Buyer demanding email address be included with item

[venutian01]

Hello,

Sorry to be a burden, but it's always the one of, first time issues that give me pause. 

Just got this in payment notes from a buyer:

Buyer: "Thank you for accepting my Best Offer! I would appreciate your shipping this mouse in a cardboard box with padding to protect it from the rigors of the postal system. Please do not include any batteries. PayPal and eBay no longer include the seller's email address with their routine messages after a sale. Please include your email address inside the package. Your consideration is appreciated."

Item in question was a small wireless computer mouse, sold for $7. I have no issues with their packaging requests, but their demand for an email address is unacceptable. This person likes to leave a lot of "positive negatives" for sellers, but that's its own issue. I called Ebay, they told me not to provide this with the package, and to educate the buyer. 

I replied:

Me: "I am happy to comply with your shipping requests. I package things very well anyway, so that's not a problem. However, Ebay's member-to-member contact policy does not allow members to exchange things like an email address. If there is a problem, you may of course contact me through Ebay's messaging system."

Them: "Thanks. Just to clarify, eBay's member-to-member communications policy applies solely to those communications that occur when using their messaging system. eBay has no authority to restrict your communications with anyone when their facilities are not being used. You can include the requested email inside the package without violating any eBay policy."

I could reply again, but at this point, they're basically demanding that I provide my email address as part of the transaction process and service. There is just no valid reason for this. I'm just not sure if this falls under the abusive buyer policy.

P.S. I've already blocked them from buying anything else, for what little to no good that's going to do.

[nobody*s_perfect]

I would have just sent it. After all, as the buyer points out, until recently buyers automatically had access to this information.  And surely you don't want to aggravate a buyer who's clearly willing to leave poor feedback.  But I suppose it's too late for that now.

[dnasilver]

eBay only has rights within their system, outside of that the US Constitution affords you the right to decide if you want to include your email or not.

[biggymoe]

I wouldn't have a problem doing that.  As a matter of fact, I do it with every sale.  On my shipping slip, my email address is included.  I guess I started doing that, in hopes that the buyer would contact me directly, if there is a problem.  Would rather take care of it myself, rather than eBay get involved and cobble it up.  Has never caused a problem for me.

[wesk_36]

You said no, and in their second response they got pushy and demanding, that alone would make me uncomfortable.

They don't need your email address for anything unless they are a scammer or a spammer! They can message you any time freely.

[evry1nositswindy]

Send your email address with an error or two so it doesn't go through.

[toysaver]

I would have made up something and included the disclaimer that all contact must be within the confines of eBay messages.

[wesk_36]

I have an email that allows endless aliases and in some situations, for security reasons, I can and do create a different address that goes to my "real" email address. That way, I can see if it gets spam or unwanted stuff from the person/business that I give it to. If they use it for nefarious reasons, I simply delete that address.

[mr_lincoln]

@venutian01   I have an alternate email address for eBay and other online accounts.  That way my regular email address does not get cluttered with superfluous and spurious emails.  I check it once in a while.  Here's my issue though,   THAT email address is linked to several other accounts and giving it out nilly willy would pose a security risk I have no intention of taking and I would advise them of that fact.  I would also advise them I will be happy to cancel their purchase if that poses a problem on their end.

[venutian01]

In response to BiggyMoe.

Fair point, especially with how ebay's automated system is, but while I completely respect you, your choice, and your reason for it, it's your choice.

To no one in particular:

However, I do not wish to provide this information to this person, and with Ebay's policy change, I am not required to. The first note put me off a little, but ya know, people ask weird things sometimes. I'd just ship it and move on. It's the second response where they basically are saying "Yeah, I know you're hesitant to provide this, but go ahead and provide your email address anyway" that's bothering me.

I understand what the policy was in the past, but that isn't the policy now. They can just contact me through Ebay, and I will respond quickly, courteously, and professionally to resolve it to their satisfaction. People return items that were new/sealed in retail box, that they opened and now I have to sell it as open box, or send something back as defective when in fact it works fine, they just bought the completely wrong model receiver for their device. I eat it as a cost of doing business, and I'm positive and polite to the customer in every facet. Perhaps I get a happy positive about what an understanding seller I am, and move on.

Persisting on requesting information I am not required to provide, that's not OK with me.

I considered using an email I don't use anymore, but then this person will probably send something to it as a test (the old brown m&ms in a contract deal) and if I don't respond, then complain that I'm not responsive. So then I'd have to keep checking that thing, and that eats my time. I love the idea of using an undeliverable address, but again this person is going to test it, and then send me another message. LOL

[wpt05]

Hello @venutian01 , 

What do you mean by "positive negatives"?  If you mean a positive comment with a negative rating, this violates policy and will be removed by contacting customer service.  

In IMO, demanding your email is also a violation.  

Feedback policies | eBay 

"Feedback extortion policy

Buyers aren't allowed to use threats of negative feedback or low detailed seller ratings to get something that wasn't part of the original listings, ..."

Since your email is not part of the original listing, they cannot demand it.  We are selling items here, not information.  

I believe either argument could be made in the event you receive a negative feedback.  

Do not waste time requesting a feedback revision.  Just contact eBay customer service.  If you request the revision, the customer service representative will have their hands tied and will not be able to act until the revision process is through.  

There is absolutely no reason they would need your email address since they can message you directly through eBay messaging.  

I hope things turn out okay for you.  If not, come back to the community and start a new post for more assistance.  

Good luck!  

[chapeau-noir]

That seems pretty strange to me.  I'd probably do my usual 'nod and smile' "Thanks for your purchase!  No problem with packing - I always pack with care.  You can contact me at any time through eBay messages - I check them regularly.  All the best,

I'm no fool"

[slippinjimmy]

22 years on eBay, essentially every buyer I've ever had was given my email and telephone number.....it's right on my packing slip.

[chapeau-noir]

---

@slippinjimmy wrote:

22 years on eBay, essentially every buyer I've ever had was given my email and telephone number.....it's right on my packing slip.

---

But this seller doesn't care to do this, doesn't matter how many years you or they have been here.

ETA:  i.e., business done on eBay remains on eBay.

[venutian01]

I spoke to Ebay again, and they acknowledge that they're violating Ebay's policy by continuing to insist I provide it.  They even told me I had a right to cancel the transaction, but of course if I do that, I have no way to prevent this person from using another account to buy from me . That's throwing a match on things that don't warrant it. As far as positive negatives, exactly, they tend to frequently leave a positive (green) with a negative rating/comment. I should have used the term false positive. 

I figure I'll just ship it. It's not a $100 item. If I eat it, I eat it. If I have a problem, I'll cross that bridge and come back to the forum. I'm used to requests about packing a certain way, leaving out a packing slip if it's a gift, and all that stuff. I will tie a pink ribbon on it if they want, if I have one. I'm just not used to someone absolutely insisting on this when I don't have to, and would prefer to keep all business communications on ebay.

This whole thing has shown me I need to be more pro-active, and get a dedicated email just for ebay. In the past when I was only selling 2-3 items a week, I could get away with using my personal emails, but now that I'm dedicating much more time to this, I need to address that. It's within my ability to improve how I am going about this, and fix this oversight on my part, so that's what I will do. Use this as a learning experience to be better. 

Funny sidenote. I got a warning that html was detected and removed, and the only html that was present is that which was automatically created everytime I was typed the word ebay. HAHAHAHAHA.