Returns and Feedback

[msjanedoe71]

Ok... Sold a woman/man a vintage sweater. When she received it she left me a negative feedback about the item not being as described and the smell of strong cigarette smoke odor. First, yes, I had some items stored at a friend's home and they smoke. Once I realized that the smoke had gotten on everything I started washing all the items... Could have missed that one. The not as described was to small spots on the front of the sweater... Ok, could have missed that (but I look over all my items like I'm hunting for gold). What grips me and my question is: first, she never contacted me, just left the negative feedback. Said I was rude on the feedback (remember we still have not communicated). I messaged her apologised about the sweater, told her I wish she had contacted me first before leaving feedback, asked her about the not "as described issue" was. She contacted me back told me about the spots (already knew about the smoke problem cause she left it on my feedback!). I reconnected with her, offered her a refund... She said that would be great. I told her how to start it and that I wanted to get this issue resolved as soon as possible. I didn't hear anything from her for about 4 days... So, I messaged here again with the same message. Still no word... I waited a week with no contact with her. I then sent her a feedback retraction request in which I asked her to change to a neutral one. This she responded to immediately!!!! She stated that the issue was not resolved to her satisfaction... So, now what can I do to get the negative feedback removed?

[msjanedoe71]

Amendment: I offered her a refund and I asked her to return the item back to me!

[tiramisu41]

@msjanedoe71, has the buyer opened a return requst?

[18704d]

You can't get it removed.

She complained of smoke and spots.

You stated they did exist on her item.

She now states the issue isn't solved.

Even if you refund, the Neg will remain.

I'd move on.

And be more careful in the future.

Lynn

[lewisburggold]

Not many options on that one.  She does sound somewhat unreasonable but there is not much you can do.  We would just give her money back let her keep the stuff take the loss and hope she changes her mind.  Best regards

[18704d · Accepted solution]

I would consider negative feedback the end of the transaction

and not refund.

jmtcw,

Lynn

[18704d]

" I reconnected with her, offered her a refund... She said that would be great. I told her how to start it and that I wanted to get this issue resolved as soon as possible. "

-----------

The above is why I wouldn't automatically refund.

The buyer doesn't seem serious about pursuing an offiicial refund.

I don't believe a buyer deserves to lose money on a not as described item...

But I am very uncertain why this buyer isn't filing a justifiable SNAD?

Thanks again,

Lynn

[fab_finds4u]

You offered to refund but did you actually send a prepaid return label or return shipping $?   Maybe she didn't want to return it but was looking for a partial refund.  Which I believe she's due one, at least for the dry cleaning cost.   I would tell her you're sorry that the offer to return it didn't resolve it, so you are sending  $7.75  to get it dry cleaned, and  you hope that will make it right, and if not then to use the money to return it for a full refund.  

[sam9876]

"You offered to refund but did you actually send a prepaid return label or return shipping $?  "

The return shipping label is provided to the buyer as part of the SNAD complaint.

[fab_finds4u]

More thoughts-

Do this because she might be willing to leave a follow-up reply saying you fixed the problem if you actually do fix the problem.  

Next time don't be so quick to reply to neg feedback.   You want to be able to show people you do fix problems so insteasd of saying working on it, it would have looked better if the reply was sorry for the mistake-the buyer was refunded or offered a refund. 

And the reply to the other negative feedback is also lame.  Saying sorry,  precautions have been taken to prevent this from happening again isn't enough.  Buyers want to see that you fixed the problem, not it won't happen again.    Because it did happen again with the sweater.   

[lunalapin1912]

I think the buyer was saying that the fact that you sent out a smoke smelling item was rude, not that there was rude communication between the two of you.