Buyer broke item, demanded a refund AND to keep the item, refuses to use return label

[eandyandjenni]

My buyer on a wooden box broke the item (claims it was broken in transit but there isn't any way for that to have happened) and demanded a refund AND to keep the item.  I told him I was happy to refund him but he would need to return it, and generated a return label for him.  He messaged me this morning stating that he doesn't have a computer to print out the return label so I'll need to send him the money to return it.  I can't get ebay customer service on the chat assistant.  Anyone have any advice?

[jonathanbrightlight]

It's the customer's responsibility to find a way to print the label (IIRC they get a QR code they can take to the post office as well, or at least have that option, though it may depend on how the label is generated), not yours.  You did your part.  You can just wait him out, if he doesn't send anything back, no refund.

[chevymontecarlo88]

Just encourage him to go through the eBay return request process (sounds like they have started it, and you issued a label) and stay on topic and be professional/polite. 

Always keep within the eBay MBG guidelines. 

[eandyandjenni]

Thanks for your time, Jonathan.  Am I required to respond to his message or do I just wait it out and hope the deadline passes for the return to be detected by eBay since I've generated the label?  I should mention he's a seller himself (sold over 100 items in the last year) so I'm not sure how he manages that without a computer.

[eandyandjenni]

Thank you for your reply, Chevy.  So do you mean just reply and say "I have generated a return label according to the ebay return process.  Please follow the process."  ?

[eandyandjenni]

Update:  I just received this message: "Listen dude, there is no damage to the outside of the package which would indicate damage during shipping. So it is very obvious that you packed it damaged. You are a dishonest seller and again there is no damage to the outside of package and I will send you pictures when I get home from work today. Don't act like you didn't pack it up broken."  

This is pretty upsetting since it's clear he pulled it apart himself.  We spent a lot of time getting that box cleaned up for the pictures and making sure it was packed well.  I know that box inside and out and it was not broken.  He had to have actually expended some effort to break it the way he did.  Not sure how to respond here.

[kalyoth]

You don't respond to it. Your complete requirement was to provide a label to return the item. Buyer is being aggressive. Don't let it get to you. Whole point of the process is to use it & let it play out. Real buyers with issues will have returned the product within 72 hours of label receipt.

[1786davycrockett]

@eandyandjenni 

Do not lower yourself to his level -- you sent him a return label, and it is the buyer's responsibility to return the item, if the buyer wants a refund.

No return = no refund.

Don't allow yourself to be baited.

[nobody*s_perfect]

---

@eandyandjenni wrote:

Update:  I just received this message: "Listen dude,... You are a dishonest seller and again there is no damage to the outside of package and I will send you pictures when I get home from work today. Don't act like you didn't pack it up broken."  

...  Not sure how to respond here.

---

I agree with kalyoth: There is no point in replying at all.

Your buyer is so unreasonable (refund AND keep the item?!), aggravated, and hostile, it's likely that any further communication from you would just escalate the situation no matter how diplomatic you try to be. You don't need pictures, you need to get that box back before you'll issue the refund -- that's how the process works.  So I advise that you keep quiet and wait it out. Why on earth would you have shipped the box if it was already broken?

[fashunu4eeuh]

Dear Buyer,

I regret i cannot accommodate your request. Please use the label to return your item for a full refund. 
Sincerely, Your Seller

Hi @eandyandjenni 

I would not say that i know he can print out the label. That would simply antagonize an already uncooperative buyer. Instead, just keep it short and sweet. Good luck.

[eandyandjenni]

He has already left me negative feedback.  "It arrived broken and there was no damage to outside of package to indicate damage during shipping,so seller knew it was broken and mailed it that way. A dishonest seller and I do not recommend this seller as I will not buy from again. Beware of this dishonest seller"

[fern*wood]

Unfortunately this buyer left bad feedback to up the pressure.

[chevymontecarlo88]

---

@eandyandjenni wrote:

Update:  I just received this message: "Listen dude, there is no damage to the outside of the package which would indicate damage during shipping. So it is very obvious that you packed it damaged. You are a dishonest seller and again there is no damage to the outside of package and I will send you pictures when I get home from work today. Don't act like you didn't pack it up broken."  

This is pretty upsetting since it's clear he pulled it apart himself.  We spent a lot of time getting that box cleaned up for the pictures and making sure it was packed well.  I know that box inside and out and it was not broken.  He had to have actually expended some effort to break it the way he did.  Not sure how to respond here.

---

Don't take the bait. Don't argue or dispute what they are saying. Some would not respond but i would. 

Respond politely, apologize for the inconvenience. Short and sweet.

example.

"Sorry for the inconvenience, please use the label provided within the return request to get a full refund".

After that i would not respond to every message they send and wait it out. If they leave you negative feedback, do not respond to it until the issue is resolved. (refund or refund timed out) But before you do respond to the negative feedback, i would contact the eBay Facebook group to see if they can have it removed.

Just keep it professional and simple. 

[kalyoth]

Once the process of the claim concludes, you can then request ebay look into the feedback. When feedback deviates from the factual, into the emotional - it opens itself up for removal.

[broto_64]

---

@eandyandjenni wrote:

Thanks for your time, Jonathan.  Am I required to respond to his message or do I just wait it out and hope the deadline passes for the return to be detected by eBay since I've generated the label?  I should mention he's a seller himself (sold over 100 items in the last year) so I'm not sure how he manages that without a computer.

---

You are NOT obligated to respond however I usually will rinse and repeat the "please return the item for a full refund" mantra, keep in mind I do catch negative feedback when buyers like yours run across me but I'm past the point of refunding without a return. And in the past I've gone on a long rant in a reply and that finally got them motivated but today I'm no longer willing to do that, if they don't want to make the right choices that is entirely up to them: I am happy to hang on to their money, save myself the cost of return shipping and if they want to leave negative feedback that's just dandy with me as well.

Don't forget to reply to the negative with "I am so sorry we couldn't work things out, however our store manager insists the product must be returned for me to issue a refund. I understand you can not print the label on your end however my hands are tied by our store's policy, please know that if you can find a way to return the product even now we can still issue the refund up to 30 days after you originally received it. Thank you and have a great day!"