Advice

[boutiquebargains-uk]

Hello fellow ebayers!

I sold an item last week, it arrived damaged. The buyer contacted me, i apologised and offered them a full refund. (Without needing to post item back) i then issued a full refund.

Today i noticed they have left me negative feedback saying 'item broken'

Is it worth me trying to get this removed? I think negative is a bit harsh.

Thanks

[stuff4divas]

Did you post already on the UK site? Because this is the US site and not all rules are the same as in other countries.

[48hrs-clothing · Accepted solution]

Our respect for the manner in which you dealt with the issue.

Sadly some people simply do not recognise excellent service. 

eBay will not remove this negative feedback.

You should message the buyer and in a very calm and professional manner stating that whilst you appreciate the fact that everything did not go as planned and item got damaged in transit, however on notification you did everything you could to ensure that buyer had a positive experience and issued a refund.

In view of this would you please consider removing or amending your feedback.

Incidents like this are part of selling on line and if buyer does not remove or amend his feedback and you are annoyed then you may consider adding this buyer to your Blocked Buyer list and report as abusive buyer.

If this fails then you could still turn this negative feedback to your advantage by responding to feedback by stating something like" Sadly item damaged in transit, Full refund issued no questions asked".

This will show any decent potential buyer that you are a responsible seller and how you deal with any problems that may arise.

Good luck and stay safe

[morste_3351]

What, you think just because you refund that's suddenly going to make it a positive experience for the buyer?

The buyer wanted the item, not a refund. Yeah sure they have their money back, but now they're left to take care of the garbage you sent.

Forget the positive Poly cheerleaders who are telling you how great you are, and learn to pack breakables.

[silverstatetreasureboxes]

@boutiquebargains-uk 

     I think it was a bit harsh also but you can issue a reply to their neg such as apologies, broke in transit, full refund made. 

    Unlike one of the posters stated here, I can see you send quite a few breakables without incidents. This just happened to be one that didn't make it unfortunately. But you did the right thing. Best to you!

[jayjaspersgarage]

Not sure if it is worth the effort on your home ebay-UK site to attempt to appeal the negative feedback.

No one is perfect.  Delivery companies do cause much breakage but insufficient packing to prevent breakage can be the cause as well.

Is this your first negative feedback ever?  I had one eight years ago that stuck around for about a year.  I got over it in less than a week because it had no effect on my real life away from ebay or on ebay.  I have also had things break and still got positive or perhaps a neutral feedback.  

In another venture  in life with minimal exposure on my ebay page I edit books, mysteries to be specific.  The different series sell on a print on demand basis through Amazon and B & N.  Once in a while a lower than desired review will get posted based on the quality of the printing or a margin might be askew.  Authors don't control the quality of the physical printing of thousands of books around the world.  You just have to accept that some reviewers don't understand that they should review the content of the story and leave the occasional printing or binding error out of their thought process.