Buyer extortion

[foreverauthentic]

Sold a laptop just over two weeks ago. Buyer receives item and does not leave feedback. Contacts me last night stating screen has a scratch/smudge on it (it does not and screen was pictured clean).  He opens a return and demands $100 for repairs.  I accept the return and he tells me if I dont give him $100 he will leave bad feedback. I tell him return the item in the condition received and I will refund him as I have photos documenting the condition. He closes the return and leaves negative feedback.  I immediately appeal the negative feedback and EBAY declines to remove it. I am about to close my account when ebay will allow this type of buyer extortion. Its just not worth dealing with it. Anything I can do?

[mr_lincoln]

HI @foreverauthentic 

If you have eBay messages where he threatens to leave Negative FB if you don't refund him the money then that is Feedback Extortion and eBay should remove it without question.  

On this eBay help page eBay CLEARLY states they remove FB if one party is trying to extort another member: Feedback policy | eBay

My understanding is a lot of the FB processing has been switched to computers the appeal process is not trustworthy.  You can try talking to eBay and have them review the FB on your transaction along with the messages where the Buyer threatened bad FB if you would not refund them money.  eBay Customer Service

[oldwestcoins]

In cases like this, I try to think like Walmart. Think of all the returns and lousy customers they get. I am sure you did, but did you give eBay CS proof of the feedback extortion as that is a no, no.  If I were you, I would just let it go and move on. I would reply to their negative feedback letting those that may read it understand the truth. Word it as if you would be reading it. I sure wouldn't let one idiot ruin it for me here.  I wish you luck!

[kenneth686321]

Have the feedback removed using the request to remove feedback link in your seller hub 

https://www.ebay.com/sellerhelp 

Cite and route relevant specific Ebay policy, (See below) Cite and quote specific eBay messages sent by the buyer and attach screen shots if possible. 

Extortion and manipulation

We remove all feedback that:

• Is used as a means to extort another member

Buyer-related transaction issues

We remove neutral/negative feedback when we can see that:

• The buyer is raising an issue that was correctly disclosed in the listing

[foreverauthentic]

I did that earlier today and in less than five mins I was "autorejected" with a generic message saying sometimes we dont like the feedback but it stands and they will not take action.  As someone said earlier it felt like the computer just rejected me.

[mr_lincoln]

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@foreverauthentic wrote:

I did that earlier today and in less than five mins I was "autorejected" with a generic message saying sometimes we dont like the feedback but it stands and they will not take action.  As someone said earlier it felt like the computer just rejected me.

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@foreverauthentic 

Yes, the eBay programming simply auto-rejected you ... that has been an issue from what I understand.  

[inhawaii]

"Please return for a full refund".

That's all you needed to do.

If he returns it, refund him

If he doesn't, no refund.

Simple.  

As far as the negative feedback, just respond to it factually without emotion, short and sweet.

Maybe something like...

"Customer declined my offer for a full refund if he returned the item."

[bonanza125]

If Ebay rejected the removal of your feedback then there is nothing you can do as far as the feedback. You were just dealing with an unreasonable buyer. The buyer did a terrible thing. Just block them and reply to the feedback with a professional accurate response.

[bgt_masters_of_tiki_d]

I just dealt with a similar scenario. Tried my best to get it removed and nothing just wasted time and lost patience. Remember a few years ago where you could call a US based customer service rep and have an actual conversation with something about concerns and issues? I miss those days. 

[slati_2013]

Don't let one jerk run you off eBay. If you fail to get the feedback removed, respond to the negative with the facts as you presented here. A calm, non-emotional response. Just state exactly what happened and led to the negative feedback. 

[foreverauthentic]

This will be my last year of selling on EBAY. People taking advantage and I dont want to deal with the seller is always wrong. I had a package that the post office marked out for delivery in late 2022 but never marked it as delivered. There was $500 worth of PSA cards in the package. It was insured. Buyer claimed he never received and I filed a claim with the post office, the post office said it was delivered but not updated in their system so they would not pay the claim. Ebay refunded the buyer. To add insult to injury, the buyer relisted some of the cards he didnt get 7 months later.  I called ebay and got the usual "we know its frustrating but there was no proof the item was received". This despite the same user ID was selling that bought the cards.  EBAY has made it really difficult to do business. 

[slati_2013]

Yep. Some buyers who notice that tracking does not show delivered even though it was delivered will try to exploit the situation. I was a victim of that myself. I think this has to be impressed on the USPS that updated tracking is a very important part of using their services. It should cost the USPS every time a situation like this arise; insured package, delivered but tracking not updated. If it happens enough times with claims paid, mail people disciplined, we might soon get to close to 100% tracking. 

[dbfolks166mt]

This will be my last year of selling on EBAY. People taking advantage and I dont want to deal with the seller is always wrong. I had a package that the post office marked out for delivery in late 2022 but never marked it as delivered. There was $500 worth of PSA cards in the package. It was insured. Buyer claimed he never received and I filed a claim with the post office, the post office said it was delivered but not updated in their system so they would not pay the claim. Ebay refunded the buyer. To add insult to injury, the buyer relisted some of the cards he didnt get 7 months later.  I called ebay and got the usual "we know its frustrating but there was no proof the item was received". This despite the same user ID was selling that bought the cards.  EBAY has made it really difficult to do business. 

     It is a bit late now but back in 2022 when USPS denied your claim you should have contacted the USPS OIG. I had a similar issue once with a USPS claim and contacted the OIG. It took a few months to resolve but I finally received reimbursement from USPS. FYI below is the OIG contact site. 

https://www.uspsoig.gov/ 

[dbfolks166mt]

    Maybe a common phishing expedition used by buyers to simply see if they can get a partial refund for the item. The one problem I have always had with doing partial refunds is it encourages the continued behavior. I have had a few of these over the years and simply offered a full refund upon return of the item(s). In every case the buyer closed the return/refund request. 

     As for the feedback system, to me, it becomes more useless every year. Sellers can leave nothing but positive feedback for buyers while buyers can continue their sometimes extortive ways. The feedback removal process has become nothing short of a joke and customer support has been abysmal for quite some time. I can totally relate to your frustration and eBay could probably care less that you are considering closing your account and they will continue to feel that way until it starts to actually impact their bottom line. 

[johnrj1226]

1.  A negative FB is  of little value - does not put a blemish  on your seller rating - they  used to

2,  If the y closed the case you don't  have to refund any thing

3.  If the buyer  sent  his "extortion" message via eBay messages -  show it to eBay they should remove  the neg w/o.

4.  For what its worth that  neg will auto  disappear on your  FB rating in 365 days.

5.  1  red  hickey is not the end of the world - most viewers (shoppers) will disregard it.  Heck I never  got all "A s"  every year  or at any other grade period from Kindergarten thru earning a **bleep** degree in college.  Played baseball never came close to a 1.000 batting average either.  Social life was/is a different story.