Buyer messaged for refund, left negative feedback.

[whatamisellingtoday]

A buyer had messaged me for a refund today, saying an item didn't work. I told them I was sorry about that, and they could request a return through ebay. They messaged me again saying "They said you have to give a refund". At no point did I say I wouldn't give them the refund, just that it needed to be requested officially through ebay, and I would be happy to make it right. Buyer didn't reply, and immediately left negative feedback.

So my question is what is my next step as a seller? Do I just take it on the chin? Is there anything I can do?

[1tuna]

you can tell them to use the return button and when you get the item back your seller protections shoud get rid of the negative

thats how it works for me but I am a TRS

@whatamisellingtoday 

[whatamisellingtoday]

That's what I'm saying, I DID tell them to request the return through eBay. It seemed like they wanted me to just send them the money back without them having to request the return.

[12345jamesstamps]

You have 30 days to request buyer to change feedback. I hate these kind of buyers who try anything to get an item for free. I would change no returns to" take returns..but buyer pays for return shipping". 

Buyer probably had a refund(s) where they got to keep the item. Buyer may have had too many refunds or been asking for too many refunds and is afraid to open a claim for a refund. There's anything that could have happened. 

Block this buyer. You will need to sell more items and get lots of positive feedbacks so it gets buried in the feedback section. Need to up your score. Sell lots of something very inexpensive. I sell stamps with free shipping...some very cheap ones at that....I get that feedback up from selling inexpensive items as well as expensive items. You can do post cards, cheap sport cards, etc. Never give up!

[dhbookds]

I always "assume" buyers may not understand what to do......just saying "request a return" thru ebay isn't much help if you don't know how..........so I would spell it out......go to your purchase history..etc.

If still nothing, I would just answer the feedback "I'm sorry if there was a problem.  As I emailed you,   please request a refund thru ebay and I will return your total payment after I get the item back.......Again, you have my apologies. 

Point is you want that reply in feedback to make YOU look good.....no point in attacking the buyer or arguing that it was a perfect item. 

[chapeau-noir]

@whatamisellingtoday  Leave a reasoned, non-emotional response to that feedback reassuring future buyers that you have good customer service. Someone seeing your low feedback numbers and who wants what you're selling will look at the percentage and realise that you got ONE neg feedback, and replied in a calm, professional manner saying that you would be happy to make the buyer whole but never got a chance (or whatever), and purchase.

Just keep going - it's a bummer you got this one - the "no returns" stance may contribute to problems, or may have nothing to do with it - up to you if you want to change it.