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Seller gets nasty emails from buyer
I’m really frustrated with eBay right now. I shipped a pair of shoes that got scuffed in transit, and the buyer sent an extremely vile bordeline abusive message. I stayed professional and offered a full return and refund, which they refused. Instead, they kept berating me and threatening a negative review—which they eventually posted.
I appealed to eBay to remove it since I offered a reasonable resolution and a full return and refund, but they denied it. I have all positive reviews except this one and one other negative one where the buyer tried to message me about a flaw, but due to an eBay system issue I never received the message thus couldn’t resolve it. Had I known about the message, I would’ve accepted a return and refunded the order immediately. I always try to resolve issues quickly, but without receiving the message, I never had the chance—and now it’s too late.
It feels like eBay stacks the odds against sellers, even when we offer a full return and refund.
inceptions
Mentor5 months agoHi @nadialees
Both of your buyers were justified in being unhappy with their experiences. However at this point, these situations can provide a learning opportunity to avoid future problems.
The shoes appear to have been scuffed in transit.
This was not a transit problem, but a packaging problem. Had the shoes been individually wrapped in tissue or paper with enough padding around them to keep them from sliding around in the box, this would not have happened. The buyer was unhappy due to a lack of care in packaging.
I would have been happy to offer a return and full refund to resolve this.
It sounds like you are saying that since feedback has already been left, you won't take care of the problem. The flaws on the item should have been disclosed in the listing and photographed. By advising this buyer that she could return the item for a full refund, perhaps she would have been willing to revise the feedback after you took care of the problem.
glorybells
·5 months agoYour response to the feedback was well done and professional.
The last negative feedback I got was because the buyer didn’t like the color of the dress when she received it and saw it in person. I offered a full refund upon return, she said that was too much trouble, then left me a negative. I posted a similar response to what you did. I had to resign myself to accepting I had done all I could, and waiting for her feedback to roll off in 12 months.
(I’m a rideshare driver, and once got a negative feedback for “poor road conditions”. I think some people aren’t happy unless they’re complaining about something).