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feedback
Hi, I received Negative Feedback from a buyer for an item that they stated was not complete. They never contacted me when the item was received. I reached out after I saw the negative feedback, and asked what the problem was in at least 3-4 different messages, wanting to come to an understanding or resolution. Never did they say what it was or how I could help fix the problem. What should I do?
4 comments
rfmtm
Mentor2 years agoDid buyer open a Return Request?
briankatie
OP2 years agoNo, they did not. I Sent several messages asking what the problem was and they never told me what the problem was.
house*of*paws
Mentor2 years agoHi @briankatie
Did you offer to accept a return in any of your messages to the buyer? The description for the item includes the following:
Product has been check, complete to my knowledge, comes as is. <<
The wording suggests that you would have refused to accept a return even if there were missing pieces ... even though you have a 30-day return policy. That's why I think it's important to let the buyer KNOW that you not only are willing to accept a return ... BUT that you will pay for the return shipping. That MIGHT encourage the buyer to return the item AND revise the feedback. You could also offer a partial refund if the buyer wants to keep the item.
I was curious whether you shipped the item 'assembled' or 'disassembled'. If the latter, it might be difficult for the buyer to have told you WHAT was missing.
Good luck!
briankatie
OP2 years agoI did not. Wanted to try to fix first, if I could, and then would have offered a discount or return.