My first neg :( but no chance to sort it, what can I do?

modgit

Hi

sold an item at the weekend, I had a short note from buyer last night saying I had said it was new and it clearly wasn't as it had a dent in it. I replied immediately with apologies and said could you please send me a pic of dent, so I can follow it up with Royal mail. I've just had a message back saying I do ebay on my mobile so can't send pictures.
I've logged onto ebay to reply and hes given me a negative for saying something was new when it clearly wasn't

What can I do, or do I just ignore and carry on, item value was £2.50 so no major loss if I had to refund, just narked they didn't give me chance to sort

Thanks

soolin

modgit wrote: »

Hi

sold an item at the weekend, I had a short note from buyer last night saying I had said it was new and it clearly wasn't as it had a dent in it. I replied immediately with apologies and said could you please send me a pic of dent, so I can follow it up with Royal mail. I've just had a message back saying I do ebay on my mobile so can't send pictures.
I've logged onto ebay to reply and hes given me a negative for saying something was new when it clearly wasn't

What can I do, or do I just ignore and carry on, item value was £2.50 so no major loss if I had to refund, just narked they didn't give me chance to sort

Thanks

I'm not sure there is much you can do really. Personally I would have said to send it back for a full refund, maybe by asking for photos they thought you were not going to refund until you had tried a claim with RM?

the_lunatic_is_in_my_head

soolin wrote: »

I'm not sure there is much you can do really. Personally I would have said to send it back for a full refund, maybe by asking for photos they thought you were not going to refund until you had tried a claim with RM?

On the other hand they might have negged rather than mess around returning a cheap item, hard to tell what's best sadly.

I'm not interested in phones but surely one which could access eBay would have a camera?

the_lunatic_is_in_my_head

As an aside OP all you can do is email, apologise and ask the customer what you can do to resolve, personally I wouldn't mention feedback at all to the buyer (but being cynical would check the buyers profile to see if they've negged any one else).

modgit

Thanks all, the buyer is new to ebay, so not much feedback left for others. Another lesson learnt . . .

charlies_mum

I had the same thing happen. I issued an immediate refund and asked if she would consider changing the negative.

Never heard back from her so replied to feedback saying "No contact before leaving negative, full refund issued"

sharpy2010

If someone leaves me a negative feedback, they have zero chance of receiving a refund.

Childish, maybe, but thats life.

soolin

sharpy2010 wrote: »

If someone leaves me a negative feedback, they have zero chance of receiving a refund.

Childish, maybe, but thats life.

Unfortunately of course as sellers we cannot decide whether or not to give a refund, if buyer goes to a SNAD claim we refund regardless

sharpy2010

True enough, I suppose that particular outcome has never happened to me (only actually ever had 2 negtives in thousands of sales anyhow) so I never considered that possibility!

What I should have said then is they have zero chance of receiving a refund *by asking for one*. Should they take it down official routes then thats different.

soolin

sharpy2010 wrote: »

True enough, I suppose that particular outcome has never happened to me (only actually ever had 2 negtives in thousands of sales anyhow) so I never considered that possibility!

What I should have said then is they have zero chance of receiving a refund *by asking for one*. Should they take it down official routes then thats different.

I agree in that I wouldn't hurry quite so much to make them happy as I have nothing else much to lose once they've left a neg.

sharpy2010

Thats pretty much what I was getting at, Soolin wrote it more elegantly than I did!