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Threats of negative feedback
A customer that ordered bright light orange parts and received bright light orange parts threatens to give me bad feedback because the parts are according to her a shade that is closer to yellow than orange.
Is there anything a seller can do about a situation like this? It's like the customer thinks I have named the colors in my store or something... I offered her to return the parts at her expense for a refund. It's only a dollar worth of parts too.
Can a bad feedback be removed if it is obvious it is unfair?
Is there anything a seller can do about a situation like this? It's like the customer thinks I have named the colors in my store or something... I offered her to return the parts at her expense for a refund. It's only a dollar worth of parts too.
Can a bad feedback be removed if it is obvious it is unfair?
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Does the buyer think the colour listed is a literal description of the colour, rather than just a reflection of what Lego's name for the colour is? In this case it sounds like an inexperienced buyer, and perhaps you could try and (politely) educate them.
Working on explaining to them now, and it is a buyer with 3 feedback points, so not a lot of experience buying lego on brickowl anyway.
https://www.flickr.com/photos/126975831@N07/14955128119
Bricklink allows this.. but I'm not sure how to do it on BrickOwl
I work in ecommerce and in my overall experience (including working with 3rd parties like Trustpilot), a score of 4.3/5 (or higher) is considered excellent. It's generally accepted in ecommerce that 86% good reviews is "excellent". Actually, that 4.3 (up to 4.7) is the aim. When dropping below , it's mostly a wake-up call to evaluate what we are doing wrong (service, the product, quality, shipping, ...).
On both major Lego marketplaces however, we seem to be stuck in an absolute desire to achieve 100%. That desire is not bad, but we have come to consider anything lower as 100% to be "bad". I'm interested to learn why on this specific topic, one bad feedback gets us, the sellers, so easily tickled. To that level we are investigating how we can get those feedbacks removed. When it's usually clear that when you do an overall good job with overall good feedback, you trust the audience to evaluate that few negative feedbacks to be what they are: exceptions.
Why would this be, that we as sellers are so focussed on that 100% and are no longer accepting 90% to be "excellent"?
oooook, so they added a public reason as being mandatory, interesting
In reality a store with 100% feedback could have as low as 3.5/5 trustpilot ranking (which would be zero NPS), as you are only looking at good v bad rather than how good.
Amazon sellers have contacted me directly to ask me to alter a review, promising refunds or freebies, so I take their reviews with a pinch of salt too.
I think that overall the feedback system here is fair and accurate, and that buyers and sellers alike make good-faith efforts to resolve any problems. I've received orders with minor inaccuracies, sometimes literally a couple of pence worth, and I always flag it up to the seller just in case their inventory has become mixed up, but I've only ever had to leave one negative feedback in ~250 orders.
When overall service is good, the scoring system - whatever it is - shouldn't have an effect like that on sellers (or buyers). When an individual seller due to one (1!) incorrect negative feedback feels the need to go into the forum and move heaven and earth to get a feedback removed, it must be an indication the sysetm is somewhat flawed.
I once heard the (marketing) commercial statement "(BRAND) goes 100% for 95% happy customers!". I believe that illustrates it pretty well there will always be errors, goofups or just unhappy customers. But it illustrates as well 95% happy customers is very good!
Still, in these market places, it seems everything below 99% is considered "really bad". Getting us into situations where sellers panic because of one or two negative feedbacks that they consider unjustified.
Of course, an ambition to go for 100% happy customers is a must. And buyers and sellers should try to resolve any issues. But actually getting 95% happy customers is good! So why is it that we 've come into a situation where one negative feedback got us - sellers - reacting the way we do to get it removed?