Ebay not removing feedback from abusive buyer

[bigmatt45]

Recently had a buyer buy a drill that was photographed having some scratches on it.  Buyer received the drill and sent me a message demanding a $75 partial refund for the photographed scratches.  Knowing that eBay has an abusive buyer policy that protects sellers from buyers asking for partial refunds, i declined the partial refund.   A few weeks go by and the buyer left me negative feedback and even referenced the partial refund denial in the feedback.  I reported the buyer and went on seller help to request a removal.  About 15 minutes later i received a denial saying buyers are allowed to leave their opinion.  So i called ebay and the rep never heard of the abusive buyer policy.  I showed her where it was written in the policy that eBay protects sellers by removing negative and neutral feedback from sellers when buyers request a partial refund without sending the item back.  She then told me she can only submit a request for removal.  Today i got a denial email saying that buyers have the right to their opinion.  This buyer literally sent me a message that says "send me $75 and we are even". I declined and then received negative feedback saying i wouldnt provide him with a partial refund and ebay doesnt feel this violates the policy.  Am i wrong here?  I have had this happen several times over the last 20 years and ebay always removed it because it violated policy.  Now it seems like i am dealing with people who wont take 2 minutes to even look at the policy and just send me a broken english denial letter.  Anyone else have this happen?

[slati_2013]

Your mistake was not specifically adding in the description that it had scratches on it. Simply trying to count on the pictures is not good enough. I would also have listed it as "Used" just to avoid buyers like this. eBay siding with the buyer is because you listed it as "New" while it clearly shows signs of use or scratches on it.

Why scratches on a drill would matter to a buyer is a different matter. Maybe they planned to resell it. 

[fashunu4eeuh]

This buyer did not violate any tenets of the abusive buyer policy. An unsatisfied buyer who asks for compensation is not automatically abusive. In fact, there is no provision in the policy that precludes a buyer requesting a partial refund.  They are free to ask.

The real issue arises from the listing and is reflected multiple times in your feedback. No where in your listing does it inform the buyer that there is cosmetic damage to the drill. The word “scratches” does not even appear. The photos do not show any flaws except for one showing some foreign material on the drill. 

Sorry but you let your buyer down on this one. The neg will stand.

My advice is to reconsider selling used or open box items if you sre not going to document the true condition. It is not enough just to say it was a store display model. You must also describe every noted flaw if you want to avoid further problems. From your feedback, this is not your first unhappy buyer. 33 feedback revisions indicates a possibly long-standing concern.

[bigmatt45]

Here is a screenshot of the ebay abusive buyer policy.  Very clearly states buyers can not ask for partial refunds without returning the item and also very clearly states that sellers are protected from negative feedback when buyers request a partial refund.  I have free returns, the buyer could have opened a return and sent it back.  Instead they tried to extort $75 from me.  Ebay used to have sellers backs with this type of behavior from buyers.  

[bigmatt45]

It was listed as open box, it was a store display so it was never used.  It only have a small amount of scratches from the security device that was attached to it.  Open box states items may have been used, this item was never used.   Regardless of the reason, buyers are not allowed to request partial refunds.  They can send the item back for a full refund but they are not allowed to extort sellers for partial refunds.

[kensgiftshop]

That should have been listed as used, since it wasn't really new.

[kensgiftshop]

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@bigmatt45 wrote:

It was listed as open box, it was a store display so it was never used.  It only have a small amount of scratches from the security device that was attached to it.  Open box states items may have been used, this item was never used.   Regardless of the reason, buyers are not allowed to request partial refunds.  They can send the item back for a full refund but they are not allowed to extort sellers for partial refunds.

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New means new, not looking like it's been used.

[bigmatt45]

It wasnt listed as new, it was listed as open box.  Based on ebays description of open box, this item was open box.  It was never plugged in so it wasnt used.  Regardless of anything written on my listing...... Ebays policy clearly states buyers are not allowed to request a partial refund without sending the items back.  The buyer requested $75 but did not want to return the item.  That violates ebays abusive buyer policy.   I have free returns but the buyer didnt want to send it back.  He just wanted $75.  That is against ebay policy. 

[bigmatt45]

Ebays description for open box......

An item in excellent, new condition with no functional defects. The item may be missing original packaging and may have been used for testing or demo purposes. The item includes accessories found with the original product and may include a warranty. See the seller's listing for full details and description.

The drill was brand new, had no functional defects as it was never even plugged in.  Had scuffs on the bottom from a security device.  

[slati_2013]

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@bigmatt45 wrote:

It was listed as open box, it was a store display so it was never used.  It only have a small amount of scratches from the security device that was attached to it.  Open box states items may have been used, this item was never used.   Regardless of the reason, buyers are not allowed to request partial refunds.  They can send the item back for a full refund but they are not allowed to extort sellers for partial refunds.

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On eBay to avoid issues like this, every flaw must be mentioned in the description. It is what gives your protection. If you had stated in the description that the item had scratches from where a security device was attached and took pictures of these scratches isolated, you would have gotten the feedback removed. 

[mam98031]

@bigmatt45 

Just a question.  When your buyer asked you for that partial refund, in your response to them when you declined it, did you tell them to Return it for a Refund?  That may have been what Ebay was looking for you to do.  IDK for sure, but I've helped other sellers with a similar problem, but they asked the buyer to return the item for refund and they declined that too.  They were able to get their feedbacks removed.

But you are absolutely right, your buyer had no right to ask for a partial refund and I think you should appeal this.  But before you do that, review the Buyer's Feedback left for others.  See if they have done this to other sellers.  That would be very good proof for you trying to get it removed for Feedback Abuse.

[mam98031]

On each Ebay page there is a link to contact Customer Service at the top of the page and again at the bottom of the page.

I would suggest that you contact Ebay for Business on Facebook, Instagram or Twitter for the better trained CSRs.

Here are your options for contacting Ebay Customer Service. Please be aware that for social media CS, you send them a Private Message and briefly explain what your problem or issue is. Feel free to leave your Name, address, phone number and/or your email address in this message. It is private and secure and it may help to speed up the response for you.

https://twitter.com/askebay

https://www.facebook.com/ebay

https://www.instagram.com/ebayforsellers/

Your options will be on the left. If you use the link below you can only get to the Automated Assistant or Chat box type AGENT in the box and hit enter. You will then get more options. Not all options are available 24/7. It will depend on staffing available. So sometimes you can request a call back and sometimes you can't. Sometimes you have the Chat option available and other times it won't me. If it is important to you to use one of those options, just try back later.

If you use a cell phone or other mobile device, you may need to turn off your Spam filter so that Ebay can call you.

If you are a seller outside of the US or Canada, you will need to use the Chat Option.

https://www.ebay.com/help/eua?id=5275&mkevt=1&mkpid

https://www.ebay.com/help/home