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Leaving neutral or negative feedback

TeupTeup
edited August 2014 in Brick Owl Vote Up2Vote Down
Someone placed an order and set it to "payment submitted" but payment never arrived. I waited for a long time and contacted the buyer several times and I now cancelled the order. I want to leave neutral or negative feedback, but I'm only seeing "positive" as an option. What to do? Thanks!

Comments

  • 14 Comments sorted by Votes Date Added
  • theHellmouththeHellmouth
    Vote Up0Vote Down
    To answer your question: problems like this go through admin (for the time being?).

    However, does this situation really validate a neutral/negative feedback? Did you already ship the order? If not, what harm was done to you? You had to communicate with the buyer a little and had to have some patience, I would guess this is no biggie? It could easily be a new buyer who doesn't know the site or thinks he/she paid for the order but forgot or even doesn't know how to.
  • LawrenceLawrence
    Vote Up0Vote Down
    On the other actions drop down of the order, use the problem reporting form, this will log it against the customer and then other stores can easily see the information on their order screen.
  • TeupTeup
    edited August 2014 Vote Up0Vote Down
    On the other actions drop down of the order, use the problem reporting form, this will log it against the customer and then other stores can easily see the information on their order screen.
    Thanks Lawrence, I think I did that.. not sure how or where that's visible to other sellers but if you say so :) I guess I'll just leave it to this then and not leave any feedback.

    However, does this situation really validate a neutral/negative feedback? Did you already ship the order? If not, what harm was done to you? You had to communicate with the buyer a little and had to have some patience, I would guess this is no biggie? It could easily be a new buyer who doesn't know the site or thinks he/she paid for the order but forgot or even doesn't know how to.
    Actually, it is a fairly big deal. True, he could be new, and I'm not necessarily blaming this guy, but I think it's important info for other sellers to see. I would certainly appreciate to have this info. That way I'll know to wait for payment before sorting the order. Normally I'd already start sorting once the order is placed. Who knows, he might place a few big orders and end up not responding again. The info could save a few sellers some hours of work. It sucks having to put everything back into your inventory again, especially if you've bagged multiple lots together..

  • alltrightbricksalltrightbricks
    Vote Up0Vote Down
    @Teup if you go into your order details and scroll down to the bottom, in the customer box it should now say Non payments 1.
    @Admin it would really help this information to be visible if the customer box were moved to the top of the page, and/or the numbers were in red and stood out from the page a little bit.

    I had one buyer not pay. I shipped his order before he paid as he was paying by check and I wanted to get his order in the mail before I left on vacation. He received his order (tracking showed anyway), I sent him a couple of messages and never heard from him or received payment. In my opinion, this deserves a negative feedback, not just one small black number in an obscure place that might not get noticed by other sellers.

    Katie
  • BrickItOnBrickItOn
    Vote Up0Vote Down
    This discussions has been here at least 2 times. I personally stopped giving feedback to buyers, because it is useless anyway. The fb number doesn't say more then how many sellers took the time to leave (of course a positif) feedback...It does not reflect the actual buyers behaviour in any way.
  • HoddieHoddie
    Vote Up0Vote Down
    Yeah you're not the only seller who's stopped leaving feedback. At least two have not left feedback when I've bought from them. Disappointed to be honest, only a small thing I know, but it shows they give a shit about your custom, and I won't be back to shop with them.
  • StragusStragus
    Vote Up0Vote Down
    Buyer feedback at least reveals if the customer is experienced or a complete beginner in matters of BrickOwl. For cases when customer interaction becomes necessary, I find that information useful.
  • TeupTeup
    Vote Up0Vote Down
    @Teup if you go into your order details and scroll down to the bottom, in the customer box it should now say Non payments 1.
    It does indeed, thanks for point me to it! :)
  • BrickItOnBrickItOn
    Vote Up0Vote Down
    Yeah you're not the only seller who's stopped leaving feedback. At least two have not left feedback when I've bought from them. Disappointed to be honest, only a small thing I know, but it shows they give a shit about your custom, and I won't be back to shop with them.
    You may be right to be honest, but FB is just "not a thing" here. I (seller) recieved 25 Feedback of 136 orders (some still ongoing). Not really worth the trouble.

    I fear that the feedback system will in some time only be used to expres complaints, where on BL the feedback is really something to be proud of. I dont even ask my buyers for feedback here.

    At the moment there are really a lot of 1 day flies here, that make 1 or 2 orders, and then never come to this site again. I am sure that will change in the (near) future, but until then: those/most of the costumers do not care about FB whatsoever...
  • robernatrobernat
    Vote Up0Vote Down
    I leave feedback for every single order, it's a matter of respect towards buyers...
    I've had 334 orders so far (some on the way, some need to be shipped), 137 feedbacks from buyers, so about 41%, I do not consider it all that bad. However I do add a thank you note and I do invite buyers to leave feedback, they get a coupon in return (it also increases on each order they leave feedback for) :)
  • BrickItOnBrickItOn
    edited August 2014 Vote Up0Vote Down
    Just to be sure: I ALWAYS leave fb when the customer is happy with the order.

    I stopped giving positif feedback to buyers "just because they paid" since I sold a bycicle with 1 handle broken (clearly mention in capitals) to a custumer that gave me a negatif because I send him a bycicle with a broken handle...Of course exacly at the time where I could not recall my FB. It is al cleared with help of admin (bl) but still.

    In my opinion giving a positif because the customer paid gives a false signal to other sellers. Who knows what happened after payment.

    An order is only complete when the customer is satisfied. A customer can either send an email, or give FB. Once I know the customer is happy with the order, no doubt I will leave fb in return.

    In return: as a buyer, I don't expect any fb until I have let the seller know al is ok.

    At the moment, I have no idea wether 111 of my costumers where happy, or if I have 111 paypal chargebacks coming my way ;) Completly oposite to BL, where I know (a couple left aside) that all my orders up to 2 weeks ago came in,

    Again: Leaving a positif anyway just for payment is in my opinion a wrong signal.

    And I know your strategy Eric, and it is definitly a good one. Once I have the time to take on more orders, I will probably steal it from you ;) just kidding
  • robernatrobernat
    Vote Up0Vote Down
    Feedbacks here can be retracted, and as you said, in worst case, with the help of Admin...
    But if they have 10 or 20 or 50 feedbacks from other sellers and nothing unusual happend, what difference will it make?
    And you can file a report against the buyer so that other sellers can be warned.
    So giving feedback to a buyer 'at once' doesn't change a thing, all can be undone and warnings can be given.

    Sure you can have a few dozen or a few hundred 'pending' chargebacks, but not giving feedback (or giving in right away) won't change a single thing, it's between the buyer's PP account and yours, not between the BO account of the buyer and your BO account... So nothing will prevent them of starting a claim or file a chargeback. And you won't be able to leave an appropriate feedback here either (I dope hope that will change one day).
    And what are the chances a buyer files a PP dispute? The past 10 years I probably shipped out over 3000 national and international orders (the bay, BL, BO, local sites). Over 70% paid with paypal. Number of claims: 1, and that one wasn't actually shipped yet as I requested an additional payment for a registered shipped due to the fact the buyer was using a secondary account of an account that had revoked buying priveledges. It was refunded by Paypal, the buyer paid again with another account, I made a big fuss at PP and they finally refunded my fees in full (including minimum), so I kinda won that battle.

    I ship out 90% of my orders without tracking, a lot of buyers could profit from me if they really wanted to (needless to say, I wouldn't keep taking the risk if I notice a behaviour chance from buyers).
    So selling LEGO it's quite a safe hobby (or profession) ;)

    Broken stuff is a different issue (had a negative for that once, but after discussing it with the buyer he removed it and I send a replacement), in most cases it can be solved by discussion, but true, some people are not willing to listen to your explanation and only stick to their side of the story. That's where a human approach of system administrators play a role at, I'm sure Admin Lawrence does the right thing in case of need, unlike other websites.

    Eric

    PS yes incentives are good to create repeated buyers (and have them put FB's in), but for some it doesn't seem to matter, just received my 5th order of a certain buyer, he never left feedback for any of his previous transactions (so no coupons from me), but keeps comming back, so I guess he's happy with my deliveries :)
  • HoddieHoddie
    Vote Up0Vote Down
    Your last paragraph is interesting. Almost all my repeat customers have never left feedback and I never issue coupons unless I mess up in some way.
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