Handling a return with a negative feedback already left?

[proton222024]

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 · Accepted solution]

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 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]

Worked well at the end. Thanks