Any way to avoid negative feedback if you've done everything possible to help an unhappy buyer?

[pressbox24]

I've been selling on eBay for 23 years and have maintained a 100% feedback rating. I'm in the middle of a crazy situation, and I get the feeling my perfect rating isn't going to last much longer. A guy purchased something from me, and I included the exact measurements in the description. Clearly he did not read the description because when it arrived he asked for a refund because it wasn't the size he "thought it was." Even though this was clearly his error, I refunded his money anyway. Obviously, I want the item back, but instead of going through the proper eBay return process, he spent $23 to mail it back (three times what it cost me to mail it to him in the first place). Now, of course, he wants a refund for that too. Is there anything I can do? I feel like it was his bad TWICE!  He caused this entire problem himself. Any way to avoid negative feedback? I'm a very easy going person; I seriously don't know what else I'm supposed to do for the guy. Help! Thanks in advance.

[teltuooutlet]

Unfortunately there is no way of knowing. If you are courteous and do not overstep saying anything nasty to him, then depending on what he says in his negative feedback comment you can try to have it removed. He did not go through the proper channels for the return. In my opinion, you also do not owe him the $23 he decided to pay to return it.

If he does leave a negative, you can also post a reply which simply states that you did everything you could to appease the buyer. 1 negative is not going to deter future buyers.

[coastaltechsolution]

no

[monster-deals]

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@pressbox24 wrote:

I've been selling on eBay for 23 years and have maintained a 100% feedback rating. I'm in the middle of a crazy situation, and I get the feeling my perfect rating isn't going to last much longer. A guy purchased something from me, and I included the exact measurements in the description. Clearly he did not read the description because when it arrived he asked for a refund because it wasn't the size he "thought it was." Even though this was clearly his error, I refunded his money anyway. Obviously, I want the item back, but instead of going through the proper eBay return process, he spent $23 to mail it back (three times what it cost me to mail it to him in the first place). Now, of course, he wants a refund for that too. Is there anything I can do? I feel like it was his bad TWICE!  He caused this entire problem himself. Any way to avoid negative feedback? I'm a very easy going person; I seriously don't know what else I'm supposed to do for the guy. Help! Thanks in advance.

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...but let's back up a second....you already refunded them? You are lucky to ever see the item again....your buyer had no access to a label if you closed the return by refunding.

[popblox]

Hi, the first thing you definitely want to do is report the buyer, I would use the reasons "Buyer demanded something that was not offered in my listing", then "Requested a shipping service I don't offer or to ship to an address other than what eBay provided".  

https://www.ebay.com/help/selling/resolving-buyer-issues/reporting-issue-buyer?id=4084

Next, make sure and add the buyer to your blocked buyer list. As for dealing with them directly on the return, I would just remain as professional as possible, you could say something like "I'm sorry, but eBay has specific policies that we have to follow and I won't be able to offer you services outside of that". 

They got impatient and decided to do it their way, but you don't have a financial obligation to fund their bad decision. Make that as clear as possible (while still being polite). Based on everything you've said, you have a pretty good chance of getting a neg removed if it comes to that, but just remember eBay will monitor how you handled the situation.

[bearswatching]

Of course you don’t have to pay him the $23 he foolishly spent going outside the proper return channel. If/when he leaves a negative just respond factually. Be brief, no need to write a novel. Lol It is highly unlikely his neg would deter anyone from buying from you.

[luckythewinner]

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@pressbox24 wrote:

Even though this was clearly his error, I refunded his money anyway. Obviously, I want the item back, but instead of going through the proper eBay return process, he spent $23 to mail it back (three times what it cost me to mail it to him in the first place). 

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This part has me confused. 

Can you explain exactly what happened? 

Did he open an eBay return or an eBay dispute?

Was the refund a resolution to an eBay return or an eBay dispute?

[baantiques]

I say give him a refund for the item, but not the shipping.  You're probably going to get a negative no matter what, but the good news is it doesn't really matter.  

[caldreamer]

You should have told customer to open "does not fit" return (that way BUYER is responsible for all shipping).   SELLERS are never responsible "for any shipping costs" when customer orders wrong size.

I would not let customer "hold you hostage" over possible bad feedback.

[justafemster]

If you get a neg, you get a neg, it doesn't mess with your metrics anymore.

Truth is, there's some crazy humans out here.  

Don't refund him what he paid for shipping.  If he had used the proper reason and wanted to return it though ebay, he would have had to return at his own expense.  Lucky for you, he didn't use "item not as described" and made you pay for the return shipping.

You're actually lucky he returned anything at all, if you had refunded him before he returned. 

His fault and you still get blamed, ARGGG! 

[bearswatching]

Your post is a little confusing. Are you saying you actually paid him the $23 he way overspent to return the item?

[katzrul15]

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@bearswatching wrote:

Your post is a little confusing. Are you saying you actually paid him the $23 he way overspent to return the item?

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Wondered this also - a little hard to discern from the OP?

[coolections]

It sounds like the OP refunded the buyer and got the item back. The buyer is now wanting reimbursement of  $23 for the cost of shipping. OP the only way to not get a negative is to give the buyer the $23. Once once you get the negative, if you keep the messages, Ebay may remove it.

[femmefan1946]

Nothing will make him happier.

EBay does not use feedback to assess customer accounts. A few members read it, but most seem perfectly happy to buy from 95% big box sellers, so I doubt a single FB will make any difference.

You have the item-- he has the money.

You did not ask him for a return or pay for it. His choice. It is now a gift to you.

Block him. If you can Block communication from him.

And any other messages, emails, or contacts? When you see his name, delete without reading.

DELETE! DELETE! DELETE!

[femmefan1946]

@coolections 

There is no guarantee that the (nutbar) buyer will not leave negative feedback, whether he gets his unwarranted refund on shipping or not.