Bad feedback crazyness and eBays lack of help

[funkocollectables]

I sold a new bottle of cologne for about $16.00
The buyer received the item on the 18th and emailed me.

He said it was bad and he threw it in the trash and I needed to give him a full refund ASAP.

I have a no return policy (We know thats a joke) but I said send it back and Id refund it.

He said it was thrown away and to give him the refund. Keep in mind this all happened within an hour of him receiving it. He also mentioned if I didnt do this I would get bad feedback. So basically blackmailing me using the feedback system. I said only if he sent it back and he did as he said and left back feedback. I used the feedback feature to report the buyer and explained that he claimed to have thrown it away and wanted a full refund. Ebays response was to except a return. Its like they dont even read our emails. The buyer was unwilling to return the item.
Here is his email (All through the eBay email system). To me it sounds like blackmail. Also the tone was super aggressive for a first email. 

First email from buyer: This cologne was not new without box, it smelled terrible, it was old, you don't check you're products at all! This went in the trash where it belonged, I will not leave you good feedback, I want a complete refund asap

My response: The item was new from a gift pack but removed and sold. We don't offer refund especially for not liking the smell but if you want to send it back, we will refund it.

The buyers response to my response and our last interaction: It's in the garbage where it belongs. I will not leave you good feedback, you need to check what you sell to customers!

This item is English Leather so its not something I personally like and it's a strong musky smell. We only got it because it came with a cool item in the gift box. So I opened the box, sold the item I didnt want.

So am I wrong for asking for the item to be returned if they wanted a refund and should eBay allow buyers to force sellers into refunds?

Ive been a seller on eBay for 25 years and my account does not have these issue and never has. This account is my wifes and is newer with lower feedback so I wonder if the buyer assumed this was a person new to eBay who he could bully.

Any thoughts?

[fm2000]

If there was legitimately something wrong with the item, an honest (and sane) buyer would simply open an INAD, return the item back to you at your expense, and get his refund. He is fishing for a refund and to keep the item. If he actually threw the item out, he doesn't have it, can't return it and can't get a refund. If he really wants the item, but doesn't actually want to return it, he will keep it and not get a refund. Refuse a return, eBay will give him his money back and he will keep the item, guaranteed.

Never argue with a buyer about a return. Accept the return, or full refund without return. Anything else guarantees lots of drama, and a guaranteed loss for the seller.

Tell him to open and INAD case and return the item, and when you receive it he will get a refund. Do not communicate with him further, and put him on your BBL. If he leaves negative feedback, eBay will remove it, since what he did was "feedback extortion".

[tobaccocardyahoo]

There are so many fake scents being sold, that unless I purchased this cologne from its authorized wholesale distributor, I would not question the buyer's honesty.

But I do not sell perfumes and colognes. And will not because I have no interest in purchasing from an authorized wholesale distributor.

[mam98031]

I sold fragrances for several years.  All new, sealed bottles.  

From what you described, the buyer was clearly trying to get something for free.  You did what you should have done and offered a full refund with the return of the item.  You buyer clearly did not want to do that.  Usually because they want the item and their money too.

I get why you are upset, I really do.  Your buyer is way out of line.  I also think you can improve your listings.  This particular listing had almost zero description.  I also caution you that when purchasing fragrances for resale, it is really important to know how those fragrances were stored.  Too much heat or light can destroy a good fragrance and sour them.  I keep my personal fragrances in a closet or closed cabinet.  As long as it doesn't get too hot in there.

You should take a look at this buyer's feedback page and specifically look at their Feedback Left for Others.  Do you see them doing stuff like this to other sellers?  If you do, that is then moving into feedback abuse.

Gather your information.  Then contact Ebay again when you are able to stay polite and professional.  Remember the person you are chatting with did not create your problem, but they may be able to help you.  So make them want to work for you.  Make sure you tell them the buyer refused to return the item for refund too and be specific and ask them to review the emails between you and the buyer.

I hope you will come back and tell us how things worked out for you.

**************************************************************************

On each Ebay page there is a link to contact Customer Service at the top of the page and again at the bottom of the page.

I would suggest that you contact Ebay for Business on Facebook, Instagram or Twitter for the better trained CSRs.

Here are your options for contacting Ebay Customer Service. Please be aware that for social media CS, you send them a Private Message and briefly explain what your problem or issue is. Feel free to leave your Name, address, phone number and/or your email address in this message. It is private and secure and it may help to speed up the response for you.

https://twitter.com/askebay

https://www.facebook.com/ebay

https://www.instagram.com/ebayforsellers/

Your options will be on the left. If you use the link below you can only get to the Automated Assistant or Chat box type AGENT in the box and hit enter. You will then get more options. Not all options are available 24/7. It will depend on staffing available. So sometimes you can request a call back and sometimes you can't. Sometimes you have the Chat option available and other times it won't me. If it is important to you to use one of those options, just try back later.

If you use a cell phone or other mobile device, you may need to turn off your Spam filter so that Ebay can call you.

If you are a seller outside of the US or Canada, you will need to use the Chat Option.

https://www.ebay.com/help/eua?id=5275&mkevt=1&mkpid

https://www.ebay.com/help/home

[gurlcat]

I'm confused by a couple things you've said:

1. The part where you say you "used the feedback feature to report the buyer" -what do you mean by that?  What exactly did you click?  Requesting a feedback revision is totally different from reporting a buyer. 

2.  Then you said eBay's response was to accept a return.  There is no mechanism for them to accept a return that the buyer didn't ask for.   What made you think there is now a return issued for this item?  Do you see a Return Details page for it?  Is there a tracking number for the return label yet? 

[gurlcat]

^This^ 'shaah' is a bot.   Ignore it  @funkocollectables .

[texasguava]

One of the issues with this current batch of eBayinc “leadership” degenerates, clowns and criminals is that they would send you to X,com or Facebook.com or instagram.com to resolve issues you have on eBay.

eBay, like X and Facebook, are corporate rot, stock price manipulation and executive compensation schemes.  Ferris Bueller was just a clown in a 1986 movie, now he’s another disgusting CEO corporate looter passing through the bowels of eBay.

[baantiques]

The only thing you needed to say to the buyer in this situation was "I'm sorry you were not satisfied with your purchase.  Please return for a full refund".  Do not respond to further messages.  

[brightlightbookseller]

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@baantiques wrote:

The only thing you needed to say to the buyer in this situation was "I'm sorry you were not satisfied with your purchase.  Please return for a full refund".  Do not respond to further messages.  

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Yes, this is good advice for any situation where a buyer is being unreasonable.  They'll get angry possibly, they may even *gasp* leave you negative feedback (sometimes you can get it removed, sometimes you just respond professionally and any future customers will see you were being reasonable), but they usually can't force you to refund them without a return, assuming you take all the correct steps.  If they never even open an Item Not As Described case or a Return request, they're out of luck.

[mam98031]

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@shaah428722 wrote:

You're not wrong for requesting the item be returned before issuing a refund, especially with your no-return policy. However, eBay often favors buyers in disputes, which is why they suggested accepting the return even though the item was thrown away. The buyer’s aggressive behavior and use of feedback for leverage can feel like blackmail, but eBay typically prioritizes buyer satisfaction. To protect yourself, document everything, escalate the case with eBay, and clarify your policies in future listings.

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@shaah428722 

Your information is incorrect.

Requesting the item be returned before refunding is simply the right thing for a seller with ANY type of return policy to do.  It has NOTHING to do with a No Return policy.  It is just the right way to handle the issue.

Ebay does NOT advise a seller to refund a buyer when a Request for Return is opened and the buyer doesn't want to return the item.  Nor will Ebay force the seller to refund the buyer.

The buyer did NOT file a Request for Return because they said they threw the item away and will not be returning it, they just want the refund, to which the seller is NOT required to do nor will Ebay force the seller to do that.

[duffy4444]

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@texasguava wrote:

One of the issues with this current batch of eBayinc “leadership” degenerates, clowns and criminals is that they would send you to X,com or Facebook.com or instagram.com to resolve issues you have on eBay.

eBay, like X and Facebook, are corporate rot, stock price manipulation and executive compensation schemes.  Ferris Bueller was just a clown in a 1986 movie, now he’s another disgusting CEO corporate looter passing through the bowels of eBay.

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   Posts like ^this^, dripping with bitterness and with only an ax to grind, occasionally come up and only display an attempt to garner adolescent attention.

   Ignore such tantrum outbursts. They're neither harmful nor helpful to anything or anyone except the one seeking childish attention.

Cheers, Duffy

[stainlessenginecovers]

I'm pretty sure you can't walk into Kohls and tell them the 'cologne was rotten and I threw it way so give me my money!!'

The clerk would REALLY have to fight back laughing in their face. 

[inhawaii]

"I've been a seller on eBay for 25 years (This is my wife's account) and there are rules. One rule is if a refund is given you have to return the item."

You are incorrect.

Once you refund the buyer, the return is CLOSED.

The buyer DOES NOT have to send the item back.

Proper protocol is....

The buyer returns the item first, then the seller issues a refund.

[gurlcat]

Yikes, I didn't realize they had worded it that way.  HOPEFULLY they don't actually think you can give a refund and expect a return afterward.  But I'm starting to get the sense this will be another case of an OP going MIA and never returning to answer questions, clarify anything they said, or provide an update. 

(Usually whenever I write this^ it causes the OP to return, like magic.  Fingers crossed it'll work again). 😁

[gurlcat]

@funkocollectables  Hel-LOOOOO????