How seller do when customer refused to return the item and ask for partial refund?

[ziga8509]

We got a customer that he refused to return the product and kept asking us for a refund or a partial refund. We said that we did not offer a partial refund and we can fully refund you after you send back. We only follow the process of eBay and do the right thing. We refused his request and then he left negative feedback and messaged us that if we did not refund him, he will not revise the negative feedback. We did not respond and we report and block him according to eBay's suggestion. Then he sent us a lot of unrespected, and rude messages that " you deserve negative feedback, etc". We searched online and found that it is an increasing situation that customers claim something wrong with the item and wants to keep the item and ask the seller to offer a partial refund, how we as a seller to deal with this problem?  We know we might cost more if we pay the return shipping fee but we really want to protect us to reduce bad buyers take advantage of us on purpose. We really want to know how the seller can protect themself from the customer asking unreasonable demand and asking us to refund with the negative feedback? Thank you for helping!

[ziga8509]

Hi, yes the customer left us negative feedback and the next morning he requested us to refund him full money. We blocked him and he opened a case with" item did not receive" but actually he received the item. He found we block him and send lots of unrespect messages to us. We are not sure if eBay will step in and help us. eBay refused our request to remove the FB because eBay said the FB did not violate FB rules. We are not sure if they looked at the message the customer send to us. So frustrated so far.

[ziga8509]

Even if you refund them and provide good service and they leave you neural feedback? That is why we make decision that we can not refund him because they are just taking advantage of you. There is one time and it will be more times customer do that to you!

[ziga8509]

Hi, thank you. Yes, we emailed but did not get a reply yet. We report the buyer but not sure if that works. eBay refused our request to remove the FB because eBay said the FB did not violate FB rules. Then the customer have a chance to request full refund to revise the negative feedback. We are not sure if they looked at the message the customer sends to us. We are threatened by this customer that he send us lots of rude and unrespect messages. I totally agree that even we provide professional and great service, the bad buyer still takes advantage of us for a refund and does not want to return the item. We are so frustrated so far.

[mam98031]

Hi, yes the customer left us negative feedback and the next morning he requested us to refund him full money. We blocked him and he opened a case with" item did not receive" but actually he received the item.

Respond to the case.  Log the tracking number into the case if you want.  If online tracking shows delivered, they can't win this claim.  Ebay's protection on this type of claim is very good.

Once this claim closes, they can still go and open an INAD.  But they will have to return the item if you accept the claim, which you should.  So that isn't likely to make them happy either.

He found we block him and send lots of unrespect messages to us.

Unless you told him you blocked him or he tried to purchase from you again, there is no way for him to know you blocked him.  Blocking him will not prevent him from emailing you as the block doesn't count on buyers you have a current transaction with.

We are not sure if eBay will step in and help us.

They will if you ask them to.  They will help in stopping them from emailing you rude and insulting, but you have to ask Ebay to do this.  You can email them and have them review the emails between you and ask them to assist you in getting them to stop.

eBay refused our request to remove the FB because eBay said the FB did not violate FB rules. We are not sure if they looked at the message the customer send to us. So frustrated so far.

Yes it did if they emailed you threatening your FB.  If this ever happens again and you are in the position to ask Ebay to remove the FB, make sure you always ask them to review the email between you and the buyer whenever they are being rude, demanding, threatening etc.  It is all part of the process.  Hopefully tomorrow one of the guys will pop in that I tagged earlier to assist you.

[mam98031]

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@ziga8509 wrote:
Hi, thank you. Yes, we emailed but did not get a reply yet. We report the buyer but not sure if that works. eBay refused our request to remove the FB because eBay said the FB did not violate FB rules. Then the customer have a chance to request full refund to revise the negative feedback. We are not sure if they looked at the message the customer sends to us. We are threatened by this customer that he send us lots of rude and unrespect messages. I totally agree that even we provide professional and great service, the bad buyer still takes advantage of us for a refund and does not want to return the item. We are so frustrated so far.

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Did the buyer do that or are you just saying the could?  If they do that, that is yet another violation of Ebay policies and they really can get in trouble over this.  

Hang in there.  Hopefully tomorrow will bring some help.

[ziga8509]

Hi, yes. The customer did that. The customer messaged that "now you have the negative feedback I'm reversing my feedback if you give me my refund". We did read the eBay policy that it against Feedback Extortion Policy and also he requests a partial refund without returning that we did include in our listing, which against the Buyer Abusive Policy. He also sends us treated messages with bad words in the case he filed ,that should be also against eBay policy?

[ziga8509]

Hi, thank you for your very detail reply and we really appreciate your help. It is a very great suggestion to ask eBay to review the message between the customer and us. One thing we are curious about is that we did not notice the buyer that we block him, but he opened a case on purpose to claim that he can not message us so he knew we block him for future buying. He send us threatening, unrespect, and racist messages to insult us. We got customer service contacted and hope we will have an ideal solution to this problem.

[2015mhfashions]

Go with a partial refund only if you are ok with it. The amount should be one that you're ok with.  Don't let the seller bully you. 

Explain how that's not giving in to a bully ? This is the exact reason this partial refund **bleep** continues because of advice like that.

Always return for refund, I really don't care if the shipping cost is more, it will never end, the same buyers will do this over and over once they find sellers cave in.

If there is a problem with the product return it, Period !

[mam98031]

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@ziga8509 wrote:
Hi, thank you for your very detail reply and we really appreciate your help. It is a very great suggestion to ask eBay to review the message between the customer and us. One thing we are curious about is that we did not notice the buyer that we block him, but he opened a case on purpose to claim that he can not message us so he knew we block him for future buying. He send us threatening, unrespect, and racist messages to insult us. We got customer service contacted and hope we will have an ideal solution to this problem.

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Like I said before, there are only TWO ways the buyer could have known you blocked them.  1.  You told them or 2. They tried to purchase something else from you.  Those are the only ways they can find out.  Ebay does not notify a buyer that they have been blocked when you put them on your list.

Also as I said earlier, blocking a buyer that has a current transaction with you does nothing except blocks them from purchasing anything else from you.  They can sell communication with you in Ebay or open a claim if they feel the need.  That you can't block.

[inhawaii]

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@2015mhfashions wrote:

Go with a partial refund only if you are ok with it. The amount should be one that you're ok with.  Don't let the seller bully you. 

Explain how that's not giving in to a bully ? This is the exact reason this partial refund **bleep** continues because of advice like that.

Always return for refund, I really don't care if the shipping cost is more, it will never end, the same buyers will do this over and over once they find sellers cave in.

If there is a problem with the product return it, Period !

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My advice: Do what you're ok with.

Your advice: Do what 2015mhfashions says. 

You may or may not believe this, but sometimes a partial refund is in your best interest over a return.   

[mam98031]

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@inhawaii wrote:

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@2015mhfashions wrote:

Go with a partial refund only if you are ok with it. The amount should be one that you're ok with.  Don't let the seller bully you. 

Explain how that's not giving in to a bully ? This is the exact reason this partial refund **bleep** continues because of advice like that.

Always return for refund, I really don't care if the shipping cost is more, it will never end, the same buyers will do this over and over once they find sellers cave in.

If there is a problem with the product return it, Period !

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My advice: Do what you're ok with.

Your advice: Do what 2015mhfashions says. 

You may or may not believe this, but sometimes a partial refund is in your best interest over a return.   

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I think you are missing the point.  This particular buyer refuses to return the item.  But they are insisting on a partial or full refund.

[ziga8509]

Thank you for your reply. We checked the setting and tested that there is a default checkmark that not allows the blocked buyer to contact the seller. We think that was the reason that the buyer knew it and then he opened a case without any claim just want to send us insulting messages.

[ziga8509]

We are not sure that is it common that most of the sellers on eBay are doing this way to ask customers to keep the item and issue a refund to them? As the girl mentioned before, she provided the best service and refunded the full amount but she still can not get what she deserved. Issuing a partial refund is an easier way to deal with the problem. But we just worried that this kind of buyer will go over and over again in the future.

[femmefan1946]

Your customer is a dishonest bully.

You are right to demand that he return the item for a refund.

You would be right to Block him from future purchases.

A few problems.

He left negative feedback.

• You can leave a Response to any feedback,his or your own. I would suggest. "Offered full refund and return shipping Refused to return." That should explain the situation to a sensible buyer and warn future sellers.

He may have refused to "get eBay involved"  but he has 180 days from Payment for a Paypal dispute.

• Paypal demands that the unhappy buyer return* the item before entertaining a refund . The buyer has to use (expensive) tracked shipping for this.

His refusal to remove the negative feedback may have left the way open for you to have it removed by eBay as Feedback Extortion.

• This would also be a black mark against his account. He could (and as someone mentioned perhaps already has) been banned from the Money Back Guarantee program.
• While Help and Contact are not using phones at the moment, they are still using FaceBook and Twitter as well as taking email complaints. This is slower but the clerk can read the complaint until he understands it. KISS of course.

Unfortunately, when there has been a transaction, the parties are still allowed to communicate in spite of a Block on future purchases.

• There is a Delete Button on your Messages.
• There is a Delete button on your personal emails.
• When you see his name /ID , delete, delete, delete.

And remember;

You won. He lost. Yay!

*Note that the seller can refund without a return if he wants. For example, a glass seller might settle for a photo rather than demanding the return of a box of shards.

[inhawaii]

Sorry mam, you're right.  I missed that.

The buyer DEMANDING a partial return and REFUSING to sent the item back for a full refund.?

If the seller is ok with a partial refund, so be it. 

If not, this sounds like something i would involve ebay in. 

As far as the  negative feedback, it sounds like ebay will remove it because of the threat.

Stay safe everybody.