Bit long-winded sorry, but never had any problem before:
My 6 year old DS asked me to sell some of his Ben 10 figures, so he could get pennies to buy some new Bakugan stuff. 12 figures in total, listed all separately, I stated clearly in the listings if any of the figures did anything, ie. light-up, move etc. All 12 sold - great.
Now one of the buyers has emailled to say that the figure doesn't work, and that before she leaves me negative feedback, can I or my son recall how the figures works. Now I have re-read my listing several times and I describe the item as "XX figure, in excellent condition" and that is it, so I do not state anywhere what the figure is meant to do. For example, some of them you press the button and they light up, or they have items that attach on etc.
Anyway I have said back to her, with my apologies, that I was not intending to mislead, but that the listing is correct to my knowledge, and thus in the condition as listed. I also said that I didn't want negative feedback as I haven't had any thus far, and if she didn't want figure, please send it back and I will refund the amount paid plus original postage. Or, if her son still wants it, I will refund 50% of the amount paid (she paid £3 for it) and she leaves me positive feedback. Since then, my DH worked out how the figure works, so have messaged her again to offer up the information but again stating would be happy to refund.
So I am awaiting her response, but my question is, does that sound fair what I have offered? I feel she is being a little mean threatening negative feedback. Had I listed the item as "figure does this" and then she receives it and it clearly doesn't do as I list, then fair enough. Is there anything else I can suggest to her?
Thanks for listening to me whinge.