How to interact an angry customer

[movezest_95]

Hi good day,

I have seen many sellers having issues with some angry behaving customers. What is the best way to manage a angry customer like if the customer blame a seller without any fair reason what is the best action to get as the seller. If any one having similar experience to this please give me some advices. Thanks!

Regards,

Kasun

[luckythewinner]

IMHO you will need to be a little more specific to get anything more than general "take the high road" and "be nice" advice. 

[soh.maryl]

There are probably as many possible responses to angry buyers as there are possible transactions.

You need to return here and give all the details of the issue.  

[dhbookds]

With the caveat that there are people you can't reason with.........first thing is to acknowledge their problem and NOT go on the defensive:

You're a lousy seller........you xxxxxxx

I'm really sorry that there is a problem!  Please tell me what's wrong

NOT............I've got 1000's of positive feedbacks, you jerk.

My item doesn't work......

Oh, no! how disappointing for you........you certainly have my apologies, it did work when I tested it, but sometimes an item can "die" due to mail handling....Please open a case on ebay.  They will make a return label available to you (my expense) and as soon as the item is returned, I will issue you a FULL refund (including shipping).  Again, you have my apologies..... 

If you want more information before going that far.........  Oh, how disappointing......can you tell me how it doesn't work?  There's a possibility, I can help......

In general..........ignore all the nasty rhetoric from the buyer......he has a concern.....acknowledge it and try to talk him down into a solution oriented discussion.....  don't try to prove him wrong/or go on the defensive to prove how good a seller you are... that will just make him even angrier.  Some people think that they HAVE to be aggressive to get a solution.......others just "naturally" react with anger....

[1tuna]

this is an easy situation to deal with but some ebayers are afraid to say it

"please return the item if you are not happy with it:

@movezest_95 

[ckimodog · Accepted solution]

@movezest_95 

I don't see any sales here.  Do you sell on another ID? Are you just asking for future reference or actually have this situation at hand?  Providing a bit more info would be helpful. 

PS I'm sure you could learn more by attending the Seller school:

https://sellerschool.ebay.com/

[vintagecraze50]

Short, respectful, FACTUAL, reply to the complaint, with option for buyer to return item for refund. 

[m60driver]

At some point you should ignore them until they file an action with Ebay and then respond with the appropriate action.  If they file a SNAD then you respond accordingly.  If they file for a return then you respond accordingly.  But there is no obligation to respond in writing, especially when the buyer responds with animosity.

[movezest_95]

Hi my friend,

Yeah I am about to start selling I guess that it's better to have a good understanding about basic issues members facing here. And I will refer the link you mentioned in here thanks a lot!!

Good day.

[movezest_95]

Hi my friend,

I think that is a good solution. I really appreciate these kind of advices from a experienced one than me.   Thanks my friend.

[1tuna]

I have heard that advice often on this forum

sometimes you have to tell a buyer again and again to please return if you are unhappy