eBay

amavolk_0 · ‎01-31-2020

Hi there,

I currently have an unhappy customer about an item I sold to them. They sent me a few rather strongly worded messages about how the color, the authenticity, and the packaging which they claim there is now a chip in the item, and a threat about giving a bad review. Nothing about how they want this resolved. They sent a few photos I think to show a difference in the color and maybe the said chip however the only difference color wise is that the photos have brighter lighting and I cannot see any anything about the chip. The only thing I can think they may be referring to is the open notch to hold a small spoon, which has been shown in my pictures and described in my listing.

I wanted to check in here quick for any suggestions on how to go about this. I was going to message them saying I am sorry they are unhappy with the product and that I can give them a refund. However, since there is some doubt to their claim, I would much prefer to have proof or do a refund upon the return of the item. My settings are set to that I don't accept returns but I think when there is a claim of damage to the product I can? Thoughts?

kensgiftshop · ‎01-31-2020

I would tell them if they are unhappy with the item, they can request a return in the Resolution Center and they will be refunded once the item is returned.

If they file an INAD, you'll have to provide return shipping.

Want to wish everyone a Safe and Happy Independence Day.

orangehound · ‎01-31-2020

"I am sorry that you are not pleased with the condition of the item you purchased. I tried my best to describe and photograph it accurately. If do not want to keep this item, you can initiate a return request by going into your purchase history. Again, sorry."

If they initiate a return request, then you can either (a) pay for the return and refund their money when it is received back, or (b) refund their money without requiring a return.
In the return screen (during refund), make sure you report this buyer as abusive.

One other thing, some buyers behave this way in order to bully you into giving them a partial refund. Though I'm not opposed to such a thing, I do not respond with such courtesy to bullies ... they either keep it or return it.

coffeebean832 · ‎01-31-2020

@amavolk_0 wrote:
and a threat about giving a bad review.

Report them to eBay for feedback extortion. Don't refund without requiring a return.

Dear buyer,

If you are unhappy with your purchase please return it for a refund.

Sincerely,

Seller

https://www.ebay.com/help/selling/resolving-buyer-issues/reporting-issue-buyer?id=4084

inhawaii · ‎01-31-2020

@coffeebean832 wrote:

Dear buyer,

If you are unhappy with your purchase please return it for a refund.

Sincerely,
Seller

Love it! Short and sweet.

Lido Shuffle - Boz Scaggs

iart · ‎01-31-2020

Simple tip: Always be polite and professional.

This often takes the steam out of an angry buyer and if you end up going to Customer Service with it, your professional messages will count in your favor. Ebay doesn't want sellers to alienate buyers.

fashunu4eeuh · ‎01-31-2020

Hi, you can participate in a return even tho your listing has no returns on it. Contact the buyer with something along the lines of

“Dear Buyer,

I regret you are unhappy with the item. Please return for a full refund.
Sincerely, your seller”

While it would be nice fo have proof, eBay does not require a buyer provide photos or evidence. Also, it is important to avoid the buyer opening a Not As Described case as this counts against your account’s seller metrics.

Don’t get sucked into an escalating discourse with the buyer, just keep reiterating “return for refund.” That places the ball in the buyer’s court. Wait to see if they return. Come back to the forum if you need more info after the buyer returns your item.

Below is a link about how to handle refunds/returns. Keep us posted on your progress. Good luck!

https://www.ebay.com/help/selling/managing-returns-refunds/handle-return-request-seller?id=4115