I sold item for parts or not working. How to deal with negative feedback and return request?

[makehappytime]

I sold an 18-year-old computer game for parts or repair, no returns. Here is the listing: https://www.ebay.com/itm/275541500823 Customer left negative feedback and is demanding a return. Both actions happened today without any other messages sent. Return reason: Doesn't match description or photos, with the following comment: "You or your friend are lying this was absolutely rested and sold knowing full well it was broken."

I don't know what they are talking about. I don't know if rested is a typo or a technical term. Based on the buyer's auction listings, they operate a business of repairing computer games. (btw, Their ebay listings refer customers to purchase on an external site, which I am pretty sure is a violation of ebay policy.)

I normally do not sell electronics. I have a relatively low sales volume and most of my customers do not bother to leave feedback, so this one negative really affects my numbers. Here are my questions:

1. What is the best way to remove the negative feedback?

2. What should I do about the return request?

Thank you in advance for your thoughtful advice.

[klhmdg]

Respond -

Listing is for parts only.

Please return for refund.

Once the buyer opens a return request accept it -

[pcobra93]

From the message it may be they are confusing your item with another they purchased. i have had this happen a couple times over the years. I messaged my buyer and asked if that was the case. They apologized and revised the feedback. Hopefully this is the case for you also.

[lakefor94]

In your description,  you say the unit was working fine. That was a mistake on your part. Selling junk is risky.

If the buyer opens a return, I would just go ahead and refund allowing the buyer to keep it. Or just refund fully before they open a return. That way you don't take a hit on seller metrics. Either way, I would expect you get you final value fees back.

[ebooksdiva]

The word “rested” is an obvious typo …since the r and t are next to each other on the keyboard.

But it’s really irrelevant. Selling items that don’t work in the first place is pretty risky. Selling them as untested is even riskier. If you are selling something, don’t rely on other people’s word that the widget works. Test the item to be sure.  
1. What is the best way to remove the negative feedback?

You can ask the buyer if he would be willing to revise it. Otherwise it doesn’t qualify for removal.

2. What should I do about the return request?

Accept it, issue the return label, receive the widget and refund.  Or refund and allow the buyer to keep it. 

[awesome_electronics]

did you already accept the return? if not you can CALL ebay and explain that its for parts, ebay will close in your favor and remove the neg

[kensgiftshop]

You should have left this out of the description

"My friend said this works fine"

If they filed an INAD, accept the return and provide a shipping label.

[kensgiftshop]

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@awesome_electronics wrote:

did you already accept the return? if not you can CALL ebay and explain that its for parts, ebay will close in your favor and remove the neg

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They might have, if the listing didn't say the item worked fine.

[house*of*paws]

Hi @makehappytime 

Have you read the last paragraph in your Description lately?  It includes the following:

>>  I take great pride in making sure that I only sell the best quality items possible. I try to sell only pieces that I would be proud to display in front of special guests. .... I am happy accept returns or exchanges for any reason.  I hope to make sure you are another one of my many delighted repeat customers. ...  <<

AND the buyer's feedback says: Your friend lied to you. This was tested as not working. I was sold junk and he knew it.  [Buyer must have made a typo in their message to you if it said 'rested'.]

Not every item is worth listing for sale.  Listing an 'untested' item as 'No returns' really makes no sense ... especially when you include a sentence saying you happily accept returns for any reason.

I think you need to deal with the buyer directly, and accept responsibility for messing up.  I would simply refund the item in full and tell the buyer to 'toss it'.  Apologize profusely for offering an untested item for sale with 'no returns'.  Grovel symbolically, because you really did mess up.

AFTER you make the buyer happy ... you can ask if they'd be willing to revise their feedback.  Only after they agree to revise should you send the buyer a Feedback Revision Request.  [You've already sent one in the past to a buyer.]

I suspect the buyer will be willing to revise the feedback IF you refund fully and offer a nondefensive apology.  DO NOT offer any excuses.  Just say you 'messed up'.

Good luck!  Your Feedback Profile is otherwise awesome.

[If for some reason the buyer is unwilling to revise the feedback ... come back here for help in writing a perfect 'Reply', which will help avoid problems with future buyers.]