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, we really appreciate your help and we got replies quickly from customers to take care of us. The thing is even we already blocked the buyer and stopped him to message us, he opened a case without any claim just to send threatening, insulting, and racist messages to us. It was too terrible! We really hope eBay can stop these excessive behaviors happen to the sellers. Add a filter or stop the buyer send the messages with sensitive words might help with it.

We know eBay is making every effort to make eBay a safe place for selling and buying and we really hope there will be less for this happen again. Thank you so much!

brian@ebay

[brian@ebay]

---

@ziga8509 wrote:
Hi, we really appreciate your help and we got replies quickly from customers to take care of us. The thing is even we already blocked the buyer and stopped him to message us, he opened a case without any claim just to send threatening, insulting, and racist messages to us. It was too terrible! We really hope eBay can stop these excessive behaviors happen to the sellers. Add a filter or stop the buyer send the messages with sensitive words might help with it.

We know eBay is making every effort to make eBay a safe place for selling and buying and we really hope there will be less for this happen again. Thank you so much!

brian@ebay

---

Thanks for letting me know, @ziga8509. I've gone ahead and reported the messages the buyer sent you. It will be reviewed and appropriate action taken. Thanks!

[ziga8509]

Thank you so much! We are so thankful for your help. Please ban the buyer from sending threatening, insulting, and racist messages in any form. We really hope as sellers we are protecting and supporting by eBay from the bad buyers bullying and taking advantage of us. Thank you.
Stay safe and stay healthy.

brian@ebay

[mam98031]

---

@ziga8509 wrote:
Thank you so much! We are so thankful for your help. Please ban the buyer from sending threatening, insulting, and racist messages in any form. We really hope as sellers we are protecting and supporting by eBay from the bad buyers bullying and taking advantage of us. Thank you.
Stay safe and stay healthy.

brian@ebay

---

It has been my experience that Ebay is supportive in these types of cases, which is why we reached out to Brian.  There are many things as sellers we have to deal with, but being verbally abused and insulted is not one of them.  But it is important to remember that we need to tell them for them to react.  

Thank you Brian.

[ziga8509]

Thank you, we are so thankful for the help received from all of you. We started our business last year and as a newer seller, we really hope that we have a safe, fairness and a great platform for us to continue our business and growing with. In the meantime, we should have our own rules and beliefs to insist on the comprehensive market.

[bigdeals.etc]

---

@earlyant-77 wrote:

---

@griffithbarbara1 wrote:

I recently went through the same thing not too long ago. A customer REFUSED to send an item back but demanded a full refund, I eventually offered a partial refund without the return or a full refund with the return... eventually I just got tired of going back and forth with them and gave a full refund. I'm quite sure they did not want to return the item because they still used it because they had no evidence to show the item received was damaged.  Oh, I even suggested they may want to go ahead and open a case but they "preferred to leave Ebay's C.S. out of it" 

---

Probably because they lost their MBG protection due to opening too many cases.

---

Yes, this was my gut reaction too when I read this. It's likely this buyer has a bad rap with ebay already and is trying to fly under their radar and yet still trying to scam sellers. That's why whenever I get buyers saying to "not get ebay involved" a huge flag pops up in my head.

It's kinda like you can't help but to wonder why if someone says to you "let's not get the cops involved"... they are clearly avoiding the law for some reason.

[ziga8509]

Yes, totally agree. One thing we do not understand is why eBay does not allow the seller to leave negative feedback for the buyer? Therefore, other sellers might be aware of scammers or bad buyers. A lot of people say that report buyers does not work a lot of time?

[mam98031]

---

@ziga8509 wrote:
Yes, totally agree. One thing we do not understand is why eBay does not allow the seller to leave negative feedback for the buyer? Therefore, other sellers might be aware of scammers or bad buyers. A lot of people say that report buyers does not work a lot of time?

---

Do you know of any site that allows for the public shaming of it's customers?  Leaving negative FB for customers is a really really bad business move.  Not because that particular customer has been publicly shamed but because it will absolutely deter others from coming to the site and purchasing things in fear that some seller would do that to them even when they have done nothing wrong.

Some sellers would do it because a buyer files a claim.  Most claims are filed with a reasonable reason by the buyer, but still it may happen which is just another reason why it is a horrible business decision to do something like this.

Same for leaving a comment to a FB you receive.  Unless it is professional and polite, it is not a good idea to do that when someone says something you don't like.  As a seller you don't look good to potential customers so you could be causing your own sales to decrease for a moment of emotional satisfaction.

[fourstylishsistersco]

Yes this! You will have to email Ebay, but it's a very clear violation and will be removed in time (even if it takes a few weeks at this point)

[mam98031]

---

@fourstylishsistersco wrote:
Yes this! You will have to email Ebay, but it's a very clear violation and will be removed in time (even if it takes a few weeks at this point)

---

It has already been taken care of.

@fourstylishsistersco 

[ziga8509]

Thank you for your very detail explanation. Appreciate it!

[socalboomer50]

As I've been on eBay for 20 years there was a time when sellers could leave feedback.  If buyers opened claims or left them negative feedback some sellers would leave retaliatory negative feedback.  For example I purchased a 16 MB MP3 Player from a seller, and after trying to upload my music file found it that it's true capacity was only 1 MG.  I opened a claim and after a back and forth dispute was able to get my money refunded.  The seller left inflammatory feedback " Beware Terrible Buyer Lies, don't sell to them"

[2015mhfashions]

Nope never, not in the business of giving away free money, maybe with your daily issues you are !

[animal-house-8]

I have had this happen before and here's what I did. I called ebay they advised me no to do anything until the buyer opens a case. Two threatening with feedback for money is a big ebay no no. So when ebay saw his message they immediately suspended him, they also removed his feedback. 

[ziga8509]

That is true. It was not a great way to do it. Everything will become more complex. Most buyers on eBay are good to deal with that we are so grateful to have them supporting us.