eBay

madchenmarketplace · ‎04-09-2021

I sold a pair of drugstore brand mascaras to a buyer, shipped out the next day. This morning I received a message saying that "your product" made her eyelashes "look stupid." Then another message stating she wanted a refund. I replied that I was sorry she was unhappy with the products and I would accept a return for a refund on any unused product. She said "they" were both used (remember there are 2 mascaras). I replied, okay, I'll accept a return for the unused one and issue a partial refund.

She replies that both were opened because one was for her sibling. At this point I'm very wary so I look at her feedback left and there are AT LEAST 2 dozen negatives for sellers from the past couple years. Great.

I emailed her back and said I could only accept unused product for refund. She replied that she would just have to leave me a negative review then. I asked her to clarify if she was leaving me a negative review because I wouldn't give her a refund? She replied and said no, it's because my product is trash.

I'm a reseller, I have very small margins but mostly it's just the principal of the matter. Yeah I could refund her the money (less than $20) but it's not right. I'm just waiting for the negative feedback to come...do I have any hope of removing it?

ETA: I read the few positive reviews she had left for others and they are almost all "gave me a full refund." Ugh.

1tuna · ‎04-09-2021

you are a TRS and cant get a negative with a return

have them file a return and you should be immune

Germantown proud Germantown strong
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chapeau-noir · ‎04-09-2021

Well, there's the decision here - do you take the neg (which won't materially hurt you with your great record) or give into what seems like a well-practiced bullying scheme so her 'sibling' and herself can continue to get free makeup? If you feel that the neg would truly hurt your account, that's really what you need to protect.

“The illegal we do immediately, the unconstitutional takes a little longer.” - Henry Kissinger

"Do not obey in advance." Timothy Snyder "On Tyranny"

jonathankirkland · ‎04-09-2021

Report this buyer immediately for feedback extortion. Sounds like she's a pro at it. I hope 'trash' like her gets banned from polluting ebay...

aproudparent2010 · ‎04-09-2021

@1tuna wrote:
you are a TRS and cant get a negative with a return

have them file a return and you should be immune

I'm a top rated seller and yes you can get a negative with a return.

Anonymous · ‎04-09-2021

Seller is a TRS WITH free 30 day returns so I'm with @1tuna here...

A negative feedback CAN be left on the buyers side but it will never see the light of day.

jonathankirkland · ‎04-09-2021

@1tuna wrote:
you are a TRS and cant get a negative with a return

have them file a return and you should be immune

Yes and I bet money she will go away and not even do the return.

And she'll probably go call ebay and cry for hours on the phone to them how it's not fair that she can't leave a negative feedback.

madchenmarketplace · ‎04-09-2021

I would hope it wouldn't hurt my record since as you said, my feedback is overall really good but I still hate seeing that one ugly red circle, you know? I def don't want to give in to her demands cause she does this A LOT and I wish there was a way to stop her nonsense and warn other sellers (I really wish we could post names here so everyone could read her feedback - it's wild!). It just sucks.

gjs_16 · ‎04-09-2021

I suspect the resulting looks might not be the mascara's fault.

emerald_door · ‎04-09-2021

Unless things have changed (and we know that things change frequently on eBay) TRS who offer 30 day returns can give partial refunds for items that are returned in a different condition. I would tell her to open a return request for "didn't like" and return it for a refund. Then you can give a partial refund.

If she opens a return for Not As Described, the partial refund won't be an option, but she might not do that if she's done it too many times. In any case, you should report her to eBay.

chapeau-noir · ‎04-09-2021

@madchenmarketplace wrote:
I would hope it wouldn't hurt my record since as you said, my feedback is overall really good but I still hate seeing that one ugly red circle, you know? I def don't want to give in to her demands cause she does this A LOT and I wish there was a way to stop her nonsense and warn other sellers (I really wish we could post names here so everyone could read her feedback - it's wild!). It just sucks.

The Red Donut is a bummer, but it'll get buried by the green donuts, but again, it's up to you, I'm just saying to weigh the pros and cons. She might still smack you with one if you tell her to return.

“The illegal we do immediately, the unconstitutional takes a little longer.” - Henry Kissinger

"Do not obey in advance." Timothy Snyder "On Tyranny"

fab_finds4u · ‎04-09-2021

From the 2019 Fall Seller Update. "Top rated sellers can deduct up to 50% of the refund to recover the decreased value of the item. if there are any issues with buyers that may negatively impact you, we'll take care of them by removing any negative and neutral feedback, defects, and open cases in service metrics."

fab_finds4u · ‎04-09-2021

In otherwords stop negotiating the refund. Accept the return ASAP before eBay steps in and refunds and lets them keep them. They'll do that if you don't resolve it. RESOLVING is telling them to return it for a refund or to refund.

fern*wood · ‎04-09-2021

Just reply to return for a refund. You offer free returns so the reason doesn't matter. You will be permitted to refund a partial amount if they are returned in a different condition than sent and have some protections for being a TRS.