How to handle a difficult sale/return

[DarlinDils]

Question for the lovely participants in this sane bastion of eBay selling.

I sold a new, sealed DVD, shipped Media Mail per buyer choice (they paid) they day after they paid. They messaged me upset it didn’t get there when they wanted it, but I didn’t respond (they didn’t ask a question, just vented about the delay). Today I got a diatribe about how horrid I am at its delay, and when they watched it it had a feature they did not like. They wanted compensation for this or they would return it. I replied they could return and I would refund if it arrived in the condition sent (it wont, they watched it). They opened an INAD and I accepted and sent a label immediately. They also gave me a lovely, fulsome negative feedback.

My question is what would you do when it gets here? Full or partial refund? Refund return shipping or no? I am leaning towards deducting return shipping and taking the 10% partial refund for return not as sent, but this is my first such case and would love opinions.

Bonus question – how to most professionally respond to the negative feedback? It is my only negative, and took the entire allowed space to air all the gripes so most buyers can see it for what it is, but I need to give a good, polished reply.

Anything I missed asking?

[Jay]

Just refund and move on. You can replay to the negative feedback with “Accepted return with full refund”. But otherwise, it’s just noise as long as it’s not a pattern.

We recently dealt with a couple buyers like this. Its not great that eBay has expanded the feedback limit where ranters can leave huge paragraphs of anger.

[Ryanne]

if you issue the refund, that negative should come off your feedback page.

[ctebay]

If they verifiably lied in the feedback or were vulgar/profane, you should be able to get eBay to remove it.   Also, I’ve read elsewhere–but don’t have personal experience–that you might be able to get eBay to remove feedback if the complaint is about shipping but you shipped on time or if they discuss the details of a case they opened.

[craig rex]

Also, I’ve read elsewhere–but don’t have personal experience–that you might be able to get eBay to remove feedback if the complaint is about shipping but you shipped on time or if they discuss the details of a case they opened.

It’s worth a try to contact ebay seller help to either have the feedback or defect removed. It’s mostly automated at this point, just explain the relevant details about the item and it’s entirely possible you will get the feedback removed. My few experiences with this have all been positive — the negative feedback was removed within a day at most.

I sold a new, sealed DVD, shipped Media Mail per buyer choice (they paid) they day after they paid.

@cdils

I used to sell media items regularly and still sell a few here and there. I don’t even offer media mail as a shipping option exactly to avoid the situation you described. I’ve found that buyers who might request media mail are often picky about price, shipping and/or condition. Most regular CDs and DVDs can go first class mail for 8 ounces or less anyway, and with larger/heavier sets I am picky about what I list to where it needs to be over a certain price point before I consider it.

To me the small price savings with using media mail isn’t worth the extra possible headaches. Ironically the shipping speed with media mail is typically fast compared to the estimate and especially compared to 5+ years ago.

[DarlinDils]

Thanks all – you are awesome!

I think I will try to call and have the INAD defect removed first – I don’t want to have problems with my selling account and don’t sell enough to make each issue a tiny percentage of my overall numbers. If the full refund removes the negative that is my next step. Life is too short to worry about the small stuff!

Thanks craig-rex for the tip on shipping media. I agree with the sentiments, and since eBay doesn’t give a seller discount on media mail, but does with first class, it is the logical thing to do to switch my listings over. I am helping a friend disperse a large DVD and Blu-ray collection, so there are boxes of listings to go and this will help me keep it simple.

As a silly aside my inner self wanted to give a snarky reply to the negative – it said they were unhappy I implied they weren’t satisfied. Since about half their feedbacks to sellers were similar paragraphs of negatives I soooo wanted to say I am actually fine with their being dissatisfied since it is obviously their usual state of being – but instead I just grabbed a cup of tea and came here!

Thanks again, and happy scavenging!

[Retro Treasures WV]

FYI,

If you respond to the feedback it cannot be removed. Never respond until you’ve exhausted your options.

One other way you can get it removed that wasn’t mentioned here is if the buyer doesn’t return the item.

[Antique Frog]

@cdils My friend went through a similar experience a couple of weeks back, over a 5-dollar (£4) pair of candlesticks she sold to a festering pile of grievance on a Welsh hillside. I mention the location, because this git wanted her to pay him mileage for driving to the post office to return the sticks, being as he claimed he lived miles away from the office. Took her some time to shake the bad stuff from her head, even with the help of tea.

 

[Antique Frog]

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