Negative feedback due to an error in the title

[pickythrifterstore]

Hi there! I sold a faux leather jacket but accidentally omitted 'faux' from the title. However, the item description did state it was made of polyester, and I included pictures of the tags indicating the material. The customer left negative feedback without reaching out first. I immediately responded, apologized for the oversight, and issued a full refund without requiring a return. I politely asked if she would consider revising her feedback. I just want to confirm if I handled this appropriately.

[nobody*s_perfect]

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@pickythrifterstore wrote: .... I immediately responded, apologized for the oversight, and issued a full refund without requiring a return. I politely asked if she would consider revising her feedback. I just want to confirm if I handled this appropriately.

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Yes, I think you did the best that you could under the circumstances.  In your feedback message, did you point out that you had issued the refund?

[soh.maryl]

If your buyer agreed to change her FB, then you needed to send her a Feedback Revision Form.

Did you do that?

However, went back several pages of your FB and see no negatives, so maybe it got removed somehow although your FB summary still tells me you have one recent negative.  

[lux.ra_14]

I can see the neg. If it was faux leather, you should have mentioned it everywhere you could -- title, description, item specifics.

You did specify the material is polyester but the title and description used "leather jacket" three times without qualification. Buyers can't be counted on in the best of circumstances to read descriptions closely, especially when there are conflicting details.

With the full refund without return, the buyer might be kind and revise.

[pickythrifterstore]

I haven't sent the form yet nor reply to the feedback. I'm waiting for a response. I guess if I don't hear from her I will very politely respond and save one of my 5 revisions.

[wastingtime101]

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@soh.maryl wrote:

However, went back several pages of your FB and see no negatives, so maybe it got removed somehow although your FB summary still tells me you have one recent negative.  

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Go to the FB page @soh.maryl and change sort from "most relevant" to "most recent" and your response will change.

[lux.ra_14]

I would send the revision request under these circumstances.  Why not give it a shot?

If you do respond to the neg, don't do what you did last time. You're not talking to the buyer, and chances are they won't ever see your response. You should aim your response at future buyers, in this case by stressing that you regret the error, and refunded the transaction in full without requiring a return.

[luckythewinner]

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@pickythrifterstore wrote:

I just want to confirm if I handled this appropriately.

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IMHO you handled it appropriately, as long as you also recognize two things: 

1) Your buyer was entirely justified;

2) Your buyer did not have a positive experience, so a feedback revision should be an expectation.  

[squinkercat59]

More and more people do not read the description. It's best to put as accurate a description in the title that will fit, anticipating a buyer might not read what's below. Of course, honest mistakes happen. Just be sure to re-read everything in your listing (and title) before you hit the "list" button.  Unfortunately, some buyers will still leave neutrals or negs just because they can. Just gotta roll with the punches.

[m60driver]

Try asking the buyer to change the feedback to a neutral.  I have had some luck with that approach.

[brightlightbookseller]

There's an old saying on these boards (since before I started using them) that you should describe an item as if there are no pictures, and take pictures as if there is no description.  I would add (agreeing with what you said) that you should title the item as if there's no description or pictures, at least as far as is possible.

[bashort]

I would just own it and respond

Made a mistake in listing, buyer refunded.

Use it as a way of demonstrating to a potential buyer what you do when things go wrong.

No one reade positive feedback, anyone bothering to check will see that you take care of buyers when things go wrong

[pickythrifterstore]

Guys, thank you for your feedback. Yes, mistake was all on me. The customer just replied that he will look into a revision. Sending now. Thank you again for your responses!