Extortion?

[erokx]

What is a seller to do when a buyer fabricates a minor defect with an item, demands a partial refund and threatens negative feedback if the demands are not met? 

[bonjourami]

That is extortion, but you tell the buyer to file a snad case and return the item for a refund.

[corvettestainless]

First, don't care about the feedback; then you respond with....

"hello, sorry you are dissatisfied but we do not give partial refunds. We will accept a return on this item, once received we will give you a full refund"

[bigdeals.etc]

Sellers will never be forced to issue any partial refund and let the buyer keep the item.

But ebay can/will "force" sellers to accept a return for the item and issue a full refund when it arrives back to you. That's why @bonjourami says to get in front of that issue and actively offer the return for a full refund. The buyer will either take you up on that offer, or not. Either way, they might still leave you negative feedback in which you can call ebay to remove since the buyer has feedback extorted you on record.

[pburn]

Well, you can do whatever you choose concerning the partial refund, based on your return policy or the return shipping costs or your own business model or whatever. 

You could also tell the buyer s/he can open a request for a return and that you'll refund upon receipt of the item. All of that is up to you.

As for the feedback, if the buyer actually ends up leaving negative feedback, you can have it removed because of the threat.

[inhawaii]

Dear buyer, I do not issue partial refunds.  If there is a probem with your item, please return it for a full refund including original shipping.  I'll even pay for the return shipping.

If he returns it, give hin a refund.

If he doesn't return it, no refund.

If he leaves you negative feedback, ebay will remove it becase of the extorsion/threat.

Good luck and stay safe!

[gracieallen01]

'Dear buyer,

I'm sorry you aren't pleased with your purchase.

Please return for full refund.

Best regards,

Seller"

Dialogue will get you nowhere - cut and dry.  If they ask how to return, tell them to open a return request with ebay.

[mam98031]

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@erokx wrote:

What is a seller to do when a buyer fabricates a minor defect with an item, demands a partial refund and threatens negative feedback if the demands are not met? 

---

When a buyer does this there are two things that should immediately come to mind.  First they are trying to bully you into complying with what they want.  Second, Ebay does NOT support this type of behavior from buyers.

Ebay would NEVER force you to do what the buyer is asking.  Now there are a couple reasons this buyer could be trying to bully you into complying with what they want.  It could be they have a track record of doing this in Ebay and therefore they do not want to open an INAD or the CAN'T open an INAD because Ebay has taken away their MBG privileges due to abuse.  Or they could be doing it because they are well aware that Ebay will not make you do as they ask and they have no desire to return the item, they just want a significant discount from you.

When I get these and unfortunately have had a few over the years.  I go and look at the buyer's FB left for OTHERS.  That can be very telling.  If you see a consistency there, it can in and of itself prove abuse which should be reported to Ebay.

IMHO as some others have told you, there is only one reply that should even be considered here.  Something like this.

I am very sorry to here you are experiencing issues with the item you purchased from me.  Please feel free to return the item for a refund.  Let me know if I can be of any further assistance.

I don't typically mention filing a claim in my first email to them.  As it true for most bullies, they absolutely don't know what to do with someone responding politely and professionally to their initial demands.  They simply get confused.  So they escalate a little and will likely write again however some just go away because they have no desire to return the item.

If they come back again with more rude and demanding statements.  I follow up with this.

I am very sorry to here you are experiencing issues with the item you purchased from me.  Please feel free to file for a Return Request with Ebay and I will get it processed.  Let me know if I can be of any further assistance.

That remains my reply no matter how many times they email me or how insistent they may get about a refund.  I simply will cut and paste that final email over and over again if necessary.  For me they have always just gone away after a couple of attempts.

Oh and all but one hit my FB and I simply got it removed as I referenced the emails the buyer sent me.

Good luck and PLEASE don't give into the bullies.  That simply encourages them and reinforces the behavior because it gets them what they want.  YOUR money.

[southern*sweet*tea]

Buyers who use strong arm tactics like this right out of the gate don't want to return, they want to keep the item and get a post-sale discount. They will twist a seller's virtual arm (threaten negative feedback) until the seller caves in and gives the partial. This in turn just feeds the fire, and they  keep doing it more and more to other sellers.

Don't give in.

Dear buyer,

Sorry you're not satisfied with your doohickey. Please return it for a full refund.

Thank you,

Seller

Lather, rinse, repeat. Most of the time they'll go away when they find out they actually have to exert some effort to return something.

Don't forget to block them so they can't come back and buy again  https://offer.ebay.com/ws/eBayISAPI.dll?bidderblocklogin  and absolutely report them for extortion.

[bigdeals.etc]

Related topic.

I had a buyer who bought 6 items from me and threatened a negative or else I give them a partial. They followed thru with that threat and left me 3 negatives. I called and got them removed. CS says they'll reach out to the buyer and tell them that extortion isn't tolerated. I asked what happens if they return with more negs, CS says to let them know and they'll let them know again... being a 2nd offense.

Anyway, so yea, this buyer came back and left 1 more neg. I called ebay. Lather, rinse, repeat. CS removed, "scolded buyer", 2nd offense. Buyer comes back a 3rd time. Lather, rinse, repeat. Buyer comes back AGAIN a 4th time. Lather, rinse, repeat. So according to ebay, this buyer should have 4 feedback extortion offenses now... and he's still around.

What kind of baseball game is ebay playing? How many strikes does one buyer get?

[baykate]

Just had an overseas buyer try to extort me for a partial refund of $30 for “damages” - this was so perfectly helpful!! As it turns out he truly was just trying to see if I would send him the money. After sending your responses he continued to hassle for a bit, but ultimately backed down without pursuing a refund via eBay. Thanks for posting this! 

[fab_finds4u]

If there is nothing in a Feedback comment that is against policy, like profanity for example, eBay will not remove it.

eBay says:

"Examples that aren't  Feedback extortion.

1. A buyer says he or she will leave negative Feedback or DSRs unless the seller gives a full or partial refund for the item."

It is extortion to threaten negative feedback to get something that is not part of the original listing.

[fuzzface50]

Please return for a full refund .  If they keep sending more messages, I just repeat  the same answer, Please return for a full refund.   No since getting into a pissing match with them, just let them hang themselves with their own verbalage.   Oh, I usually add them to my best buddy list after that too. 

[fab_finds4u]

They removed the negs because you are Top Rated Plus.

See message 12.

[fab_finds4u]

@erokx 

@pburn

@bonjourami

See message 12.