Negative feedback removal

[trash2treasure88]

First time having negative feedback after over 100 sales. So buyer left a negative feedback saying 'not received as describe". It is a talking and giggling soft toy. Buyer said the talking mechanism is not working (inaudible). I have tested it prior to packing and shipping to her and it was working ( I even have a video of it.)  She asked if she can return it although my listing specified '' No returns accepted. Anyway I said to her if she is happy to keep it and I give a partial refund of £3 or if she still wants to return it  if she is okay to cover the return postage cost and she chose to £3 partial refund. The item anyway was listed for £10 and she offered £6.52 to which I accepted.

What would be the best thing to do with this, please? Would ebay remove this negative feedback given the situation. I was gonna send the video I have to the buyer but of course there is no option to send a video here on Ebay.  Does anyone have similar experience, please?

Thanking you in advance for your advices.

[tressygirl · Accepted solution]

eBay do not accept any videos as proof of items not as described.  I cannot unfortunately see the feedback the page will not load for me,  but if they are describing the item to be inaudible even with now accepting a partial refund , I doubt eBay will remove the feedback,  as it explains the experience the buyer had.

What you can do,  is to send the buyer a polite message , as they have accepted the partial refund would they be kind enough to complete a feedback revision you can send to them.  This is found at the bottom of your feedback profile.

If they don't agreem you can leave a follow up feedback ,but make it factual and polite as future buyers will read this and it shows what kind of a seller you are when faced with issues.

@trash2treasure88 

[john1297576]

You should be aware, that NO RETURNS, does not cover NOT AS DESCRIBED, and that you the seller has to pay return postage.

If seller was aware of this, that would be sufficient to put her off agreeing to remove feedback.

[jckl1957]

I can't see why you would want to send the video to the buyer - their experience would be the same and it would just be seen as you being argumantative and wanting to be right.

Their feedback is brief and polite.

As advised, you could send the buyer a feedback revision request - they might change it to neutral.

However, there is no reason why Ebay would remove the feedback as it refelects the buyer's experience of the transaction.

Getting negatives is a part of selling on Ebay.