Negative Feedback Posted

[Selonsbest]

I had a client whose photograph was ruined in the mail.  I package all my photographs using flats, two pieces of cardboard and in a plastic sleeve.  I take care to insure that they are handled carefully but unfortunately I cannot guarantee what the post office does. This customer tried to get me to give her a refund when it was not my fault.  If you check my feedback you can tell I go above and beyond to package my products carefully.  This is one of those cases when all they wanted was a refund and because I did not give it, they posted bad feedback.  This should not be allowed.  When it is my fault I do give feedback but in this case it was not and I explained it several times to the buyer.

[FallenAngelBrass]

It would seem that you have much bigger problems.  Your business is founded on selling photos that are not yours to sell, using names that are not yours to use. Not sure how much "vintage" will save you from selling celebrity images whose copyright might belong to estates or film studios. The forum is full of long time sellers who are getting busted for what Etsy used to turn a blind eye to. 

[nineteen27]

they are definitely not vintage since he is reproducing them himself from a "negative".

[nineteen27]

so if you were the customer...

and you paid for an item that was ruined.

you would not want a refund?

you owe her the refund... a full refund.

if you purchased insurance... file a claim.

if you did not... then that loss is on you.

[UniqueGiftOrnaments]

It is our responsibility to make sure the items arrive in good condition. If the PO damaged the photos, you need to refund the buyer in full. Then file an insurance claim with the PO.

[PillowDetails]

This is why we insure packages.  How would you feel if you are the Buyer?  Did they send you a picture of the damage?  That's the first step.  Did you have tracking?  Do you have valid Etsy policies in place?  Maybe you can get the Buyer refunded through Etsy -

https://help.etsy.com/hc/en-us/articles/360000344188-What-is-Etsy-s-Seller-Protection-Policy-?segmen...

The Buyer could easily do a case on Etsy or a charge-back on their payment, for receiving a damaged item.  You should be more sympathetic to your Buyer.

[PeoplePackages]

@Selonsbest, you are kind of responsible, they gave you the money and you picked the method of shipping, you chose not to buy insurance. I would not be happy if I purchased something and it was ruined, its not the customer's fault.

[PlatypusDream]

https://help.etsy.com/hc/en-us/articles/115015808588-What-to-Do-if-You-Receive-a-Negative-Review?seg...

https://www.etsy.com/legal/sellers#success

"Reviews are a great way for you to build a reputation on Etsy. Buyers can leave a review, including a one to five star rating and a photograph or video of their purchase, within 100 days after the latter date of their item’s estimated delivery date. If an estimated delivery date is not available, the review window opens after the order’s processing time and delivery time have elapsed. Buyers can edit their review, including the photograph or video, any number of times during that 100 day period.

On the rare occasion you receive an unfavourable review, you can reach out to the buyer or leave a response.

In addition to our rules for Creating and Uploading Content in Section 2a, reviews and your response to reviews may not:

1. Contain graphic, mature, or obscene language or imagery, or any content that is subject to our mature content policy;
2. Be about things outside the seller’s control, such as a delivery company, Etsy or a third party;
3. Include shilling or otherwise falsely inflate a shop’s review score;  
4. Undermine the integrity of the Reviews system."

[JustMeToo]

@Selonsbest   You mention that it wasn't your fault.  Well, it certainly wasn't the customer's fault either!  A full refund is in order.  You are responsible to get the purchase safely to the buyer.  I would have given an unfavorable review in that case, as well.

[HouseofWhisperingFir]

^^^ as @JustMeToo  has said.

As a seller, your "not my fault"  response just doesn't fly.

Your duty is called "customer service".

[maggiemaybecrafty]

A seller is required to refund or replace if an item gets damaged during shipping. The only way to cover it is to purchase shipping insurance because it does not matter if the PO mishandles packages. Insurance is for the seller, not the buyer. I don't blame the buyer for posting a bad review, I would have too. If the buyer files a claim..... you would lose. You are responsible for items arriving in the condition stated in the listing. As many sales as you have, you should already have know this a long time ago.

[PiecesOfMePaperCraft]

I had a client whose photograph was ruined in the mail.  I package all my photographs using flats, two pieces of cardboard and in a plastic sleeve.  I take care to insure that they are handled carefully but unfortunately I cannot guarantee what the post office does. This customer tried to get me to give her a refund when it was not my fault.  

You're right on one thing - it wasn't your fault. However, it wasn't the customer's fault either. You have her money. She doesn't have the photo she paid for because it was damaged in transit. If she filed a claim with Etsy or her credit card company, she would get a full refund.

Was keeping her $5 + shipping worth a one star review? Do the right thing and give her a full refund.

[2di4jewelryoriginals]

You are responsible for ANY damage that incurs during shipping. Insurance is to protect the seller against any losses incurred during shipment. If you received a broken item from Amazon would you be happy if they told you "not our fault, sorry"? 
Sounds like you need to learn the basics of a seller's responsibilities when selling online. Refund the customer! 

[ThePurplePuppy]

Well, when you sell something and deliver by mail or courier you are hiring that company as a subcontractor to deliver the product--you are responsible to get it to them intact and undamaged until it is in their hands. The  "deal" between you and the  courier doing the delivery is a seaparate entity and if you want protection while enroute you need to buy insurance.

Refund and then study up on business 101.

[OrnamentBoutique]

It’s not your fault but it’s your responsibility to make it right for the customer. You have their money and they have a damaged item. You are 100% responsible for items damaged in transit. You need to offer the customer a full refund (including shipping) or a replacement. Your loss will be covered by insurance if you purchased it, if not then it’s a right off on your taxes. If the customer is smart they will open a case or do a charge back- either of those will result in a refund for them. Their review is completely justified. 

[Selonsbest]

I normally do refunds or replacements.  Unfortunately I think it was the buyer's emails that turned me off.  From the beginning they were nasty.  I see your point and it's rare that I get bad feedback.  Thank you all for your kind advice.  It made sense.