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!

[divwido]

Post this to every message.  Please return for a full refund. 

Say nothing else unless they open a dispute or eBay steps in to 'help'.

And, if they leave less than happy feedback, go  block them from buying from you.

The blocked bidder list is below under Site Map.  Scroll until you see a grey line.  Blocked bidder list is in the middle right under the grey line.  Copy their name, paste and save.

[divwido]

The negative won't kill you, but buyers think it will.  At this point, block them and forget about it.

It's too bad that eBay doesn't back you up, and people like these are the worst) but you never want to give in to a bad buyer and have them come back.

[ziga8509]

Thank you for your prompt reply. We are wondering how to deal with the negative feedback that the customer left us? We request to remove but was reject. Therefore, the customer has opportunity to request us to refund him to revise the feedback. Should we write an email to customer service to help? Thank you!

[inhawaii]

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. 

If you don't want to do a partial refund, then "please return the item for a refund".

Don't let a POSSIBLE negative feedback worry you. Deal with that if/when it happens. A well worded reply to negative feedback will make the buyer look bad, not the seller. 

Good luck to you and stay safe!

[inhawaii]

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@ziga8509 wrote:
Thank you for your prompt reply. We are wondering how to deal with the negative feedback that the customer left us? We request to remove but was reject. Therefore, the customer has opportunity to request us to refund him to revise the feedback. Should we write an email to customer service to help? Thank you!

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If you have that in a ebay message, that the customer said "i will remove the feedback if you pay me....".  That is a violation. Customer service will remove the feedback.

[ziga8509]

Thank you so much! We have that in the message but currently, we can not reach out to customer service by phone. Thank you so much for helping. Really appreciate your help.

[griffithbarbara1]

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" 

[mam98031]

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@ziga8509 wrote:
Thank you for your prompt reply. We are wondering how to deal with the negative feedback that the customer left us? We request to remove but was reject. Therefore, the customer has opportunity to request us to refund him to revise the feedback. Should we write an email to customer service to help? Thank you!

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I don't know why they said no to your request to have the FB removed.  You said you have emails that they threatened your FB and that alone should have been enough to have it removed.  

I am very sorry this happened to you.  Ebay does actually have your back in this kind of situation and the others are right.  Just a brief simple reply to their emails is enough.  

I am sorry you are having problems with the item.  Please return the item and I will refund you upon receipt.  

You don't need to say more than that.  A buyer can not force you into a partial refund on Ebay especially if they refuse to return the item.

Lets see if we can get you some help tomorrow with that FB.

tyler@ebay 

brian@ebay 

[inhawaii]

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@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" 

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Just curious, did that customer leave you feedback?  Good or bad?

Sometimes you'll provide the greatest customer service, apologize, tell the customer to keep the item and still give them a full refund ... and they'll leave you a negative feedback.   Sickening. 

[mam98031]

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@inhawaii 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. 

If you don't want to do a partial refund, then "please return the item for a refund".

Don't let a POSSIBLE negative feedback worry you. Deal with that if/when it happens. A well worded reply to negative feedback will make the buyer look bad, not the seller. 

Good luck to you and stay safe!

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Boy I've got to disagree with that.  ANY buyer refusing to return an item they say doesn't work and is broken but will accept a partial refund is highly likely just out to steal your money.  If it was truly broken, they should be more than willing to ship it back for a full refund.

To give a buyer a partial refund in a case like this is to give in to their bullying.  

[earlyant-77]

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@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" 

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

[ziga8509]

I understand you, we are frustrated to go back and forth with it. Currently, it was hard to reach out to customer service. But we have our own rules that we did not offer a partial refund and we know he will leave us a negative feedback. We do not want bad buyers are taking advantage of the sellers to request unreasonable demand. We should learn to protect us to avoid this kind of bad buyers. I think just message them "Refund for return" or list "No partial refund without returning" would be a great idea.

[kensgiftshop]

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@ziga8509 wrote:
We are wondering how to deal with the negative feedback that the customer left us?

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You can reply to the feedback.

[griffithbarbara1]

They actually did but I wasn't going to hold my breath because I've had a neutral feedback from a customer that didn't receive an item and I refunded right away. I know some just don't care regardless.