Ebay feedback advice needed

ataheb

Hi,
I sold an item for 75p supposingly new and unopened.
The buyer emailed after receiving it that it was opened and not as described. I never realised it was, that was a genuine mistake.
So I apologised and asked her to return it for a refund. She said that she couldn't as the post office is 10 miles away! So I offered a part refund as a solution. She agreed so I refunded her 60p out of the 75p.
However she left me a neutral feedback. I replied to that she was hard to please although she got an item which is over £3 RRP for just 15p. She emailed me that she doesn't lie. What else did she expect from me! Extra compensation maybe!
Since ebay changed the feedback policy my over 600, 100% positive went down to 99.4%.
What should I do?

jasmineswhiskers

For that price i'd just of refunded in full and let them keep it and made sure I checked my items thoroughly before advertising/selling them.

ch0ccy

Even if OP did refund in full, buyer will probably still have left a neutral because she "doesn't lie" and/or because she can leave neutrals without fear of a neg back. There's no pleasing some people unfortunately I'd just put her on blocked bidders list and move on

heskpesk

I have to agree with Jasmineswhiskers. Although you made efforts to rectify the situation I feel buyer could justify neutral by the fact that the item was not as described and ended up with an item she did not originally want ie opened albeit for 15P. Under old rules you probably would have accepted neutral but the change in feedback rules has stirred the situation.

jasmineswhiskers

But the fact is the buyer expected a brand new item. The OP wasn't adamant that it was definately new suggesting that maybe they knew there was a chance it wasn't. Why should the seller have to pay return postage for the sellers mistake.

ataheb

jasmineswhiskers wrote: »

For that price i'd just of refunded in full and let them keep it and made sure I checked my items thoroughly before advertising/selling them.

I packaged it myself I never noticed it was oponed. She had 3 previous negatives from sellers that she was a hard to please buyer.
I did leave her a positive prior to her complaint.

ataheb

jasmineswhiskers wrote: »

But the fact is the buyer expected a brand new item. The OP wasn't adamant that it was definately new suggesting that maybe they knew there was a chance it wasn't. Why should the seller have to pay return postage for the sellers mistake.

I would refunded the postage fees, she refused to return it.

ataheb

By the way her claim that she doesn't lie was infact a lie itself.
I've just checked the post office website branch office locator using her postcode, there is a branch approx 1.5 miles away and an other 1.6 miles etc.
10 Post office branches in the radius of 5.6 miles!
what do you think?

luvvlyjubbly

It's awful when you lose your 100% feedback....have a rant then move on....there's very little you can do on this one.

Brooker_Dave

ataheb wrote: »

Hi,
I sold an item for 75p supposingly new and unopened.
The buyer emailed after receiving it that it was opened and not as described. I never realised it was, that was a genuine mistake.
So I apologised and asked her to return it for a refund. She said that she couldn't as the post office is 10 miles away! So I offered a part refund as a solution. She agreed so I refunded her 60p out of the 75p.
However she left me a neutral feedback. I replied to that she was hard to please although she got an item which is over £3 RRP for just 15p. She emailed me that she doesn't lie. What else did she expect from me! Extra compensation maybe!
Since ebay changed the feedback policy my over 600, 100% positive went down to 99.4%.
What should I do?

Accept the fact that some people are just hard work and impossible to please.

Sssssss

but you too could be seen as a liar, you advertised a NEW item but it wasn't. A neutral is not so bad considering.