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Handling a return with a negative feedback already left?
Summary: proton222024 initiated a discussion regarding how to handle a return where negative feedback has already been left by the customer. tressygirl responded, but their feedback is not detailed in the thread. proton222024 followed up on the conversation again, but no further details are provided about the resolution. The discussion appears to involve seeking advice on best practices for such situations.
Good morning.
I am in a situation where the item that I sent to the buyer doesn't work and buyer reached out to me after leaving a negative feedback already. I was willing to spend some extra money and send over a replacement but after seeing the feedback I have a pull back as I had this in the past where I have sent an additional item hoping for a revised feedback after buyer received the additional item but it wasn't the case as I do not think it will be the case now. What would you do? Make it a bit difficult for the buyer and eventually refund the money when it comes to it or spend more money for nothing?
Thanks for your thoughts
tressygirl
Mentor3 months agoUnfortunately, some buyers will use the feedback system as a messaging board, they could have, ( should have?) messaged you first. From their comment and photo, it seems that the item is faulty as without that battery spring , it will not work.
If it was me, yep I'd be annoyed at the neg, but I would send the buyer a polite message to apologise for the faulty item, and ask them to open a case for item not as described, where you will fully refund them. If you want the item back you can explain you will send a paid return postage, though doubt you want a faulty item returned ? 🤔
Only when everything is resolved, I would ask the buyer if they would kindly accept and complete a feedback revision you can send. Be aware , they still may not accept to change the feedback, as it was their initial experience of receiving a faulty item that is expressed in that feedback, but the above is how I would approach this scenario.
@proton222024
proton222024
OP3 months agoWorked well at the end. Thanks