Handling a return with a negative feedback already left?

Question

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? M...

tressygirl · Accepted Answer

Unfortunately,  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...