Item damaged in post, buyer left neg, now wants compensating

sharpy2010

rebeccauk wrote: »

Hi All
I sent an item last week and thought I'd packaged it really well. The buyer left me a negative this morning which said very disappointed as the item was broken.

I know it left my house in one piece so can only assume it was broken in transit. She has since contacted me (with picture as proof of breakage) to ask what I'm going to do about it? Will I refund or replace....but as she has already left a neg what should I do? I want to do the right thing by the buyer but I'm disappointed to be left with a neg if I do all I can to put this situation right. I can easily refund her but then the neg will still intimate that I sent a broken item out...

All ideas gratefully received

If she's going to give you a negative, then theres not much you can do about that, and you'll also have to give either a replacement or a refund, as eBay will force you to.

What you CAN do, is make her wait as long as is possible before complying with eBays terms and conditions. So if it gives you ten days to refund, then refund on the tenth day, etc etc.

Other than making the buyers life as difficult as possible (which is what they deserve if they leave a negative without even contacting you), there isn't a lot else you can do unfortunately.

techspec

If buyers contact me first - im helpfull - but after a neg i'm not.

First ask why they did not contact you first to say the item had been damaged in the post - and ask if she will retract neg (i see you now have).

If she does - offer full refund inc return postage - without going through Ebay

If she doesn't - tell her to go via Ebay. Ebay will give you a date to respond by. Respond the day before - and keep her waiting. Offer full refund on return. Do not pay return postage.

Then contact Ebay and they will remove it. If no contact is made - the neg no-longer stands if you challenge it.