Apparently partial refund extortion is no longer reason enough to get negative feedback removed

[westchestervillage]

Buyer bought a stamped envelope, sold as described at a best offer deal of $10.

He got it, then someone from a different account sends us a message on that item talking about our prices, not the buyer but a different account, demanding why we are pricing our items the way we are. We think its the same buyer with 2 accounts and forgot to switch his accounts.

Then the actual buyer with (0) feedback (new buyer) sends us a message, now mind you, we have a 30 day return policy, we pay for return shipping, all he has to do is return it. No he states in a private message "You failed to mention that it is completely ripped open on the side of the envelope anywhere in your post. I feel like that’s a disservice, and I should at least get a partial refund for the disingenuous sale or else."

There is no tear anywhere we can see on the item. So we responded to him right away, the whole thing was a $10 sale. That we can give him a full refund if he just opens a return or we can give him a 50% partial refund ($5) and keep the item and we also asked for a picture of the damage he is talking about so we can understand what happened. We check all the items and we would notice rips or tears, its kinda crazy. 

Message sent. He never replied.

Then we get a negative feedback stating that "They lied about the condition of the item, and failed to mention tears in the product - i’ve contacted them and they have since never replied back. "

Just a bunch of lies. There are no tears, we would disclose that for sure, the image is what he got. He states he contacted us and we did respond to him right away within 2 hours of his message.

We asked customer support if our message was recieved by him and they said yes it was sent and received.

I then asked CS to remove the feedback based on the 'partial refund or else' message he sent us initially and they said "Unfortunately we won’t be able to remove this comment because it doesn’t violate any of our feedback policies"

Talked to a CS rep supervisor and took our concern but can't promise anything, that we should get a response in 7 days, lol.

Then you see this buyer and he's a new buyer already left 2 negative feedbacks to 2 sellers.

Just awful.

So in the end, I guess we can all start asking for a partial refund and then if we don't get it, its OK to leave a negative. You all can use our case as an example moving forward. Apparently, partial refund extortion is back on the menu folks!

[heckofagame]

If they don't want to return it, then they are just trying to get something for free. Ignore them until they open a claim. 

[lakefor94]

Use the eBay for Business on Facebook to get the feedback removed.

State the exact eBay feedback policy the buyer violated.

State exactly what the buyer said in messages as the rep will check the message.

https://www.facebook.com/eBayForBusiness/  Message button in upper right on landing page

[soh.maryl]

Was going to suggest a calm and reasonable reply, but I see you already responded.

This was a situation where, I regret to say, you made yourself look not so great.  Name calling, as much as you feel it's deserved, is never a good idea.  

[westchestervillage]

Yea its weird, we blocked them when they sent that partial refund request, but we still allow messages from people that are blocked and Im sure transactional messages still go thru about the sale.

Apparently the buyer finally responded stating that he did send us a message with 2 photos but we never got this message at all. So I don't know if this site blocked his message and this lead to the negative feedback or he is lying that he sent this message. Trying to get an answer from this site about this message he states he sent.

I just don't understand how this site doesn't see his messages as extortion attempts and doesn't remove the feedback automatically. Like a new buyer with 0 feedback has more power than a seasoned Top Rated Plus seller of many years.

Then you see the buyer's feedback left for others and its 2 negatives already.

Makes no sense. This site doesn't take responsibility when they glitch but I do think deep down this buyer is lying about the last message. 

Either way we did offer a partial refund $5 or a full refund of $10, we even pay for return shipping. He just wanted to keep the item and get a discount but even the proof of his own words via messages that this site can also read is not enough proof to prove extortion. Go figure. 

[buyselljack2016]

Not sure if "or else" goes far enough for eBay to accept it as "extortion"

[westchestervillage]

Thanks, will try that avenue. Appreciate it.

[westchestervillage]

True. You are right. Oh well. I did try to get this removed thru the proper channels as its cut and dry but this site let me down and didn't care at that point. lol But you are still correct on your advice.

[vintagecraze50]

The fact that you offered a full refund AND gave into this buyer by allowing a partial, WHICH I NEVER DO WITH THESE PEOPLE. The partial seekers are scammers period. They try to get more bang for their buck by making up all kinds of nonsense about the item in the hopes you will cave and  give them back cash and let them keep the item. You did everything right here with this buyer and the feedback should be removed in my estimation. Keep trying to get it removed by contacting Ebay on facebook.

[chapeau-noir]

You can turn these situations to your favour by demonstrating to future buyers your professionalism and good CS.

[12345jamesstamps]

I have to tell you stamp collectors can be so picky about condition. I am actually looking at photo and left side near the bottom and it does look like a tiny tear on side of envelope. Again, buyers are so picky about condition.

The feedback which you left wasn't very cool. The buyer can actually get that removed due to certain words that were used in that feedback. Plus everyone can read that feedback. I would have not left any feedback.

You can contact buyer in the 30 day limit to ask for it to be removed after giving a refund. It's just a thought.

After 30 days nothing can be done by the buyer.

[traditonalproducts]

I would "or else" would violate the policy in my opinion. Maybe it does not based on utilizing a different account. Interesting situation.

[vintagecraze50]

This is one of the few places where people can buy stufF and then try to extort money back and keep merchandise. You go to any store, buy on Amazon, walmart.com blah and blah anywhere and you return the merch for a full refund, you do not get money off and keep merchandise after the sale in most cases ANYWHERE ON THE PLANET.

[vintagecraze50]

NO IT’S NOT ON THE MENU. You need to contact ebay and go over all the specifics of this case and get the neg removed.

[buyselljack2016]

"or else" I will be unhappy

"or else" I do not know what I will do

I understand what the buyer meant, but it may not be spelled out enough to be removable by eBay standards.