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!

[inhawaii]

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@2015mhfashions wrote:

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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I always handle these things on a case by case basis.  I usually end up doing what costs me the least amount of money.   

If you have a concrete rule of thumb that is  "return the item, no partial refunds, period" and are willing to stick to it even if it costs you MORE money than a partial refund, good for you.  I applaud you. 

I do what makes me the most/looses me the least money.   Silly me. 

Stay safe!

[ziga8509]

That is great to know. Thank you for your support and we really appreciate it! We never had this experience before and it was a really hard time for us to go through with this.

Yes, eBay helped us remove the negative feedback very quickly and we started to receive the feedback from them. When we post this issue in the community, we also got lots of support and we are so grateful to people who help us. We have confidence now that we are not alone to deal with it and we do the right thing.

The only thing we hope that eBay could help to stop the bad buyers to threaten and insult the seller in any method, like block or not allow buyers to send a message included with sensitive words. Even we block the buyer, he still opened a case without any claim and just sent us lots of threatening and insulting messages.

*The thing is we really do not know if the item is real "damage" through the picture, it was about its function. Therefore, we insist on a return to refund.
*Delete is a great idea. lol

[ziga8509]

I am wondering how you identify your item sent to the customer was really damage or the buyer just lying to ask more benefit from you? We feel it was wired that the buyer claimed unsatisfied with the product but not willing to return and kept ask you a refund. It might be the trick that they use it not only once on many sellers. Normal buyers will just return it, then done!

[outdatedrecreated]

If you have a message from the buyer specifically saying he won't revise the negative unless you refund him, then that is Feedback extortion and a clear violation of eBay's policy. Contact eBay and have it removed. 

[outdatedrecreated]

That is pretty horrible advice "feedback wont kill you". It will most certainly hurt the seller because the seller doesn't have many feed backs to start. To just accept being extorted with negative feedback is beyond foolish for anyone. 

[outdatedrecreated]

eBay's "money back guarantee" is well known for being good with promoting confidence to buyers but so horribly executed by eBay it breeds massive fraud and abuse. eBays attitude towards you the seller is "fraud and theft happen so build it into your margins". These scammers know how the system works, and also know most sellers arent going fight it because of the way eBay enforces their policies. If you were to fight the return, you will lose, and receive a defect from eBay. eBay claims you are protected, but in most cases you are not. Another common scam is for the buyer to do just this. Say its broken or damaged, demand a partial refund and refuse to open a return. In my opinion, you did the right thing by standing your ground. The buyer has the right to leave positive, neutral, or negative feedback for anything regardless of the reason The only way to protect against negative feedback is if the buyer extorts you, the buyers feedback violates eBays policies (ie profanity), OR if you are top rated and offer free returns you have SOME protection. That protection is basically: eBay will remove the feedback if you accept the return and give a full refund. eBays policies are incoherent and the way they apply to everything changes based on who get on the phone. This is a well document "gripe" of every seller on the planet and is the main driving force for many sellers to go to other platforms. There is no perfect solution and it has been that way for years. None of us really see eBay making any changes to that system either at this point. Some have learned to overcome it a deal, some have learned how to fight back, and many have just given up. 

[socalboomer50]

From what I understand your buyer contacted you after they received their item asking for a partial refund and refused to return the item.  After you declined they left negative feedback.  Then they  also messaged you again  and stated that they would revise the negative feedback if you gave them a refund.  The messages your buyer sent demonstrated that they were willing to revise the negative feedback they left you  only if you would give them a refund.  That is clearly feedback extortion and should be removed.

[2015mhfashions]

If you have a concrete rule of thumb that is  "return the item, no partial refunds, period" and are willing to stick to it even if it costs you MORE money than a partial refund, good for you.  I applaud you. 

I do this for 2 reasons.

1.  I will never be bullied into giving away free money.

2. In time if every seller followed this the Partial refund nonsense would hopefully cease to be.

FYI i know of people who openly brag about this in order to get items for free or discounted and tell their friends to target the the same seller. True or not it is worrying that this has become the norm on this site.

[brian@ebay]

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@mam98031 wrote:

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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 

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Hi @mam98031, it looks like customer service resolved this for the OP. I'm glad to hear this was taken care of for you, @ziga8509!

[mam98031]

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@ziga8509 wrote:
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.

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Again, no.  You can't block a buyer from communicating with your, filing a claim or leaving FB if there is a current transaction with them.  Imagine how sellers would abuse that if it were true.  Any sign that a buyer is has a problem, sellers would block them and the buyer would be out in the cool.  Hardly fair.

[mam98031]

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@ziga8509 wrote:
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.

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Nope it is unlikely they do.  Now certainly on low $$ items they may IF the buyer has asked to return the item.  That seller may say no, just keep it and I'll refund.  I've done that before, but that is NOT what you have going on here.

There is a reason your buyer doesn't want to return the item.  And it is highly likely that it is because the product is just fine but they just want it for free or near free.  So they bully you until you give in and some sellers would give in.  But I look at it this way.  If this buyer really had an issue with the product, they would not mind returning it.  This buyer hasn't acted that way.  From the start, as I understand what you've posted here, this buyer wanted to keep the item and just get some money back.  Which is why they don't open a INAD.  They know they can't force you into do this on Ebay or even PP.  So their only option is to wear you down and bully you into it.

Those kinds of buyers I won't help.  I will always work within the rules of Ebay but I won't reward a liar, bully or thief willingly.  

[mam98031]

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@ziga8509 wrote:

I am wondering how you identify your item sent to the customer was really damage or the buyer just lying to ask more benefit from you? We feel it was wired that the buyer claimed unsatisfied with the product but not willing to return and kept ask you a refund. It might be the trick that they use it not only once on many sellers. Normal buyers will just return it, then done!

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You often can't.  But a buyer will typically be willing to open an INAD.  Yours wasn't willing to do that and there are reasons for that, none good.

[ziga8509]

I strongly agree with you. The buyer opened a wired case claimed " item not received" just want to bully the seller and we think he did not want eBay to step in because if eBay step in, he had to return the product. Also, we looked at the feedback the buyer left for others, the buyer gave another seller negative feedback that the seller was not willing to cooperate with the refund. We think he might not only do this for one time.

[mam98031]

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@ziga8509 wrote:
I strongly agree with you. The buyer opened a wired case claimed " item not received" just want to bully the seller and we think he did not want eBay to step in because if eBay step in, he had to return the product. Also, we looked at the feedback the buyer left for others, the buyer gave another seller negative feedback that the seller was not willing to cooperate with the refund. We think he might not only do this for one time.

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It is likely that what another poster said may be true.  That they have opened too many claims over a given period of time and Ebay has taken away their privilege of the MBG, so filing an INAD isn't something they would want to do.

Or, they know that if they file an INAD they can't win it and force you into a partial refund.  There is nothing they can do legitimately on Ebay to force a seller into a partial refund and allow them to keep the product.  The ONLY way they can accomplish this goal is to bully the seller into it.  And sellers just should not stand for this behavior.  It is sellers who give into behavior like this that teach the buyers this is a way for them to get product for free or at a much reduced rate.

[ziga8509]

Thank you for your remind. We did research and learned some bad buyers are professional to scam or bully sellers on eBay. There are some posts for partial refund scam and we found that most sellers just gave up for many reasons. As you said, "These scammers know how the system works, and also know most sellers aren't going to fight it because of the way eBay enforces their policies." That is why we think as a seller, we can not allow this kind of bad buyer to bully us again and again and we need to fight back. Also, a lot of people said report buyer did nothing, it was just comfort for the seller? Quite not sure.