Buyer threatens me with ebay's CEO

[zara_dk1]

Two weeks ago I sold an item for about $120. She needed the item for some kind of meeting and wanted me to ship the item very quickly so she can wear it and I did. She received it a day earlier than expected. No further messaging until yesterday. Now (12 days later) she says she wants to return it (i do not accept returns as stated). The buyer states that it doesn't fit her well and that there is excess fabric which is not true. Besides I am just selling that brand's clothing, I do not make these clothes myself. I sent her a message saying - I am sorry but I do not accept returns .... Then she threatens me with contacting yelp (i do not know what this has to do with ebay but....), American express (maybe to dispute the transaction) and "any other site for reporting poor business practices". On the next message, she used all caps and most ridiciously - "I will tell you at this point I have access to Devin Wenig (Pres/CEO ebay), Scott Schenkel, Marie Oh Huber". I honestly think, she just needed the dress for that meeting and now since she does not need it anymore, she wants a refund.

[papyruspapillo]

You've got her number. Stand your ground. She is obviously a nobody who knows nobody.

[7606dennis]

Don't ya just love name droppers?! 

Since she stated that the reason for the return is poor fit, a remorse reason according to eBay, and since you have a no return policy, I would not accept her return request.  With regard to her threats of reporting to whomever, I would make sure that she has my name spelled correctly.

Don't forget to put her on your BBL. I'd probably also save her messages.

[femmefan1946]

(i do not accept returns as stated).

No, but you make refunds.

Both eBay and Paypal policies supercede your preferences.

Tell her to return the dress for a refund.

When (if) she returns it, refund.

Relist. Block her.

As mentioned, this is a Buyer Remorse problem and you are not responsible for return shipping.

Not every transaction will go perfectly. It's business, not personal.

Obviously, from her namedropping, she has no clue how to deal with eBay. Has she ever managed to leave feedback?

BTW-- I notice that although you give sizes, you do not give measurements. Your buyer may be right about the fit.

[dtexley3]

You need to weigh how badly you want to fight this.  eBay will call it a remose return and at the very least force her to pay return shipping, but may override your no returns policy unless you fight.  Same with Paypal.  The probably inevitable credit chargeback will be even harder to fight.

You can name drop too though.... Dear Madam, Uncle Dave says that if I have a no returns policy I don't have to accept returns for clothes that "don't fit.   Just as legit as her ranting.

[zara_dk1]

I think her demands are not reasonable because the item was in perfect condition, brand new when I shipped it. She actually did not open a case yet because she literally said she gives me 24 hours or she is going to contact ebay, american express and CEO. If that's not another threath, I do not know what is. She hasn't left any feedback.

Also, that exact item actually has measurements

[chipper01work]

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@femmefan1946 wrote:

(i do not accept returns as stated).

No, but you make refunds.

Both eBay and Paypal policies supercede your preferences.

Tell her to return the dress for a refund.

When (if) she returns it, refund.

Relist. Block her.

As mentioned, this is a Buyer Remorse problem and you are not responsible for return shipping.

Not every transaction will go perfectly. It's business, not personal.

Obviously, from her namedropping, she has no clue how to deal with eBay. Has she ever managed to leave feedback?

BTW-- I notice that although you give sizes, you do not give measurements. Your buyer may be right about the fit.

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I think you have the OP's situation confused with a SNAD claim. SNAD claims nullify a "no returns" policy--a remorse return does not. They buyer has given a reason for return that is recognized by eBay as a remorse return. Of course, this is eBay and absolutely anything is possible but there is no reason to suggest breaking new ground in how sellers handle remorse returns on a "no return" item.

[d-k_treasures]

Try to find some photos of her wearing the dress at a function on facebook.

Yes, a lot of these people are dumb enough to post those.

And PLEASE! Report me to the ebay CEO!!!! I'd LOVE a call!!!!!!!!!!!

[southern*sweet*tea]

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@zara_dk1 wrote:

I think her demands are not reasonable because the item was in perfect condition, brand new when I shipped it. She actually did not open a case yet because she literally said she gives me 24 hours or she is going to contact ebay, american express and CEO. If that's not another threath, I do not know what is. She hasn't left any feedback.

Also, that exact item actually has measurements

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Ebay, American Express and the CEO will all tell her to return it for a refund. You should do the same.

[doortek]

Too bad you could not have initially followed up with if she actually wore it to her party. Nevertheless, anyone can do a charge back on their credit or bank card... anyone. She may not win an eBay claim and she may have issues with her PayPal account TOS unless she checked out as a guest, but anyone can do a charge back with "fraud" being the keyword to use. And yes, American Express is always for the buyer, their customer and why they charge more than Master or Visa to cover those 'perks'.

We have fought these before and not worth the negativity, but maybe she will go away. If she opens a claim, you will then have an opportunity to offer half or whatever, or let eBay decide. She can still do a back charge with her credit card company with possibly losing her eBay or PayPal account, but that is typically not an issue for these types of people.

Personally, I think you will find that eBay is becoming more 'retail,' where retail accepts most all returns. You may have to adapt.

[nawlinsron2]

H-M-M-M-M....Wenig's stock price has dropped 12% in the past month.
He might be pre-occupied...look for more "revenue enhancing" changes.

[7606dennis]

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@dtexley3 wrote:

You need to weigh how badly you want to fight this.  eBay will call it a remose return and at the very least force her to pay return shipping, but may override your no returns policy unless you fight.  Same with Paypal.  The probably inevitable credit chargeback will be even harder to fight.

You can name drop too though.... Dear Madam, Uncle Dave says that if I have a no returns policy I don't have to accept returns for clothes that "don't fit.   Just as legit as her ranting.

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Unless things have changed yet again, having a no return policy means that you are not required to accept remorse returns nor refund.  If a seller has any other return policy that requires acceptance for any reason, then the OP would be required to accept the return and refund.  However, the buyer would be required to pay return shipping.

Of course, the buyer could possibly file a dispute with PayPal and it would be up to their policies as to any resolution.  With regard to the buyer filing a credit card chargeback, I'm not sure if "does fit properly" would be something that the credit card company would accept as a valid reason for a chargeback.  It is more likely that the buyer would have to lie about the reason, thus committing credit card fraud.  Unfortunately, PayPal isn't known to defend against chargebacks too vigorously.  Pity.

[zara_dk1]

That is what I think its going to happen. I had a very similar issue with another buyer and she disputed the transaction. If sellers accept all these returns from buyers who are clearly scammers, we are tolerating such people. They will keep thinking that they are the smart ones, buying expensive clothing (or something else) for an occassion or just to try it out and then returning it by making up some ridiculous reason.

[ten_o_nine]

That's why Devin Wenig automated the return process, he doesn't want to hear from her.

[dtexley3]

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@zara_dk1 wrote:

That is what I think its going to happen. I had a very similar issue with another buyer and she disputed the transaction. If sellers accept all these returns from buyers who are clearly scammers, we are tolerating such people. They will keep thinking that they are the smart ones, buying expensive clothing (or something else) for an occassion or just to try it out and then returning it by making up some ridiculous reason.

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And supposedly we now have a way to flag this when the item is received back.  If it's not in the same condition as when it was sent, ie it's been worn and washed, then you can report this and not have to pay back a full refund.  Hmmmm, let us know how this shiny new feature works for you.....