Power Sellers Unite

myddf · Joined: 15 Aug 2006 Posts: 81

I sell custom sheet music arrangements that are all hand done (i am a former Piano and Violin teacher and now a professional arranger)

I have 100 percent feedback on Feebay but due to the listing fees, i as well as many others have tried to find a different vendor

So i just joined amazon and have had 8 sales already....feeling quite good about it

Someone just gave me a neutral...stating that she thought it was photo copied music

My description clearly states :

Custom Made Quality Arrangements
Printed on Beautiful Colored Backgrounds

But of course...who reads item descriptions? i never do

I read on another thread that a seller here likes to send out a notice with her sales that tells the customer to please contact her with any questions regarding the item shipped

Maybe i should do the same?

I'm just really disappointed because my feedback is stating something untrue...i don't sell "copies"

I contacted Amazon to get advice on this matter but not sure if they can help as the policies seem to be quite strict

Can anyone share some ideas and/or experience with me?

thanks in advanced

thegolfingdolphin · Joined: 13 Jan 2009 Posts: 695

You can contact the buyer, and let them know of your disappointment in the feedback and ask why they think it is a photo copy. I would also offer to send them another copy, or perhaps a deep discount on a second piece. This will show your honor and willingness to please your customers. It will also show that as a buyer they should give the seller a chance to make things right.

Getting a neutral is not to bad. Many buyers understand and actually know that some buyers are just unrealistic with there expectations. Your commitment to excellence will show through in your other feedback's, and any buyer who looks at these before buying will see through the neutral.

The real challenge on Amazon is getting the buyers to leave feedback at all. I would try to put something in each package asking for a great feedback. You can even tell them that you are new to Amazon, and every great feedback will go a long ways in helping your business. Which is all true.

Look into some of the other venues as well. I would like to suggest Vendio Stores as a possible site. You can slowly build your own web-site with very little cost to non at all. The other thing you can do is use this platform to import listing to Amazon and EBay. there are a lot of advantages here for you. Feel free to PM me about how I use Vendio to save time and money.

myddf · Joined: 15 Aug 2006 Posts: 81

do you think i should contact the buyer before Amazon gets back to me? i don't want to seem like i am pressuring her.

i really appreciate your input!!

thegolfingdolphin · Joined: 13 Jan 2009 Posts: 695

Certainly you should contact the buyer. Amazon will tell you it is between seller and buyer. Until you know why they were less than thrilled with there purchase, you are going to be upset. You may find some to your useful information. It will also give you the chance to tell your side again.

I always use these opportunities to make extra sales as well. Special pricing of a future order, something extra you might be able to do. You have a specialized field and will get a very high level of repeat business if you ask for it.

Chances are there was a mistake made by the buyer, maybe hit the key or something like that. Do not let it get you down, just move forward, but get it out of the way quickly.

myddf · Joined: 15 Aug 2006 Posts: 81

do you think i should ask her to change the feedback? or would that seem too pushy?

thegolfingdolphin · Joined: 13 Jan 2009 Posts: 695

I am not sure she can on Amazon. I would not ask her to at this point. I believe after you have to chance to talk to the buyer you will have a much clearer understanding.

Do not fret a neutral, we all get them. Move forward. Asking the buyer to change there feedback will not help you figure out what went wrong or how to improve your service.

myddf · Joined: 15 Aug 2006 Posts: 81

OK....excellent advice...thank you so much for taking the time to help me!!!

thegolfingdolphin · Joined: 13 Jan 2009 Posts: 695

My Pleasure.

myddf · Joined: 15 Aug 2006 Posts: 81

ok..i did it!! i sent her an email basically stating that i was sorry she wasn't pleased with her purchase, and i assured her that my music are not photo copies...all original arrangements blah blah blah

I also said that having happy customers is very important to me and i would be more than happy to send her some arrangements as a treat

is that ok? YIKES...i already sent it!!

thegolfingdolphin · Joined: 13 Jan 2009 Posts: 695

You did perfectly. If you get a response, I would tell her you are new at Amazon and if you could let me know exactly what was not perfect, as this information will help me in the future.

You may not feel telling them you are new, is not a good path, however it is a perfect one for you. You are actually new there, and as a new seller mistakes are possible. This will take the pressure off them for leaving the neutral, it should bring sympathy for you and will make them think twice about the feedback they left. If I was you I would tell people I was new for at least a year or more. New means different things to people.

myddf · Joined: 15 Aug 2006 Posts: 81

If that doesn't get a response from her...perhaps I could go on a Mel Gibson type rant!!

Holy cow!! This guy really needs anger management classes!!

Seriously, again, I appreciate your advice...its so nice to have powersellers to help and support

I have to keep reminding myself that critique is going to happen no matter what and turn it into a learning process that will be to my benefit in the end...so I am going to be paranoid on Amazon for awhile i think!!

moreorless · Joined: 25 Jan 2009 Posts: 13

On Amazon, you can ask the buyer to remove their Feedback.
You can offer a partial refund but only after their Feedback is Removed.
Don't forget to leave them appropriate Feedback.
Giving buyers freebies before Feedback is removed is not a good idea.

Lolipop · Joined: 08 Feb 2008 Posts: 43

I just wanted to add that you can get feedback reversed on Amazon, I did it a while back. I won't go into the whole long story, but a buyer was upset with me over something that wasn't my fault...I went to great lengths to prove it and he did reverse the feedback. Amazon is very strict, if you get what they consider to many neutrals or negatives you get suspended. Go to seller help and click on feedback and if I remember correctly, that's where you'll find the information on removal. However, it has to be done by the buyer, but if they are willing its good to have the information at hand for them. Since you've already emailed your buyer, maybe she'll be willing to reverse her feedback. If not, you can always respond to the feedback she left you, which is another way to state that all the music is hand done by you.

myddf · Joined: 15 Aug 2006 Posts: 81

Excellent advice lolipop...i read somewhere before on powersellers that getting positive feedback on amazon is alot harder then getting it on ebay

that amazon buyers are more picky...i hope i can turn this one around

myddf · Joined: 15 Aug 2006 Posts: 81

also, the intimidating part of selling online is that your reputation means everything and basically a buyer can sink you fast