First Negative Feedback- What Would You Do?

[gr8deal_z]

Hi everyone
Fairly new seller here, sold a new, sealed (but expired) printer cartridge, low value. Buyer received it and says the ink evaporated in the cartridge. Obviously I was not able to test but stated that it was expired in the listing.
Buyer did not reach out to me and left a negative feedback. Not sure how important negative feedback is anymore but should I reach out to the buyer? Offer a refund? Contact eBay to try and get the negative feedback removed?

Want to do the right thing but not sure how to proceed.
Thanks in advance

[gr8deal_z]

Thanks for the input.

[marnotom! · Accepted solution]

I see your listing states "no returns accepted."  Your buyer was probably unaware that this statement only applies to remorse returns (e.g. change of mind, realization that the cartridge doesn't fit the printer) and not returns based on the item not matching the listing description.

The fact is, the buyer could have--and still can--file a claim for a "not as described" item through eBay's Money Back Guarantee process and you would have no choice but to accept the return and pay for the return shipping if you want the cartridge back.

If this were my sale, I would presume the buyer is being honest about this (after all, this is a sale worth less than twenty bucks, not $200) and respond to their feedback with something along the lines of, "I'm sorry the expired ink cartridge did not work out for you.  Please contact me for a refund."  I'd also send them a message along the same lines.  If the buyer does respond, offer them a refund and don't bother trying to get the cartridge back.

Whether or not the feedback gets removed is immaterial, although it does hit your percentage pretty hard.  It's how you respond to it that matters.  Potential buyers will look at this exchange between you and this buyer and likely make their decision to buy from you based on that.  The better you look in this exchange, the more likely they'll ignore the feedback and buy from you.