I logged into my computer for the first time since this morning to find that one of the buyers from last week's auctions had left me neutral feedback. The buyer feels I didn't package the item well enough, and that it was not in as good a shape as I'd described it in the listing.
The feedback, although neutral and not negative, left a bitter taste in my mouth because:
1) I wanted this buyer's item to be well protected, so I actually went out of my way to package the item in a box rather than a mailing envelope, which made the package heavier and raised the cost of shipping for me.
2) I geniunely believed the item was in as good a shape as I said it was. However, I do understand perceptions can vary, and my buyers are under no obligation to see things my way. That's why I allow returns, so people won't feel trapped into keeping an item they aren't happy with, and thereby unhappy with me.
Of course, I've offered a full refund and return shipping NOW, but things like this still make me a little sad. I'm not sure why I take it so personally. It's irrational for me to be upset at myself for having disappointed someone I don't know, but frankly I take a lot of pride in my little business and I like to do things right.
Other than offering the refund and shipping as I've done, any other ideas about how I can make this right?
:(
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2 comments:
How about writing him and asking him what he would have paid given the shape the good was in? You could then offer a discount on a future purchase. That being said, I wouldn't be too apologetic or defensive.. after all, you feel you have been honest about the good's condition (and I would tell him about the shipping, etc.).
Hey! Glad you're able to comment now.
The buyer contacted me yesterday after my offer to refund their money with a very nice email, offering to revise their feedback once they get their refund.
Here's the thing - there are a lot of very defensive people on eBay, both buyers and sellers. Sellers are generally very rigid about their policies because they're afraid of being scammed, and buyers are also sick of paying for one item and getting something entirely different. So why not generate some good will by breaking the cycle? I don't gain anything by arguing my point, other than aggravating an already-aggravated buyer, but I have a lot to gain if I can change their opinion about me by letting them return the item - which isn't going to cost me a ton of money anyway.
We'll see, I'll keep you posted!
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