Bulk, nitpicky buyer

[bigdeals.etc]

This buyer bought 25 items from me at once, which is very unusual. Average multiple item orders I get is 2-5 items.

Anyway, so this buyer files SNADs for 7 different items... so I think I just got 7 SNADs from this one buyer, which is crazy high. In the comments he wrote a super long paragraph about how each item was "damaged" and copy/pasted it into each SNAD he filed, as well as messaged it to me in ebay, as well as attached a screenshot of his long message to me in ebay and email.

I didn't read the entire paragraph as it is very repetitive. But basically many of the flaws they mention aren't even flaws... I've never had buyers complain about these items like this and I've sold thousands. I honestly believe the buyer can be OCD or something.

He is asking for replacements or a refund for the 7 items. He doesn't plan on returning the items. Of course normally I would refund upon receiving the item. And if they don't return it, simply close it out in my favor eventually. But the problem here is other 18 items they have purchased and haven't filed any returns or left feedback for. If I eventually close these 7 out in my favor, I am risking the buyer retaliate by filing 18 more SNADs or possibly receiving 18 negatives.

How would you handle this?

[ads*and*ends]

Hello Monday. 

What flaws do they mention?

[nmemoryof]

YIKES!

So he flat out said he doesn't plan on returning the items?  He is not entitled to a refund without a return.  Is there any expectation that he would be satisfied with your replacements? If so, maybe that's the best route.   If not, then you really have two choices:  Let him force you to give him money or offer the return route and risk more SNADS, etc.

I don't know the money involved.  I think I'd take the returns, which you have to do.  I might even actually call eBay on this one and ask them what to do.  That will help if you end up getting retaliation SNADs on the other items.

[extrememobility]

tell the buyer you must get the items back! buyer is just looking to get free stuff!

[slippinjimmy]

I would provide a return shipping label for the 7 "defects" and refund or replacement as the chosen by the buyer once received.

I honestly believe the buyer can be OCD or something

Probably, I've know quite a few.

[bigdeals.etc]

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@nmemoryof wrote:

YIKES!

So he flat out said he doesn't plan on returning the items?  He is not entitled to a refund without a return.  Is there any expectation that he would be satisfied with your replacements? If so, maybe that's the best route.   If not, then you really have two choices:  Let him force you to give him money or offer the return route and risk more SNADS, etc.

I don't know the money involved.  I think I'd take the returns, which you have to do.  I might even actually call eBay on this one and ask them what to do.  That will help if you end up getting retaliation SNADs on the other items.

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Oh yea, I forgot to mention that I know there's no way this buyer would be happy with replacements. He mentions on alot of them how the color is a little off in the shade shown in the photos... a complaint that I've never gotten. I have no idea what shade he sees (monitor settings). So sending replacements is out of the question. I've already BBLed this buyer... sadly not because he's being malicious... but rather overly picky.

[tunicaslot]

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@bigdeals.etc wrote:

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@nmemoryof wrote:

YIKES!

So he flat out said he doesn't plan on returning the items?  He is not entitled to a refund without a return.  Is there any expectation that he would be satisfied with your replacements? If so, maybe that's the best route.   If not, then you really have two choices:  Let him force you to give him money or offer the return route and risk more SNADS, etc.

I don't know the money involved.  I think I'd take the returns, which you have to do.  I might even actually call eBay on this one and ask them what to do.  That will help if you end up getting retaliation SNADs on the other items.

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Oh yea, I forgot to mention that I know there's no way this buyer would be happy with replacements. He mentions on alot of them how the color is a little off in the shade shown in the photos... a complaint that I've never gotten. I have no idea what shade he sees (monitor settings). So sending replacements is out of the question. I've already BBLed this buyer... sadly not because he's being malicious... but rather overly picky.

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Quick question big - why do you have the fidget spinners listed under developmental baby toys? May want to change your category there.

I was searching to see what the buyer may have bought that they seem to have so many problems with when I noticed those.

[bigdeals.etc]

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@tunicaslot wrote:

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Quick question big - why do you have the fidget spinners listed under developmental baby toys? May want to change your category there.

I was searching to see what the buyer may have bought that they seem to have so many problems with when I noticed those.

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Thanks for the notice. Before these spinners were popular, they were advertised to me as child development toys. I'm sure that has stopped being the case for awhile now. I'll remove them. Thanks again for the heads up.

[nmemoryof]

If it is related to his favorite sports team or something like that, you may be OK.  He just wants it to go with other stuff and as long as you look at the team's official stuff and compare, you may be fine sending replacements.

OTOH, you hate to run off a bulk buyer.  OTOH, who needs bulk buyers like that.

[bigdeals.etc]

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@nmemoryof wrote:

If it is related to his favorite sports team or something like that, you may be OK.  He just wants it to go with other stuff and as long as you look at the team's official stuff and compare, you may be fine sending replacements.

OTOH, you hate to run off a bulk buyer.  OTOH, who needs bulk buyers like that.

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It's not sports related. And yes, I know how sports fans can be very particular.

[maltzhu]

IN sis that they return your items for a refund.  Anything else is just giving things away and that's not why you're here.

Your buyer has already indicated they will not be satisfied.  Keep your response calm factual and insist on those items found to be unsatisfactory being returned to you.  Keep all emails and establish a "paper trail."  

The free returns/ free merch has created problems that nobody needs.

[myjunqueyourtreasure]

Buyer's OCD aside, one problem I can see rearing it's ugly head is that I've seen reports of sellers getting hit for FULL refunds on partial SNADs. In fact I'm not sure ebay's system is even set up to be able to handle a partial return for refund.

Maybe, as you have concierge, it might pay to run possible scenarios past them before you decide anything? Also can't hurt to have this transaction on their radar should the buyer decide to go whole hog on you over the other 18.

eta: and how would I handle it? Going to bed and pulling the covers over my head seems reasonable (either that or run shrieking from the room).

[baantiques]

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@bigdeals.etc wrote:

This buyer bought 25 items from me at once, which is very unusual. Average multiple item orders I get is 2-5 items.

Anyway, so this buyer files SNADs for 7 different items... so I think I just got 7 SNADs from this one buyer, which is crazy high. In the comments he wrote a super long paragraph about how each item was "damaged" and copy/pasted it into each SNAD he filed, as well as messaged it to me in ebay, as well as attached a screenshot of his long message to me in ebay and email.

I didn't read the entire paragraph as it is very repetitive. But basically many of the flaws they mention aren't even flaws... I've never had buyers complain about these items like this and I've sold thousands. I honestly believe the buyer can be OCD or something.

He is asking for replacements or a refund for the 7 items. He doesn't plan on returning the items. Of course normally I would refund upon receiving the item. And if they don't return it, simply close it out in my favor eventually. But the problem here is other 18 items they have purchased and haven't filed any returns or left feedback for. If I eventually close these 7 out in my favor, I am risking the buyer retaliate by filing 18 more SNADs or possibly receiving 18 negatives.

How would you handle this?

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"I'm sorry you were not satisfied with the items.  Please return for refund"

He will either request a return, or he will disappear.  If he requests a return, wait the 5 business days for him to ship and if he doesn't, call CS and have the return closed in your favor.

I once had a guy request a return, which I approved, then 3 days later he says "where's my refund?", to which I replied "as per Ebay policy, the sale will be refunded upon return of the item".  He replied he wasn't sending it until he had his refund, then he left a negative.  So, I waited the 5 days, called CS and had the return closed in my favor and the negative wiped.  Then blocked.  Done.

[coffeebean832]

You have concierge service- call them and put the transaction on their radar and ask what protections you will have if the buyer opens 18 more claims. If the flaws really aren't flaws then report the buyer for abusing their return privileges. Then tell the buyer to return for refund- don't offer replacements.

[ed8108]

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@coffeebean832 wrote:

You have concierge service- call them and put the transaction on their radar and ask what protections you will have if the buyer opens 18 more claims. If the flaws really aren't flaws then report the buyer for abusing their return privileges. Then tell the buyer to return for refund- don't offer replacements.

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The buyer got 18 items that are good,

& 7 that in this buyer's opinion are unsatisfactory.

I think there is no real evidence to support the theory that 18 claims may be forthcoming, if this buyer doesn't get the result that is being asked.

I would suggest to dispose of this matter, sending the buyer a return label for the 7 & also include buyer into the blocked buyer list.