Unhappy with TB System Email promising addn support for low ratings

It seems TB has implemented a little code to automatically send emails to buyers saying:

"I have seen your bad ranking and was wondering how i might be able to help solve the problem."

Upon reply from the buyer, tradebit sends another canned reply:

Thank you for your request.

"Sorry, in this case we are only the hoster!

Please remember, we are a shop hosting platform. We do not know much about all the articles which are sold here. Please always contact the seller, if you have questions about the product or if you request a refund.

With this mail I have already forwarded your request to the merchant:"


The problem with this is: As a seller, I already would have contacted the buyer and would have resolved the issue or atleast have convinced him of his purchase. But what this email promising additional support does is: It makes the buyer feel that the issue is still not settled and then when he receives no support from tradebit, he feels that he is unattended to and goes for a refund. As a seller with a very low percentage of refunds, I feel extremely unhappy!

This is all very avoidable! If there has been a low rating, tradebit can email the seller and not buyer. After all as tradebit lets the buyer know: "We do not know much about all the articles which are sold here." So why promise additional support?



Edited 1 time(s). Last edit at 06/17/2011 03:35AM by pecno1.

hi, that is indeed a bit chaotic, because one supporter sends out the question and back comes the answer to another one... we have to talk about that here. But it sounds solvable... Bad ratings have to be attended to!

I will talk to Sascha and his team!

Ralf

Hi is it possible for tradebit to do a video tutorial on the eBay integration?

???

hups, was on holiday and missed this question! sorry... puh, that will take some time. can not promise any more videos at the moment after youtube closed our account... grrr... had to move all tutorials back to our servers...