How to handle negative feedback

[phfa-87]

I sold a small electronic device and it was in good working order when shipped.  I got 

a complaint that the item wasn’t working when

recieved. I offered to refund the purchase price and shipping when the item was returned. The buyer ghosted me and a month later posted negative feedback. How should I handle this ?

[bonanza125]

Appeal it. Ask for Ebay agent to look at your case. The best thing that could happen is they remove it. The worst they tell you no it's not being removed. My advice is to revise your ads and offer a 30 day money back guarantee and allow returns with you as the seller pay the shipping cost back. 

[seattlemower]

I would reply to the negative and kindly point out that a refund was offered. You can add a bit saying that all items are tested and are never knowingly sold defective (unless otherwise stated). The response is more for future buyers than it is for the person who left the feedback. Then, block the buyer so they cannot buy anything from you again. 

I also agree with bonanza125 about an appeal and offering returns. You have far more control in these situations when you offer returns. 

[klhmdg]

You can reply to the Negative FB -

"Im sorry this was damaged in shipment. Buyer was told to return for full refund and chose to keep the item instead"

Reply professionally so that buyers see that it was not you being unreasonable.

[kensgiftshop]

Probably to late to do anything now.