Buyer did not read description - complaint & Neutral - help!!

sarah_26_2

Hi, I hope someone can give me some advice. I recently sold a DVD with a ripped cover which I stated in the auction and was clearly visible in the photograph. To my surprise my buyer has sent me an "Item not as described" email saying the ripped cover was not mentioned and it now isn't suitable as a present. When I checked my feedback I see she has left me a Neutral.

Any suggestions as to how I should proceed? I am fairly new to selling and have only 36 feedbacks in total so I am worried about what my other buyers will think. I would be happy to offer a refund for the purchase price (but not the postage as I feel it was her mistake not mine) but am less happy about doing this for someone who has left me a Neutral because she failed to look properly at my listing!

The item number is 260530229338 for anyone who wants to draw their own conclusions from my listing.

sunnysea83

Well the first thing i noticed was the rip in the picture, its clearly visable and mentioned as you state.

I would copy and post the description and upload the photo in to the dispute as it is a described and she clearly didnt read the listing.

The neutural just says thank you and i wouldnt worry about a neutural

sarah_26_2

Hi - thanks for your reply. She hasn't actually opened a dispute - she's just sent me an eBay message with the subject "Item not as described" saying it had arrived in the post with the cover ripped and this was not stated in the listing and asking for me to respond. Seeing as she hasn't actually said what she wants I'm not sure whether to offer a refund or just respond politely pointing out that it was mentioned in the listing. However I have heard so much about eBay always awarding in favour of the buyer I don't think I want it to go to a dispute!!
Any thoughts?

sunnysea83

I personally would state that it is stated in the listing and maybe qoute that part of the listing and say its also visable in the picture and say if shes that unhappy she can return for a refund, i would then refund minus the postage. She will need to return it by recorded delevery as well

after all its not your fault she cant read the description and shes left a neutural so no chance of a negative

suzyp1982

I would reply quoting your listing and your picture, i would then contact ebay asking them to remove the neutral posting.

sarah_26_2

Right... is this polite enough?

Hi, I'm sorry that you aren't happy with the DVD. I've looked again at the listing and it does say

"This DVD has been used and the paper insert in the cover has a tear in it"

The picture also does show the rip in the cover. I would therefore be grateful if you would revise your feedback since while I understand you are disappointed, my intention was not to deceive you as to the condition of the DVD and I did try to be open and honest about the rip in the cover.

However, if you return the DVD to me, I am happy to refund the purchase price (£8.50) to you.

Thanks sunnysea and suzy for your help.

cyberbob

suzyp1982 wrote: »

I would reply quoting your listing and your picture, i would then contact ebay asking them to remove the neutral posting.

Ebay wont remove it on those grounds. Just respond to the neutral ina a matter of fact way Stating that item was as described in listing. Dont rant or anything and it shouldn't effect you too much

stone7

If I was in your shoes, I'd buy the VGA cable using my buying only account and give him / her a negative. The ebay stasi on here will tell you how it's against the rules, revenge feedback and so on, but if you play it cute and don't use the same account, this is the best way to deal with the situation.

Indeed I think you owe it to other sellers to make sure this individual learns to read a listing and digest the obvious.

jasmineswhiskers

cyberbob wrote: »

Ebay wont remove it on those grounds. Just respond to the neutral ina a matter of fact way Stating that item was as described in listing. Dont rant or anything and it shouldn't effect you too much

Personally I wouldn't respond. If her comment was just 'Thank You' then to any potential buyer it probably just looks like a mistake. If you reply 'It was stated as in in the listing' then this draws attention that perhaps there was a problem.
Also I wouldn't have offered a refund. I guess she now realises she didn't read the auction properly and hasn't got a leg to stand on.

sunnysea83

i wouldnt leave a follow up comment, if i saw the thank you with a neutural i would assume it was just a mistake as its not at all a negative comment.

I wouldnt buy anything she is selling on another account leave a negative, i had someone do this to me, the accounts where in the same name and i contacted ebay who removed their negative feedback and suspended both ebay accounts - is a neutural worth it? no i dont think so espicially when it says thank you which to me wouldnt put me off and you feedback is still at 100%

dont ask her to revise the feedback she might change it a negative!!

sarah_26_2

Thanks all - I have replied offering a refund on receipt of the DVD (cos I'm so nice) but have decided to just ignore her feedback.

Silly woman - hopefully next time she buys a present from eBay she will read the listing properly!