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How to handle negative feedback threats?
I have a buyer that messaged me regarding an item they bought 27 days ago. It was delivered 4 days after they bought it, so they have had it for 23 days. They messaged me claiming that it does not work, requesting a full refund, or they will leave negative seller feedback. My policy on the sale was that I do not accept returns. (I do know they can return if "item is not as described"). I feel under seller protections I don't need to provide the refund or return at this point. Am I incorrect in thinking this? They haven't opened a return request yet.
5 comments
mr_lincoln
Mentor2 years agoHI @whiteroses20
There are actually two types of returns that trump the No returns accepted setting.
-Arrived damaged
-Not as described
You need to stop using the No returns accepted setting and set returns up so you Accept them and you can have it set that Buyer pays the return shipping. Too many Sellers think they are protected against having anything returned to them with that setting, we see that on a regular basis here. I am hoping eBay eventually limits how it can be used ... like on stuff sold for Parts only - not working.
whiteroses20
OP2 years agoThat makes sense, thank you for the reply.
inceptions
Mentor2 years agoYes, you are incorrect. An item that doesn't work is an item that is not as described, and buyers have 30 days to open a return to get their money back.
Advise the buyer to open an item not as described return now so that you can resolve the problem for them (and don't even mention the feedback reference).
Your options will be to pay to have the item shipped back to you and then refund or just refund and allow the buyer to keep the item.
whiteroses20
OP2 years agoThey've clearly broken the item, though, so it's not as if it arrived to them that way.
inceptions
Mentor2 years agoThe buyer told you they broke the item? If not, how is that clear?