Buyer sending threatening messages, help!

[riverwoodridge]

I’ve got a buyer who honestly seems more than a little unhinged and frankly, she’s got me worried. I refunded her in full, and provided receipts, PayPal transcripts and e-mail confirmation but she’s getting angrier and verbally abusive and now she’s making threats about getting my account blocked and social media. This is part of her latest message:

”take care and be careful
What you said to the customer ok ! It’s an advise ! Specially to me ! I know lot of people at Lush headquarter  I can talk about your store on eBay  and what you sell ! Ok ! Even in social media you don’t know who I am so becareful I’m not your friend or you dog”

Part of it could be language barrier (she’s French), but I’m freaked. Anything I can/should do?

[myangelandmyprincess]

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@webwanna wrote:

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@turquoisetulips wrote:

People almost always leave out the portions of the story that reflect poorly on them.  webwanna 

The OP has since shared the entire correspondence . I honestly don't see any reason to believe the buyer in this case  was treated badly,,, especially on purpose  . As a buyer myself  I doubt I'd ever  hesitate  to do business  with the OP .They seem quite level headed  . Tulips 

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The seller bounced a refund with the buyer.  Is blaming the BUYER for that bounced refund.  Made the buyer wait about 22 days for a refund.  Sent the buyer a nasty note because the buyer kept inquiring about where the refund was.

There's no hope if that is what passes for good customer service on Ebay.  

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That doesn’t sound like what happened.  Sounds like the op had the funds in her account and cancelled which should issue a refund.   The op didn’t see any refund but knew she had cancelled which is supposed to refund in the process so the contacted the buyer asking if they did get the refund even though the seller couldn’t see it.  The buyer said they did so the seller transferred money out of their account.  Now I say supposed to because there have been many reports on these boards of sellers cancelling and the refunds not going through so the system is broken.  Later the buyer contacted and said no they didn’t get a refund.  The op then had to refund by an echeck  the buyer flipped out after the refund showed as completed on the sellers end.  

[riverwoodridge]

Webwanna, sorry, but how exactly did I bounce the buyer’s refund? I don’t even know how to do that. That would mean I stopped the refund to them somehow. What happened is I canceled their auctions as requested, asked them if they got their refund and they said yes. I didn’t blame the buyer for the misunderstanding, but I took her at her word; she said she got their refund and I believed her.

Citysatins, I know just because a refund clears my account it may take longer to show up for the buyer, but this is the text of the June 13 e-mail from PayPal (edited to remove names)

“Hello ___

This email confirms that the Pending Refund you received for __USD from ___ has cleared. The funds are now reflected in your PayPal balance.
Refund Details
20190607T034948.846 GMT Credit has been processed and claim is now closed. Please refer Dispute ID PP_____ Thank you.”

It says that everything cleared and the funds were available to the buyer. E-mail text was addressed to her, not me.

[riverwoodridge]

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@myangelandmyprincess wrote:

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@webwanna wrote:

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@turquoisetulips wrote:

People almost always leave out the portions of the story that reflect poorly on them.  webwanna 

The OP has since shared the entire correspondence . I honestly don't see any reason to believe the buyer in this case  was treated badly,,, especially on purpose  . As a buyer myself  I doubt I'd ever  hesitate  to do business  with the OP .They seem quite level headed  . Tulips 

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The seller bounced a refund with the buyer.  Is blaming the BUYER for that bounced refund.  Made the buyer wait about 22 days for a refund.  Sent the buyer a nasty note because the buyer kept inquiring about where the refund was.

There's no hope if that is what passes for good customer service on Ebay.  

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That doesn’t sound like what happened.  Sounds like the op had the funds in her account and cancelled which should issue a refund.   The op didn’t see any refund but knew she had cancelled which is supposed to refund in the process so the contacted the buyer asking if they did get the refund even though the seller couldn’t see it.  The buyer said they did so the seller transferred money out of their account.  Now I say supposed to because there have been many reports on these boards of sellers cancelling and the refunds not going through so the system is broken.  Later the buyer contacted and said no they didn’t get a refund.  The op then had to refund by an echeck  the buyer flipped out after the refund showed as completed on the sellers end.  

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That is exactly what happened, myangelandmyprincess, thank you for understanding!

I didn’t know there were reports of refunds not issuing after auctions canceling. There’s definitely a system problem then. I would have double checked for the refund if I’d know instead of just inquiring with the buyer. Live and learn...

[alturi_64]

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@city*satins wrote:

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@turquoisetulips wrote:

You do realize that by posting here publicly thousands people are reporting your listings as we speak? alturi to the OP  

Thousands  of people ? I can't even imagine a handful  even caring about it truthfully  .  Tulips 

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The OP ended her listings and currently she has nothing for sale.

I don't personally care, but I also wouldn't purchase a decanted scent or cosmetic in a zillion years any more than I would buy some decanted  Heinz 57 or or Preparation H or Delsym or Nature Made Vitamin E.

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Decanted Preparation H 

[this*old*attic]

@riverwoodridge 

Decant sales? Making your own samples? That actually is not allowed.

[this*old*attic]

True! I refunded a customer recently who wanted to change the transaction address - the money was gone from my account same day but showed as “pending” for a week! Drove us both crazy!

[city*satins]

Just going back to this for a sec:

 I did cancel the auction, I just asked her to agree to canceling the auction first instead of giving her an instant refund so I wouldn’t be on the hook for seller’s fees. eBay is also supposed to automatically refund them the money when it’s canceled.

That's not how a Buyer Requested cancellation works.  What eBay automatically refunds after the transaction is cancelled is the seller's final fees, not the buyer's payment.

I don't know how your screen got muddled up, or what the buyer thought she was agreeing happened (possibly the eBay notice that you had opened a CANCEL  SALE at the buyer's request)  but you simply can not cancel a sale without refunding the buyer and the buyer is never asked to agree that they cancelled before they are refunded. 

So something was very hinky about how that all went.

[myangelandmyprincess]

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@city*satins wrote:

Just going back to this for a sec:

 I did cancel the auction, I just asked her to agree to canceling the auction first instead of giving her an instant refund so I wouldn’t be on the hook for seller’s fees. eBay is also supposed to automatically refund them the money when it’s canceled.

That's not how a Buyer Requested cancellation works.  What eBay automatically refunds after the transaction is cancelled is the seller's final fees, not the buyer's payment.

I don't know how your screen got muddled up, or what the buyer thought she was agreeing happened (possibly the eBay notice that you had opened a CANCEL  SALE at the buyer's request)  but you simply can not cancel a sale without refunding the buyer and the buyer is never asked to agree that they cancelled before they are refunded. 

So something was very hinky about how that all went.

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There have been a lot of reports of cancellations not initiating the refund even though refunding is part of the cancellation process 

[inhawaii]

I'm not sure i would call that a threat. A threat is more like "i'm going to kill your dog" or "i'm going to burn down your house".

"I'm going to report you" is not a threat IMO.

But no harm in contacting ebay i guess.

[jason_incognito · Accepted solution]

1) This is all the buyer's problem. They didn't know what they were buying.

If the buyer wants to cancel, they can send a formal cancellation request. It is not on me as the seller to do all the work for the buyer's stupidity.

2) I have told people that left me a negative that the negative finished the conversation. Once you leave me a negative, we aren't going to keep discussing. At that point, either file a formal dispute or leave me alone.

3) Once the refund was initiated, even as an echeck, the whole thing is done. Stop emailing me. If it had been my fault, maybe, but this is on the buyer and I have done what was needed. Seller cancelled and refunded. 

I have a negative that I'm being lazy about getting removed. They opened a claim and lost. First email was telling me what I was going to do. Send him $150..... Nope. Not gonna happen. He filed with eBay and lost. He got nothing. I might have tried, but he went straight to a negative. 

[myescape]

If she funded pp w a card or bank account while she got a notice from ebay saying you refunded the funds would not have cleared to her funding source immediately as the may not have been completely cleared from her end(pp "fronts"buyers payment to seller if the buyer has a cc on their pp account)so you may have removed the funds too quickly

[city*satins]

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@myangelandmyprincess wrote:

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@city*satins wrote:

Just going back to this for a sec:

 I did cancel the auction, I just asked her to agree to canceling the auction first instead of giving her an instant refund so I wouldn’t be on the hook for seller’s fees. eBay is also supposed to automatically refund them the money when it’s canceled.

That's not how a Buyer Requested cancellation works.  What eBay automatically refunds after the transaction is cancelled is the seller's final fees, not the buyer's payment.

I don't know how your screen got muddled up, or what the buyer thought she was agreeing happened (possibly the eBay notice that you had opened a CANCEL  SALE at the buyer's request)  but you simply can not cancel a sale without refunding the buyer and the buyer is never asked to agree that they cancelled before they are refunded. 

So something was very hinky about how that all went.

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There have been a lot of reports of cancellations not initiating the refund even though refunding is part of the cancellation process 

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The OP herself said (per quote above) that she wanted the buyer to cancel first (agree to the cancellation first), before refunding.  So it seems to me, that regardless of whatever glitches might be occurring at eBay's end, the seller's description of how she expected the process to work was incorrect.

[city*satins]

1) This is all the buyer's problem. They didn't know what they were buying.

If the buyer wants to cancel, they can send a formal cancellation request. It is not on me as the seller to do all the work for the buyer's stupidity.

There's a very small window during which a buyer can submit an online cancellation request.   1  hour

[myangelandmyprincess]

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@city*satins wrote:

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@myangelandmyprincess wrote:

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@city*satins wrote:

Just going back to this for a sec:

 I did cancel the auction, I just asked her to agree to canceling the auction first instead of giving her an instant refund so I wouldn’t be on the hook for seller’s fees. eBay is also supposed to automatically refund them the money when it’s canceled.

That's not how a Buyer Requested cancellation works.  What eBay automatically refunds after the transaction is cancelled is the seller's final fees, not the buyer's payment.

I don't know how your screen got muddled up, or what the buyer thought she was agreeing happened (possibly the eBay notice that you had opened a CANCEL  SALE at the buyer's request)  but you simply can not cancel a sale without refunding the buyer and the buyer is never asked to agree that they cancelled before they are refunded. 

So something was very hinky about how that all went.

---

There have been a lot of reports of cancellations not initiating the refund even though refunding is part of the cancellation process 

---

The OP herself said (per quote above) that she wanted the buyer to cancel first (agree to the cancellation first), before refunding.  So it seems to me, that regardless of whatever glitches might be occurring at eBay's end, the seller's description of how she expected the process to work was incorrect.

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I was reading it as just making sure the buyer specifically said she wanted to cancel aka agreed to cancel so the op couldn’t get a defect later since the buyer didn’t specifically ask to cancel    

Ebay does ask the buyer to “agree” to the cancellation but only in the way of if they got a refund if eBay can’t see a refund.  If the buyer agreed even when the glitch occurred and no refund happened that would close out the cancellation as well with no refund having gone through which also could be what the op is referring to?  Just a thought I just had of what they could mean instead