What to do about an order problem a buyer has that is not the fault of the seller

[elizro_5419]

I just started out a couple of months ago and I have sold 56 items. I have had great feedback and only 1 refund request that I felt was on me and refunded immediately. However, just in the past week I have had two buyers message me about an item they had problems with that was no fault of my own. I struggle whether to refund and let it go so I don't get negative feedback or help them understand this was no fault of my own and say no. Any advice would be appreciated. 1 item shows delivered to door but they claim it was not received and the other was someone saying I sent to the wrong address when I did in fact send to the address they gave. 

[stuff4divas]

@elizro_5419   in both cases, wait to see if they open item not received cases, if they do, just upload the tracking numbers. if they show 'delivered' the cases will close in your favor.

if u feel the need to communicate with the buyers, tell them they have to contact their local post office since the items/packages were in their control.

BTW- u mention u've had great feedback, but i don't see that u've done the same for those buyers who left u that 'great' feedback

[elizro_5419]

Thank you 😊 

In regards to feedback do you mean responding to their feedback or just giving them feedback as buyers? I have tried to respond to actual feedback but I couldn't. I wasn't sure if it is because I use my phone. I have learned some things can only be done on the computer. I am getting a laptop within the next couple of days for this reason and a couple others. As for just giving feedback about buyers you're right I need to do that as well. Thank you for the reminder. I appreciate you. 

[stuff4divas]

@elizro_5419   yes, i meant 'leaving' feedback for your buyers. it's a courtesy for them, even if they don't leave it for you, but 'especially' if they 'do' leave it for u.

if u ever feel overwhelmed to individually leave them feedback, u can set up automation feedback, here is the ebay link for that info>

https://www.ebay.com/help/selling/leaving-feedback-buyers/automatic-feedback-settings?id=4101&st=3&p...

Good Luck on your sales!

[elizro_5419]

Great, thanks for the info!