eBay

itsprocessing · ‎03-06-2018

I need input on how to handle a situation. I shipped a pottery bowl and packed it well (I thought). The bowl broke intranet and the user did Ito ask for a refund or notify me in anyway. What they did was leave nasty feedback. I would baldly have refunded all trier money to make it right. Is there a course of action I can take?

itsprocessing · ‎03-06-2018

Please forgive my typos

belleoftheprom · ‎03-06-2018

contact your buyer and offer help.
If you send priority mail, it has $50 insurance.

*********************************************

lintbrush* · ‎03-06-2018

Have you reached out to the buyer?

Dear buyer,

I see by your feedback left that the item arrived damaged. My sincerest apologies. I thought it was packed well enough to make the trip. Was the box smashed or just the item? Could you send me pictures for my files and insurance purposes? I wish you would've contacted me as I would like to have to opportunity to make this right.

If they are sincere, they might send pictures (not everyone can though.) What does their feedback for other sellers look like? Is there a pattern of negatives or revised feedback? It could be a fishing expedition (to see if you'll refund because of the negative). Don't give too much away right off the bat.

If they send pictures and their claim is valid, you can simply refund without requiring a return. Tell them to open the return - just don't refund without it. If they seem fishy, you could say return for refund and they might go away.

BUT... wait to follow up on feedback until you have more information. There is no rush. If you eventually do follow-up, make it factual and professional. (You'll get a lot of good suggestions here)

partial*eclipse · ‎03-06-2018

Issue a full refund, and send them an apology. Then it might be appropriate to request that they revise the feedback.

And look up some tips about packing fragile items. To withstand rough handling, they should be double-boxed with two inches of cushioning.

cherrlawle_0 · ‎03-06-2018

If it was poorly packed insurance won't pay off

fern*wood · ‎03-06-2018

The feedback doesn't look especially nasty, other than it is a negative...second one for you mentioning packing problems. Since they are a low feedback number buyer they may not realize they could file a case to get their money back. It is up to you how you wish to proceed, but since you state you would gladly have refunded to make it right, I would take the advice by Partial*eclipse.

getitright1234 · ‎03-06-2018

OP some buyer leave negative feedback as a bargaining chip. They are hope "you" will reach out to them and offer to refund their money ....................when in fact the items was never damaged, so now they got their money and the product.

I would do nothing until or unless the buyer contacts you for a refund; I would ask to see pictures as proof of the damages. In the meantime check to see what you buyer has purchased in the past, this could be a pattern of leaving negative feedback, waiting for the seller to issue a refund without proof of damages.

cmestatebooks · ‎03-06-2018

True, some buyers don't know how to report a problem, they think they are just suppose to leave negative feedback. I had a buyer do this and when I responded with a refund I asked him to revise his feedback along with instructions how to do it. He was more than happy after that.