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Ebay sides w/threatening buyer extorting refund and item in lieu of negative feedback
Summary: thewearhouserevival shared their frustration about a buyer who demanded a refund for a pair of shorts without providing proof of a defect. Despite offering a return and refund process, the buyer left a negative review after thewearhouserevival refused to issue an immediate refund without return. inceptions advised thewearhouserevival to appeal eBay's decision and avoid expressing frustration in responses to buyer feedback. They suggested contacting eBay support through specific channels and reporting the buyer for policy violations. The interaction left thewearhouserevival considering leaving the platform due to dissatisfaction with eBay's handling of the situation.
A buyer sends me a shoddy aggressive message stating that the zipper is stuck on a pair of shorts he bought. He sends no proof, no pics, nothing - goes directly to - Send me a full refund RIGHT NOW or I am leaving you a negative review.
I politely tell him that I had no issues with the zipper, the original pics in the listing shows the zipper in the down position as proof it was checked and works but I accept returns, so simply do a return on the shorts, I will give you a refund, no problem. He could have sent me pics or a video showing the zipper was stuck, but he didn't. He could have opened an INAD and got a full refund regardless...but he didn't. He wanted a full refund within the next several minutes or "you're getting a negative review...you idiot! and I'm not returning the shorts either."
I explained the return process and asked him if he wanted me to send him instructions on how to initiate a return. I got a - "I don't have a printer and I'm not using my gas to get to the post office, give me a refund now or else! Idiot!"
And he did - a very loud obnoxious one - sent me a message bragging about it and calling me by new pet name - idiot.
I filed to have it removed and reported him. Ebay sided with him ALL because he "CLAIMED" without any proof that the shorts were defective - so I get to keep the negative review.
So Ebay's new model is - buy whatever you want, claim it's defective and hold the seller's 100% over their head in exchange for a free item and a full refund.
As I type this, I'm thinking, What's the point? I get no value out of paying store fees, llc fees, state and county fees when Ebay conducts business like Craigslist and Facebook Marketplaces' red headed step child. And now with the usps craziness - I'm not seeing any benefits when this platform aides and abets dubious buyers.
mr_lincoln
Mentor2 weeks agoHi @thewearhouserevival
-Did you use the Report Buyer link on that sold item? If not do that now. Select a reason closest to the issue or until you can get a typing field and briefly explain what happened including mention of disrespectful and abusive eBay Messages. Feedback extortion can be in eBay messages too, implying Neg FB will be left if you do not do something is extortion, period.
-Wait several days after that and then use the Request removal of Feedback tool: Request to remove feedback
Do NOT try to do this all in one day.
thewearhouserevival
OP2 weeks agoAfter they read the messages and admitted over the phone that it was extortion and against policy. I recv'd an email advising me to barter with the buyer. Basically offer him a refund and the shorts in lieu of removing the negative comment? Which is what he demanded - extortion. WTF?!?!?
I think the Universe it telling me to sell off my inventory over the next 10 months and throw in the towel when my yearly is up.
inceptions
Mentor2 weeks ago@thewearhouserevival
Feedback extortion is a policy violation. Unfortunately, the extortion shows in messages, not in the actual feedback which doesn't make any demands. That might be why eBay didn't remove it.
I'm really sorry to hear you ran into a buyer like this. Personally though, I would stop selling on eBay because of one bad buyer in 15 years. If every seller did that, there were be no sellers. Everyone runs into an unreasonable buyer eventually.
Use the Report buyer option in the dropdown next to the order transaction. Also report the messages from the buyer by clicking the three dots at the top right of the message page. And lastly, add the buyer to your blocked buyer list.
inceptions
Mentor2 weeks agoHi @thewearhouserevival
Feedback extortion is a policy violation. You need to appeal the decision. Have you contacted eBay to speak with a rep?
Try going to the link below and using the contact link at the bottom-right of the page. In the chat box, type the word Agent. You may have to do this several times to receive the option for a callback. Choose the callback option so you can review the messages with the agent in addition to the negative feedback.
Next time you reply to negative feedback, leave your imagination scenario out...in addition to astrological references. They aren't relevant. A reply to feedback is your opportunity to demonstrate to potential buyers that you are calm, reasonable, and take care of issues if they arrive. Don't bash your buyers no matter how much they deserve it. Just state the facts. For example...
Full refund was offered upon return of the item or a video demonstrating the problem with the item. Buyer chose to leave feedback instead and keep the defective item rather than receive a refund.
thewearhouserevival
OP2 weeks agoI agree, I was pretty angry and should have left those last sentences out. I did report him and there is no link below on the right. I have tried to get a call back and it keeps sending me to other boxes of pre canned answers to common issues.
inceptions
Mentor2 weeks ago@thewearhouserevival
Sorry, I failed to post the link. It's...
https://www.ebay.com/help/policies/feedback-policies/feedback-manipulation-policy?id=4231
thewearhouserevival
OP2 weeks agoI did get through for a call back, it didn't ring. A 1-800 number popped up for 1/2 second then vanished.