Feedback Extortion?

[oceanviewengineer2015]

I got a message today about an item I sold about 6 weeks ago, let's call it a dress. Buyer says the item isn't light blue like in the pictures but darker and very ugly.

I respond that I will gladly allow her to return and refund her 100%.

She responds that shipping it back will cost her too much and she now has no choice but to leave me negative feedback.

She hasn't left it as of yet but I anticipate she will. If I call Ebay and they look through the back and forth messages, will they see it as feedback distortion? ( I feel it is)

It would be my first neg out of about 1500 FB and it will be worth the pain of calling Ebay if it's got a shot of a postive outcome.

It seems I am getting more and more of these types of messages now with the free returns **bleep**.

[luckythewinner]

She did not like your solution to the return, but she did not ask you for anything.

Simply telling a seller what you are going to do is not extortion. 

[chrysylys]

'It's too expensive to ship back, so I will do this'

'If you don't do this, I'll do this'

Do you see the difference?

[green-night]

Feedback extortion?  I vote No. 

[oceanviewengineer2015]

Thanks all. I felt like it was kind of on the line that is why I was asking opinions.

[hellc-30]

It's borderline. If push came to shove you could keep calling eBay reps till you got one to remove it

[oceanviewengineer2015]

Yeah, I may give it a try and see what happens. Hopefully, she'll just go away.

I think since the first of the year, I have had about ten of these types of incidents and it's 50/50 whether they just disappear or take me up on the return.

Ofcourse, the more savvy know how to get the return on your dime instead of theirs.

[tellmemama]

To be honest, I don't know if it matters.  Her complaints are clearly buyer's remorse.  Do you offer returns in general?  If so, she might be fishing for free return shipping if not a partial or full refund and keep the "ugly" dark blue dress.

I would add her to my blocked bidder list and advise her to open a return request.  If she tries to claim SNAD I would call customer service to see if I could get the case closed out in my favor since shade of a color is not a legitimate reason.  It would only apply if you showed a blue dress but sent her red.

"Dear Buyer:

Again I am sorry you are disappointed with the shade of the dress.  Please open a return request and I will issue a full refund when I receive it.  I apologize for the inconvenience~

You"

You've done all you can whether  she ignores you, complains some more, or leaves the neg.  If she does I would keep the response calm and professional like:

"Buyer unhappy with shade of blue.  Offered full refund upon return but she refused."

Then I would wear the neg with pride.  It shows you aren't a pushover.

[tunicaslot]

Negatives these days are not the horror they used to be. A professional reply to a negative allows a buyer to see that the seller isn't going to give them a hard time if they indeed just don't like an item. I'd rather see a neg with a positive seller response than 100% seller with revisions.

When you are on here as long as many of us - to not have a neutral or neg is unusual as you just can't please everyone all of the time.

[variety_nook]

@oceanviewengineer2015 Wrote: "I got a message today about an item I sold about 6 weeks ago, let's call it a dress. Buyer says the item isn't light blue like in the pictures but darker and very ugly."

Why not say that it was, about 2 weeks ago, let's call it a necklace..?

If you truly want help, please be a little more specific. Length of time since the item was delivered as well as the specific item sold would help in whether or not the Buyer can file an, "Item Not as Described" case through eBay's MBG or if it's a Buyer's remorse case.

It was very nice of you to offer a 100% refund, but the Buyer needs to file an "Item Not as Described" case through eBay's resolution center if they wish for you to pay for return shipping. (within 30 days of delivery)

If you have been communicating through eBay messaging, then eBay will be able to see your offer of a 100% refund and delete any negative feedback that the Buyer may leave.

In essence, if the Buyer refuses a 100% refund while at the same time refusing to open a return case through eBay, they don't have a leg to stand on!!!

[mam98031]

When I get a similar email, I always write my customer with concern and an apology that they are having issues with the item.  I tell them that I'm happy to work with them.  Then I ask them what they are specifically asking of me.

You want to let them tell you what they expect from you.  That by no means should get you to accomodate anything that they want, but it will give you a good idea of their mindset which will give you good information on how to proceed with this buyer.

I do not just immediately jump to telling them they may return the item.  At this point you will get further with the buyer if you let them feel they are in the driver seat.  Then once you have the knowledge of their expectations you can better deal with the problem at hand.

Sometimes it will be to allow the return, other times it will give you clear proof they are wanting your money and the product too.  There are great buyers out there and a few bad ones.  So we must always be watching but don't assume someone is trying to take advantage of you until they show you that is their intent.

[rolenboy01]

Feedback extortion no but I feel it is partial refund extortion.

[mam98031]

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@rolenboy01 wrote:

Feedback extortion no but I feel it is partial refund extortion.

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How do you get that when the buyer did not ask for anything yet.  Well not that the OP has shared anyway.  You may very well be right, but the buyer hasn't said one way or the other and they usually do.

[mbaycomix789]

It's kinda on the fence. It's  like I'll do this because of that. Honestly the best thing you could do. 

Is make them go over the fence on their own. Something like so if I pay return shipping you won't leave neg?

Which honestly offer to anyways because once they SNAD you have to anyways.

[coolections]

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@tellmemama wrote:

Her complaints are clearly buyer's remorse.  I would wear the neg with pride.

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@tellmemama

Someone buys a light blue dress and receives an ugly dark blue dress and you call it buyer's remorse and suggest wearing the negative with pride. OK