Buyer violating several policies

[rlmmem587]

I recently had a buyer inform me that the part they purchased did not fit.  However they are referencing a part they did not buy from us.  Buyer is also trying to contact me outside of ebay messages.  Buyer is ignoring my message replies, has threatened negative feedback and refuses to return the original items or even send a picture of what they are referring to.  What, if anything can I do to protect myself and keep from getting negative feedback?  I have reported the buyer, as I have only had to do a couple times in the past.  I have evidence to support everything I'm talking about.  Thank you 

[castlemagicmemories]

---

wrote:

I recently had a buyer inform me that the part they purchased did not fit.  However they are referencing a part they did not buy from us.  Buyer is also trying to contact me outside of ebay messages.  Buyer is ignoring my message replies, has threatened negative feedback and refuses to return the original items or even send a picture of what they are referring to.  What, if anything can I do to protect myself and keep from getting negative feedback?  I have reported the buyer, as I have only had to do a couple times in the past.  I have evidence to support everything I'm talking about.  Thank you 

---

Possibly consider sending the buyer a message explaining just what you have said here, I am so sorry but you have contacted the wrong seller.  I did not sell that part to you.  You can message the right seller by finding the item in your Purchase History and choosing the contact seller option to the right.  This way, you have proof in your  messages.

I don't know why you offered a return if the item is not yours, or why you asked for a picture.  If you are sure that you did not sell this, you are not responsible for a return or need pictures.  

if the buyer did not buy this from you, they can't leave you negative feedback.

Nor can you report them.  Are you SURE you did NOT sell this part to them?

[castlemagicmemories]

Are you saying that you sold them something, but not what the buyer is messaging you about?  Then the message I suggested earlier does apply.

They might have their sellers mixed up.  

[fashunu4eeuh]

Hold onto all those messages. Buyers cannot threaten you with negative feedback to coerce you into doing something. That’s a violation of eBay’s Feedback Extortion policy. If they leave a poor score, you can call Customer Service and they’ll remove the feedback after reviewing the messages.

Right now the ball is in their court. If they want a refund, they’ll have to open a return request or a NAD case. Either way they’ll have to return the item. If the item is not yours, let’s hope they listen to you or heed your messages.

If this is an inexperienced eBayer, they may not know to check their messages in their My Ebay. I would send them a link to your listing to their email, explaining you believe they have mistaken you for another seller. Reach out to them in whatever manner they are communicating with. But save all messages. Let us know what happens. 

[city*satins]

Are all of the buyer's complaints and demands being made outside the eBay CONTACT SELLER  facility?

If so, you don't have anything to worry about unless and until the buyer opens either an eBay case or a Paypal case.

The fact they're trying to communicate with you off eBay is a big red flag in my opinion.

[slippinjimmy]

Buyer is also trying to contact me outside of ebay messages.

This is NOT a policy violation

Buyer is ignoring my message replies

Are you replying to the emails or sending a reply message through eBay?

[rlmmem587]

Yes, we had a transaction but the part they are referring to is something I don't even offer for sale.  The buyer is quite agressive with their string of messages.  

[rlmmem587]

There's always a notation in messages that says exchanging contact info may result in penalizing one party or the other.

[rlmmem587]

The wording was something like I can't send you pictures on an ebay message. Here's my email, send me a message and I can send you the pictures.

[rlmmem587]

I've repeatedly posted the question to the buyer, "why do you want me to buy an item I don't sell and send it to you for free or you'll give me negative feedback?". The buyer's replies have pretty much spiraled downhill from there. I will not get hooked into a heated argument. I ask because I have had a similar situation in the past that included nasty name calling within a message and ebay did not remove the feedback.

[rlmmem587]

I told them I would be happy to take the item back and pay the shipping, they refused. I've also had buyers return items to me that weren't mine. I supplied ebay with paperwork and photographic evidence and lost both of those cases and the appeals.

[fashunu4eeuh]

---

wrote:
I told them I would be happy to take the item back and pay the shipping, they refused. I've also had buyers return items to me that weren't mine. I supplied ebay with paperwork and photographic evidence and lost both of those cases and the appeals.

---

Since they are beligerant and uncooperative, i would wait for them to make an “official” move and open a case. It sounds like they think they can bully you into giving them what they want. You are very wise not to get into a back and forth with them. The only thing that need be said is “Sorry you are unhappy with your item. Please return for refund.” and nothing more. You are a very professional and experienced seller, it is difficult to understand why he is acting this way except there are those rare few who are unhappy and impossible to please. I’m so sorry you are having to deal with this.

It can be difficult to appeal an unfavorable case on ebay since the venue will back a buyer’s improper return. When it boils down to a he-said she-said situation, or the buyer returns a rock, eBay usually gives the decision to the buyer. In the past, successful appeals involved having a police report for theft, filing on the government website for online shopping fraud, and having a report filed with the USPS fraud division. I have heard lately that perhaps even this is no longer as effective in winning an appeal. 

Please keep us posted on what happens with this transaction. Best wishes for a good outcome.

[rlmmem587]

Here's what happened.  I called ebay customer service, told them everything that happened and the content of messages.  I was told my only option was to report the buyer, they didn't really pay much attention when I mentioned the threats or the feedback extortion.  In the mean time I got a message from the buyer for a partial refund of a specific amount or they were ready to leave nasty feedback.  Seeing no other option because I take my feedback very personally, I relented.  The next message was, "you should have done that from the beginning, instead of being such a $%&@.  And then another paragraph or so of berating.  I didnt see what other option I had, once that negative feedback went on there its not coming off.  Thank you for all that replied I very much appreciate it.  

[secretsquirrelisnowhere]

Don't forget to put that buyer on your blocked buyer list.

[gotitinpdx]

So his method worked...you gave him funds why?  Simply put "return for refund."  Had he ACTUALLY left a negative after he clearly stated he was extorting you, you would have been able to get it removed at that point. 

Just my opinion,  but i thing you engaged in way too much back and forth with this person. Always "return for refund" and 9 out of 10 times the "partial refund" scammers go away.