1st ever negative feedback - what can a seller do?

[katlover1952]

I just received my 1st negative feedback ever - apparently item arrived broken but I never knew about it as buyer never contacted me. I would have requested a pic of broken item and did a refund - was shipped expedited but not sure if insurance would cover or not. How do I go about adding a comment under my neg FB & will this affect my power seller status. It seems so unfair when I did not ever know there was a problem - I always pack well & mark fragile but you never know what is going to happen after it leaves you.

[tmfsoundslinger]

Im not an ebay worker. Im a buyer and seller. I wouldnt worry considering you have 300 or so positive ratings. I dont think anyone will think badly -its bound to happen even to the best of us at some point in time. And if something arrived broken most people with any logic would see that for how it is. Tim

[katlover1952]

Have done as suggested & contacted the buyer requesting a pic of the broken item and offering a full refund & asking that the negative feedback that was posted be removed. It is hard to know if it even WAS broken. I pack quite well & when it is breakable mark with Fragile stickers all over it. This was not a pricey item & if it is truly broken I would be more than willing to reimburse. Have not heard from the buyer yet so not sure how to proceed, I do know that I will not do a refund if they are unwilling to remove the neg FB. How do you go about posting a comment under the neg FB to kind of explain the situation.
Katlover 1952

[toby_le_pue · Accepted solution]

So the buyer never filed a claim with paypal about it.

They still have a few days to file.

Took them long enough to leave the feedback.

Did you contact the buyer and offer to refund their full payment

if they showed you pictures of the broken item.

Contact the buyer and ask them if they will revise their feedback for a full refund.

http://pages.ebay.ca/help/policies/feedback-removal.html

[katlover1952 · Accepted solution]

After I read the FB last nite I emailed them & told them I was disappointed they had posted FB before contacting me as I would have asked for a pic of the item and refunded them the money. Have not heard back from them. No do not have a pic so don't even know if it WAS broken for sure. I pack pretty well and it was definitely marked with lots of Fragile stickers and did go expedited so would certainly not have been in the mail long. I did not realize that you could revise feedback - have never really had to deal with this before. Any further thoughts - appreciate your comments but if they won't reply am kind of stuck I take it.