It had to happen, got first neutral

aeuerby

Way back in April a customer was offered a second chance offer which he took up.

We sent the item out promptly and left the guy positive feedback.

He rang up a few days later and said there was a problem so we apologised and asked hem to send it back and we would refund or repair. He choose repair. It turned out it was a dry joint which just needed a blob of solder. I should point out all our items are checked prior to sending out but these things happen.
Anyway, the item was returned promptly to the customer and we heard no more from him - until yesterday when he left us a neutral saying...display had a fault but returned it and it was repaid and sent back

So do we do a "follow up" to the neutral or just leave it? Did we do anything wrong to deserve this neutral? Should we have handled it differently?

Thanks
Angela.

smartie1976

Maybe the guy just feels aggrieved that he did not initially receive a fully working item, and then had to go the hassle of getting it returned and waiting for it to be fixed.
I'm not saying you did anything wrong, but the guy has rated his whole experience with you as neutral because that's what he feels about it.

I'd just leave it.

Hintza

Possibly a little harsh...but look at it from his point of view. Item was faulty not much you can do about it. I would follow up with a comment "Sorry for slight fault offered full refund buyer chose repaired and returned within x days".

That neutral might actually act as a positive all bland positives are pretty meaningless, when checking feedback it the way that folk answer bad/neutral feedback that interests me and something to show that you went the extra mile alays helps.

The feedbacks that are interesting me just now are the huge number that are withdrawn because of non payment but buyers have left a positive along the lines of "fast delivery many thanks"....obviosly try to fool seller into leaving a positive. (this trick has caught me out in the past when I leave bulk feedback based on who has left me feedback..doh!)

lovetoshop_2

Hiya, lots of rules on ebay to get it right, one of them is to describe things exactly as they are warts and all, that way when they purchase they have all the gen. That said, sorry about your neutral but he had a a right to put it after all a fair comment. he was generous it could have been negative. It will not spoil your rating as far as shoppers go, it happens to us all. An added tip leave feedback after they leave it for you. Enjoy