Advice required re: feedback removal

[tstore]

Hi guys

I sold an item to an individual arrived very quick and the buyer left neutral feedback without any contact. Buyer dis not initiate a dispute and was never going to. Item was packaged well I am assuming item got stepped on by postie 😕

Anyway, I messaged the buyer asking to resolve the issue initially and then provided her 3 options for the revision of the feedback:

1) replacement of case
2) $10 refund
3) return of item including refund of postage cost so they are not out of pocket

The buyer responded "Okay, $10 refund pkay".

The buyer stated they don't mind case was cracked but I should have packaged better (item was in an Aust Post box).

Question is, does this constitute an agreement. I advised her happy to provide these 3 options for feedback revision. I called eBay and they advised me that the buyer must explicitly say 'I will rebise feedback'. I had refunded $10 based on the response to my solutions message which clearely said I will offer these solutions for the revision of feedback. EBay is refusing to remove the neutral feedback and buyer is not responding to feedback revision request

I also feel that her response stating she doesn't mind cracked case contradicts her neutral feedback

Your thoughts are greatly appreciated!

Regards
Sarah

[motherbear2003]

Nothing you can do, Sarah.  This is a perfect example of why I don't refund until the item has been returned to me:-)

[shypansy]

The fact that you addressed the issue is great, but you did so on the condition the FB would be revised which was not the best option,  would have been best to resolve the problem first, then ask if she would consider the revision,  although a cracked case is probably not worth $10, that is not really relevant, but doing the right thing as a seller should be priority and may see the buyer return to purchase again,

Did you actually send a revision request via resolution?  they may not realize how to revise the FB,  you could send one last message, ask if they will consider a revision, if they say yes, explain the request will be forwarded to them, and they need to agree within the link in the request.   If they oblige, all well and good,  if not, let it go and move on,  it is only a neutral, does not effect your rating, and will fall off the page soon enough.

[davewil1964]

Um, why are you worrying about a neutral? Unless they trashed your stars it will make no difference.

An agreement to revise feedback would, imo, constitute them looking at it. Whether they decide to AMEND it would be up to them. You have in all likelihood been took.

I admit I'm guessing, because I sell for money, not feedback. There is no way in the world I would offer or give a partial refund for something that didn't affect the utility of the item. Eg a cracked case would not affect the playing of the CD/DVD and as such would not warrant a refund.

Mind you, the items I sell will stop bullets, and I over pack them, so I don't anticipate issues like this.

You have 100% feedback, for over 1000 transactions in the last year, with 4 neutrals and NO negatives. You are obviously doing the right thing by your buyers and shouldn't stress.

[tstore]

Hi guys - 

@Motherbear it was a partial refund not request for return of item

@ shy - Yes it was via resolutions (not a dispute as claim was never done). 

@ Dave - thanks Dave. The issue is I really hate that she said that I do not package items well. Since this feedback appeared my sales have decreased by 25% yesterday and 75% today! Then again I lost TRS on the 21st as for Item As Described criteria I have 0.85% 1 and 2 star ratings ... All other criteria are 0% 😞 out of 1200 transactions 7 left 1 or 2 star ratings. It is FRUSTRATING that only 7 out of 1200 is all it takes to lose TRS ...

I have asked her to agree to feedback removal again via messages. If she replies than eBay will delete the feedback without waiting for buyer to respond to the request. 

I will keep you all posted just needed to vent

[motherbear2003]

I understand that, Sarah, however these days the number of buyers who want something for nothing is definitely on the increase, and it could well be this buyer is one of them:|  Your buyer has her item and a $10 refund; probably the last you'll see of her unfortunately.  If she was a buyer of mine she'd be on my "special" list because of her dishonesty.

[phorum_junkie*]

No way would I have offered anything in the same breath as feedback.

If the buyer had a legitimate complaint I would have refunded without asking them to revise the feedback.

If you had tried to bribe me into changing feedback I would have absolutely refused.

Your neut would not have been so noticeable if you hadn't responded to it, I would have left well alone.

[tstore]

No way would I have offered anything in the same breath as feedback.

If the buyer had a legitimate complaint I would have refunded without asking them to revise the feedback.

If you had tried to bribe me into changing feedback I would have absolutely refused.

Your neut would not have been so noticeable if you hadn't responded to it, I would have left well alone.

What is wrong with the follow up feedback I left? I was courteous didn't attack them? In addition out of some 27 feedback left by buyer 6 are either neutral or negative. A broken case is such a trivial matter. If the buyer was legit they would have accepted a replacement case which I would have sent via express and ahe would have had it the next day. By note responding would have been worst - I stated facts and most of all buyers can see that I care about issues that come up.

[sueken4812]

I can't see if you asked for photographic evidence of damage.  I always ask for a photograph before refunding.

[2106greencat]

So do I sueken.

OP - it can sometimes look to other buyers that you are an easy mark, refunding/replacing on fear of bad FB and not asking for proof of damage.

I think pj was simply meaning you brought attention to the neutral by leaving a reply which hass made it stand out more, not the reply in itself.