Negative feedback from a buyer

Question

Good evening, and thank you in advance for your help.

So here’s the thing: I sold a lot of Pokémon cards that I sent on September 1st; since it still hadn’t arrived by the 12th, the buyer filed a dispute for item not received. I see on the tracking that the letter hasn’t moved since the sorting facility, and I think it’s lost, so I decide to refund the buyer.

After the refund, the buyer leaves me negative feedback saying that I pretended to send the letter. I try to make him understand that I’m not responsible for the delay of the letter and tell him to check the tracking number, but nothing works; the buyer wants me to resend his order, which is, I don’t know where, at the post office.

francexpressdeal · Accepted Answer

Good evening @Anonymous

you should respond to the review by explaining that the letter was indeed mailed. Saying nothing would amount to backing up what the buyer said.

You said you refunded the buyer, so it’s obvious that you don’t also have to resend the order.

Regarding the negative review, if you do have tracking that shows the order was sent but is stuck at the sorting center, that proves that the buyer’s statements are false. So let customer service know and tell them it’s a false claim. That may (maybe!) help get the negative review removed.