Received my first negative feedback, what should I do?

[eddychau]

I recently sold a Dell Inspiron Mini 1090 Duo on eBay. Since the battery cannot be charged, , that's what I put in description:

"The netbook works when AC adapter is plugged in. However, Windows displays "Plugged in, not charging" message. I did try to replace the battery but still received the same message. Thus I am not sure if it's a battery issue or something else."

And today I just received my first negative feedback from the buyer " I want to send it back. They know it neéd a charger."

Other than reply to the negative feedback, is there anything I can do?

Thanks!

[cynthealee2]

Till they open a case do nothing else.

You already replied to the feedback.

[karthok.of.daolodus]

that's a ridiculous feedback - I know it's painful but no one will take it seriously and it wont impact on your metrics.  if you try to get it removed ebay will just say 'opinion'.  you gave a very good response and thats what future buyers will look at.

[inhawaii]

I can't stand buyers like that.  The proper protocol for wanting to return a item is NOT by leaving negative feedback!

Did the buyer complain to you or message you with any concerns before leaving that feedback?

[fashunu4eeuh]

Hi, it is a standing problem—some buyers do not read the description before buying. 

Another avenue open to you would be a feedback revision request. But before sending one to the buyer, you would need to address the buyer’s concern and satisfy it. 

While it is a valid choice to not have returns, your experience with this transaction is sometimes the consequence you will face for that choice. Unhappy buyers leave unhappy feedback. You just need to decide what is more important to you in this case—a perfect feedback score or no returns.

If feedback is your thing, then offer him a full refund and send the revision request after you’ve ensured he is amenable to revising the neg. When you get the item back, relist it (with a mention in the title that the battery won’t charge or whatever).

Or conversely, you can stick to your guns and keep the funds, while also keeping in mind that any buyer can open a Not As Described case and force you into a refund. Ebay very rarely favors the seller in NAD disputes. Even if the buyer is lying. It’s the way things are. Ebay’s Money Back Guarantee trumps the seller’s No Return terms.

Whatever you decide, wish you the best outcome. 

[eddychau]

Thanks for all the replies at late night 🙂

The problem for this buyer is he never create a return request before he post the negative feedback.

My concern for accepting his return is there is no guarantee he will respond to feedback revision request. That means I will lost the shipping fee and get a negative feedback.

I wish eBay would offer arbitration for situation like this, instead of taking the buyer side.

[luckythewinner]

---

@eddychau wrote:

I recently sold a Dell Inspiron Mini 1090 Duo on eBay. Since the battery cannot be charged, , that's what I put in description:

"The netbook works when AC adapter is plugged in. However, Windows displays "Plugged in, not charging" message. I did try to replace the battery but still received the same message. Thus I am not sure if it's a battery issue or something else."

---

What condition did you choose? 

"Used: An item that has been used previously. The item may have some signs of cosmetic wear, but is fully operational and functions as intended. "

[eddychau]

I listed as used. I will list "For parts or not working" next time.

[*madison]

Ebay might remove the neg if you ask because the buyer has complained about something you've mentioned in the listing. I've seen ebay remove those type of negs before..

Worth a try..

[dhbookds]

Based on experience, the question I ask myself is what are my options and what do I gain/lose with each......i.e. since you (I, in theory) have a no return policy and mentioned the problem in the condition field. 

1. If I want the neg to go away I have to offer the buyer a refund, wait til he responds, depending on that response, send a feedback revision with all the appropriate apologies that I was sorry I was unclear in the listing, blah, blah... I lose the sale/pay shipping back/may/may not get the neg removed.

OR

2. contact ebay, hope I get a rep who understands that since I have a no return policy I can refuse a refund, and that I did mention that the battery did not charge in the Condition field, the neg should be removed.  Hoping that he wouldn't say, the item should have been listed in parts rather than "working"...

May/may not get the neg removed........

Or

3. answer the neg in a way that makes me look good & hope the buyer doesn't NOW file NAD claim. 

To some extent, have to sit on pins & needles waiting for the shoe to drop.......  But if he does file the NAD.......I can fight it (# 2......which, if ebay disagrees, gets me defect for unresolved by seller) or I can just accept the return/pay the shipping, lose the sale.

Frankly, I'd let the neg stand and see what happens........your answer is fine.......

[turquoisetulips]

Other than reply to the negative feedback, is there anything I can do? OP 

Too bad sellers can't leave negative feedback for buyers who refuse to read the descriptions . Other than leaving the reply that you left,,  just wait one year and that negative will be gone . In the meantime I doubt it will make any difference to your future buyers . Tulips 

[eddychau]

This is the reply from eBay for removing the negative feedback:

We’ve looked carefully at this feedback and see that it doesn’t qualify for removal.

Feedback is a way to let our members share their experiences with other members. Feedback that breaches the feedback policy may be removed by eBay. We won't remove feedback on the grounds that a seller believes a comment is untrue or undeserved.

[voguevintage]

eBay used to be good about removing **bleep** feedback, now they're awful at it. I got a negative over the weekend because USPS had delayed shipping of an item due to COVID-19. Not my fault. Yet, they still wouldn't remove the feedback.

That feedback removal form they have is pointless. They seem to always say it doesn't meet the qualification because they don't really know all the details. There's no form when you submit to explain the situation.

You can try and e-mail them with a longer explanation.

My advice is to message the buyer, point out you did say that in the description and tell them they can return it for a full refund, then send them a feedback revision request.