Negetive feedback recieved for the refunded order
i recieved a negetive feedback for a order which was never posted , i cancelled the order one day before due despatch date indicating customer that item is out of stock . customer already recieved a refund in their account , but they still was able to left a negetive feedack and saying that itemm still not arrived.
any help would be appreciated
Thank your
Negetive feedback recieved for the refunded order
i recieved a negetive feedback for a order which was never posted , i cancelled the order one day before due despatch date indicating customer that item is out of stock . customer already recieved a refund in their account , but they still was able to left a negetive feedack and saying that itemm still not arrived.
any help would be appreciated
Thank your
10 replies
Seller_MT8rt0A2OpbCx
In this case, negative feedback is justified. Buyer was looking forward to receiving the item, searched for aand found it, ordered it, but didn’t get it, your fault in not keeping your stock up to date, not theirs.
Reply to the feedback to thank them for taking the time to order and leave feedback, and to say you are sorry and will be improving your systems to ensure it doesn't happen again. This turns a negative feedback into something customers see as positive.
Criticism should be seen as an opportunity to improve.
Seller_76AUwmqvSyRIM
Other than pleading with the customer to remove the feedback, there is nothing you can do as the feedback is justified and within the rules. This is not about ethics, it is the policy.
Seller_76AUwmqvSyRIM
Check this video and fast forward to 3 minutes if you want to get to the appropriate part.
Seller_QFivb25YBNqBc
Request the tracking number from the buyer to confirm that what they are telling you is real. Otherwise, it will be impossible to track a cancelled order unless you dispatched the order first and cancel later.
Seller_6HXPDZ2n6YG3n
When a customer places an order and makes payment, they expect to receive the item. It’s our duty to ensure that happens.
If the item is out of stock, you should contact the customer as soon as possible whether it’s due to a stock error, warehouse issue, or damage in transit. This helps reassure the customer and maintain trust.
You can still try to resolve the situation by asking the customer what you can do to improve their experience and possibly have their feedback removed. However, never offer money or respond rudely, as this could backfire and lead to further issues.
Seller_Y6V2xdbvmYvBI
personally i ring the customer and explain why we have to cancel as mentioned it's the customers prerogative to leave you negative as its a representation of their experience shopping with you messages can get missed or the customer may not fully understand the message this is why we ring our customers when a issue arises it can sometimes save that negative feedback
