Neutral FB from Buyer with Private FB: Leave Follow-up or Not?

[Anonymous]

I have an interesting case of a neutral FB.   I'm debating whether or not to leave a follow-up comment to the feedback.

Here's what happened:  The buyer initially messaged me through eBay on 4/23, two days after receiving the item on 4/21, which shipped on 4/19.   The buyer in a single sentence described that the item didn't fit right and broke during installation because he thought it was "thin and cheap".

This is not a problematic item, and many other buyers have been happy.  So my first reaction is, maybe he's hoping to get a refund or an additional item for free?   His private feedback makes things a bit more suspicious. 

However,  he didn't ask for anything other than just expressing discontent with the item.   He didn't open a return request either.  

On 4/26 he left the neutral feedback, stating essentially the same thing - that the item didn't fit well and it was thin and broke.   The item was $6, including free shipping.

Assuming the buyer is not a scammer, and that the item really was damaged during installation, I messaged him on the evening of 4/26, offering a refund or a free replacement.  No response from the buyer as of today, 4/29. 

If he doesn't respond, I don't plan on making any efforts to request a revision.  I'll probably wait a few weeks and then add a follow-up such as, "Offered full refund or replacement - no response from buyer".

Would you leave a follow-up comment to the feedback?  Or it is better left alone? 

Any other suggestions would be appreciated!

[postingid2017 · Accepted solution]

@Anonymous - this:  "  I'll probably wait a few weeks and then add a follow-up such as, "Offered full refund or replacement - no response from buyer."

Agreed 

[kaykeecorp]

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@postingid2017 wrote:

@Anonymous - this:  "  I'll probably wait a few weeks and then add a follow-up such as, "Offered full refund or replacement - no response from buyer."

Agreed 

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I agree with this but why wait a few weeks? I would add a follow up within a day or so...

[buyselljack2016]

I would add nothing. Do not set yourself up as an easy target for refunds.

[penguins_dont_fly]

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@postingid2017 wrote:

@Anonymous - this:  "  I'll probably wait a few weeks and then add a follow-up such as, "Offered return for full refund or replacement - no response from buyer."

Agreed 

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Fixed that 🙂

[buyselljack2016]

Be sure to update your BBL

[copper.boom]

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@penguins_dont_fly wrote:

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@postingid2017 wrote:

@Anonymous - this:  "  I'll probably wait a few weeks and then add a follow-up such as, "Offered return for full refund or replacement - no response from buyer."

Agreed 

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Fixed that 🙂

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ditto

[relaxintowealth]

" refund offered,no contact from buyer"...

[moo*cow*corner]

I like @penguins_dont_fly answer. "Offered return for full refund or replacement - no response."

I've seen other sellers say things like  "Multiple contact attempts to resolve issue, no response." Or "Please contact us ASAP to resolve."

Geewhiz, why gripe if you don't want the problem fixed?

[Anonymous]

Thank you everyone for the replies so far!

I typically give it several weeks before adding a reply to feedback, to make sure it'll well beyond the timeframe for a feedback revision (30 days) and there's no hope of getting a revision.

Well actually now I have an even greater problem than the neutral ... an unexpected negative FB just appeared!    I guess I'll start a new thread on that one...

I can't understand buyers who gripe and yet don't want the problem fixed.

[18704d]

I would add nothing. Do not set yourself up as an easy target for refunds.

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I agree,
unless you change the follow up to:
"Offered full refund after return - no response from buyer."

Lynn

[Anonymous]

Well, it's been a few weeks and I still haven't heard back from the buyer in spite of having sent two polite messages.

I left a reply to the neutral, "We gladly offer no-hassle returns.  Reached out to buyer, but got no response."

Thanks again to everyone who responded!