes and even encourage
buyers to contact me before ordering if they're concerned about shipping
but it seems like no one bothers to read it.
I don't want to be mean and open an NPB case for every buyer who wants to
cancel but I feel like I need to start doing that to protect my feedback rating.
BrickLink doesn't seem to care if people weaponize the feedback system so
I don't know what else I could do besides emailing every single buyer when
they place an order to make sure they've read the store policies.
Has anyone dealt with similar issues? How did you address them?
|
Using instant checkout so that the full cost is known before an order is placed
really helps. Allowing cancellations and letting buyers know this rather than
trying to get people to pay once they find out can also help. If you file NPB
it doesn't necessarily protect you. It might make the buyer feel forced to
pay, then you cannot complete it. They can then still leave negative and cause
more trouble because you forced them.
|
|
| Author: | Krazee4Lego | | Posted: | Dec 15, 2022 15:51 | | Subject: | Neutral/Negative Feedback | | Viewed: | 294 times | | Topic: | Feedback | |
| I had one buyer leave me negative feedback because a part was missing, which
they never contacted me about. I sent it out immediately but I thought that counted
as a violation of using the feedback system to send messages. BrickLink didn't
remove it and I got no response to a follow-up email. I've now had two buyers
leave neutral feedback because they didn't like the cost of shipping, one
for a completed order and one cancelled.
I only charge actual shipping + PayPal and minor ($1-2) handling fees, which
is clearly stated in my store policies. It's really frustrating to be getting
neutral feedback because buyers don't read the terms and then don't want
to pay. I don't control shipping prices and it's not my fault USPS charges
$8.75 to ship a GWP to California from the Midwest. I offer quotes and even encourage
buyers to contact me before ordering if they're concerned about shipping
but it seems like no one bothers to read it.
I don't want to be mean and open an NPB case for every buyer who wants to
cancel but I feel like I need to start doing that to protect my feedback rating.
BrickLink doesn't seem to care if people weaponize the feedback system so
I don't know what else I could do besides emailing every single buyer when
they place an order to make sure they've read the store policies.
Has anyone dealt with similar issues? How did you address them?
|
|
| Author: | Sadler_Bricks | | Posted: | Dec 6, 2022 05:36 | | Subject: | Re: Posting Feedback | | Viewed: | 46 times | | Topic: | Feedback | |
| Just put in a couple of orders. All it takes is one.
Sadler_bricks
|
| Author: | wildchicken13 | | Posted: | Dec 5, 2022 15:48 | | Subject: | Re: Posting Feedback | | Viewed: | 41 times | | Topic: | Feedback | |
| In Feedback, KozaShop writes:
| | Could someone help me get positive feedback so I can sell here? Regards
|
Nice outfit
|
| Author: | Nubs_Select | | Posted: | Dec 5, 2022 15:33 | | Subject: | Re: Posting Feedback | | Viewed: | 39 times | | Topic: | Feedback | |
| In Feedback, KozaShop writes:
| | Could someone help me get positive feedback so I can sell here? Regards
|
you need to place an order in order to get feedback
|
| Author: | Kozlowski | | Posted: | Dec 5, 2022 15:07 | | Subject: | Posting Feedback | | Viewed: | 138 times | | Topic: | Feedback | |
| | Could someone help me get positive feedback so I can sell here? Regards |
|
| Author: | Oldmanbristow | | Posted: | Dec 5, 2022 04:47 | | Subject: | Re: Thanks to Sellers | | Viewed: | 30 times | | Topic: | Feedback | |
| In Feedback, mattdammes writes:
| | I have seen a lot of negative feedback to sellers lately and especially around
this time of year when things get busy. I know with such a large community there
will be some not perfect sellers but that seems to be rare. I just wanted to
say thank you to the sellers out there since I know how difficult it is to put
together individual part orders. My son and I like to try and create custom
sets and also put together some older sets no longer available and this community
makes that possible. I have seen many sellers pack up or close because it is
extremely time consuming and under appreciated craft. So I wanted to let you
the seller(s) know that there are members of the community that really appreciate
your dedication as a seller.
-Matt
|
Thank you
|
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