Dealing with a angry customer on ebay? need help?

Question

Recently a customer asked me a question about a piece of software i was selling(did it include a specific program) and i answered yes to his question.Then he brought the program and used it and found out it didn't contain the program mentioned. Now his reponse is:

"Before i do anything i wanted to tell you that this software does not include nero vision as you promised. What are you going to do about this given i specifically asked whether it was included or not?"

What should i do about this and can someone word a response or good explanation so i don't get a negative or netrual feedback. Thanks

Answer 1

Start with 'I am sorry for the misunderstanding.' and then offer to make it right with them.

Neutral feedback is about the best you can expect since you lied to him.

Answer 2

You should just let him return it to you. But don't send him his money back until you receive the item back in working condition or in the condition you sold it. That is your best bet to avoid neutral or negative feedback.

Answer 3

I would offer  full refund including  shipping.  You will take a loss monetarily, but increase reputation.

I would write:  I am sorry for the misunderstanding, and am prepared to fully refund your payment (including shipping).

Then state details:  buyer should return article first, or whatever.

Answer 4

You can tell him it was an honest mistake and apologize profusely. Also offer him a refund and pay for his return posting and packing as a good will gesture. Good luck