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.

[marco@ebay]

Hi trash2treasure88, thanks for your post.

In terms of feedback, I'm afraid that it wouldn't be removable as there are no reasons for us to remove it since the buyer is only stating an experience. Regarding the return, this really depends on what the buyer have done so far. If they haven't taken any actions like filing a return through eBay, there is nothing you'd need to do at the moment. However, if a return is filed under damaged/not as described, the return will have to go ahead. If you take no actions on the return, or refuse to take the item back, the buyer will have the option to ask us to step in and you could run the risk of losing this case, which means the buyer would get a refund and keep the item, which is why we recommend taking the item back and issuing a refund.

For further information, you can visit How to handle a return request as a seller

Thank you,

Marco