Hello!
To use the forum, login or register above.
(If you are already logged in above, please click here)
Still don't like (gently put) the feedback system
Right now I have this feedback on my page:
"Negative i didn't get my parts and I'm starting to get very angry why haven't i gotten my package?"
It is an international order (Holland - USA) that has been shipped 12 days ago, and will probably be at the customer soon. It was shipped 3 days after the order was placed.
I contacted the customer, asked him to remove it and be a bit more patient. I contacten Admin, no results.
I feel this (in my opinion underserved) feedback hurts my store, and I think it is ridiculous that there is nothing I can do about it. At least let me, as asked many times before, respond to the feedback.
"Negative i didn't get my parts and I'm starting to get very angry why haven't i gotten my package?"
It is an international order (Holland - USA) that has been shipped 12 days ago, and will probably be at the customer soon. It was shipped 3 days after the order was placed.
I contacted the customer, asked him to remove it and be a bit more patient. I contacten Admin, no results.
I feel this (in my opinion underserved) feedback hurts my store, and I think it is ridiculous that there is nothing I can do about it. At least let me, as asked many times before, respond to the feedback.
Powered by Vanilla
Comments
On a different topic, it's probably a good idea to write down the expected delays for each shipping method, so that the customer knows what to expect.
Feedback is what it is right now, but agreed, it could use some improvements and being able to reply to a feedback seems the first logical step. And being able to leave a negative (as a seller) on a canceled order after a 'report issue' would also be a good thing IMHO for the sake of other sellers...
I even had an Australian customer in the past who bought twice in less then 10 days and his second was delivered after about 12 days, the first order got in a month later.
A Bulgarian repeated customer got his 4th order 5 days after shipping, left feedback so I thought hmm, wasn't that supposed to be on order 3 (from 1 week earlier)? No he says: order 4 came in, number 3 not yet. And it actually never did get in, he ordered again a few months later and the 5th got in just as well, but that numer 3 never did (I did compensate him a bit on his 5th)
I even had a buyer from Chili here on BO who's tiny padded mail (1 minifig, 1 part, 1 sticker) was shipped 2 days after his payment, okt 13th 2013 and he got it on december 3th 2013, we exchanged a few mails about it during those 1.5 months, I was kinda happy he finally told me he got it.
International buyers should simply be aware there is no such thing as a 'guarantee' when it comes down to transit times, and contacting them and explaining them is the best option for the future, that is offcourse if the buyer is willing to listen ;-)
But let's remain on the thread's topic: the feedback system.
http://royroy.brickowl.com/user/15489/feedback
Maybe you weren't looking at the OP's feedback?
Katie
Chris
I would suggest that if this info was shown only to registered BO sellers when logged on, it would be an excellent premium service that BO could offer. It would be a tangible incentive for BL sellers to migrate. And frankly, I would be willing to pay for this, for example as an add-on option.
Otherwise: No message back from the buyer on my question to have some patience and delete the feedback in the meanwhile, and no message back from BO on my question if it could be deleted, since it is the wrong place to communicate.
I think that bothers me most: no message from BO back, as on many suggestions made here on the forum.
I thought/hoped the lack of communication and implementing of good suggestions that is discussed so much on the other site would be different here, and BO would be a replacement for BL. But I think I will keep my BL store open for now..
We do still intend to allow stores to post a public reply to feedback. The suggestion by lotsofbricks also sounds sensible.
There is a list of reasons for which we remove feedback in the terms and conditions linked to at the bottom of the page. Stores disagreeing with the feedback, or stores feeling it is the wrong place to communicate is not a reason for which we remove negative feedback.
The suggestion by LOB sounds like a workaround. I am suppost the react on feedback on another part of the site instead of where the feedback is?
But ok, if BO feels that it needs to protect buyers from shops that are not able to get a shipment across the ocean whitin 2 weeks, so be it.
I do hope however that the buyer takes the time and trouble to rollback everything. Changes are big that he won't, as many buyers don't "complete" an order, unless something went wrong.
(http://www.brickowl.com/forum#/discussion/2731/please-make-order-maintainance-more-accessible-for-customers)
Brian
You might have no interest in it, I have: This buyer does not respond to messages, marked the order as "recieved" prior to the feedback (don't know why), and the probability that this user will change his Feedback into "thanks, I got it" is minimal.
That said: This feedback stating I DON#T SHIP might be there for ever, without me being able to explain what happened. Ridicoulous in my opinion. If you just look at the votes topics about feedback gets, why don't you get the feeling users are unhappy with this system?
Being able to quickly locate and read non-positive feedback (and the seller's reply) would complement the system nicely.
In other words, if my point is addressed, the number of positive feedbacks we receive could increase and that would also partly address this point. Incidental negative feedbacks will be drowned in positive feedbacks, while serious negative feedbacks (a negative feedback received without there being any positive trends) would stand out. Everyone would be happy: There is no trust eroded, no records destroyed, but at the same time nobody is being punished by an incidental negative feedback when there are so many positive experiences recorded as well.
If the system would then randomly select one out of, say, 30 most recent feedback messages to display on the storefront when a customer visits, that should be fair for everyone.
If the seller screws up, the buyer can leave (or not leave) feedback. Or, even if the sellers doesn't screw up...the buyer have BO's support to give this impression of the seller's performance. Additionally, the buyer holds the power to remove the negative, if he gets the right vibe. Has anyone else been extorted to achieve removal of a negative fb? I have not here, but I have on another venue.
I understand your approach to safeguarding the customer's trust, but putting the seller at such a disadvantage will be counterproductive.
You need to provide sellers with some protection against buyers who give a disproportionately high number of negative feedbacks. I suspect a small number generate MOST of them. I would be very curious to know some data on this.
One could build a statistical model that gives a different "weight", a confidence rate, to the feedback given by each buyer based on their entire history. That would be the mathematically best solution, but seller feedback scores will then look like magical confidence grades to most people, and that's a problem, because customers want to feel they "understand" any risk related to their purchases.
I really have no idea what the best solution would be.
It would be the best system and yet everybody would hate it.
Frankly, I consider all of the various systems relatively meaningless. If the seller has been around for a while, has carefully written terms, and has a decent selection of inventory (indication that he/she knows the product)...that seller WANTS to perform well in each transaction. It is fairly clear to see who is there for the short time and should be avoided. I'm really talking more about ebay-type venues than here.
But, if it must be present, I WOULD like to be able to programmatically choose which buyer characteristics I sell to.
Now, we can choose geographically. (I sell to the whole world, so I'm not as picky as I'm sounding.) I would like to be able to adjust the parameters to BLOCK buyers based on the data we are provided AFTER the order:
For example,
I would like to be able to BLOCK any buyer who has (over the last year or so) had
Disputed Chargebacks > 0
Non Payments > 0
ONR Reports > 2
and in addition,
negative feedbacks left > 2
This could be fine-tuned by using percentages, and different time frames. But it seems that it could be implemented relatively easily. All of that info on the buyer should be available when entering any of our stores.