Is there any need to reply to this buyer?

[bigdeals.etc]

A buyer messaged me earlier today saying they bought a Black and received a Red. They sounded pretty upset and "lecture-y" saying how much of an outrage this was. They demanded a refund and free return postage. I checked and they did indeed purchase a Red. I confirmed this in many areas... they are mistaken of the color they ordered. I have free returns and auto-accept rules though.

So I was biding my time trying to figure out how to get this person to not file a false SNAD and still be able to give them the discounted return postage. Before I knew it, the buyer sent another message basically repeating herself again and lecturing me how to sell my items (stop deceiving buyers). Threatened that if I don't answer them they will leave me a negative. Immediately after that message was sent, the buyer filed a false SNAD return which got auto-accepted. The buyer has the free return postage as they wanted and will get a full refund upon item arrival.

Do I even need to reply to this buyer's messages anymore? I feel it will only make things worse if I tell her she did in fact purchase a Red.

Oh yea... and of course... report buyer and BBL... I'm on it!

[mypostingid15]

I would just tell them that's the color they ordered and to review their purchase, if they need an exchange, I would be flexible.

[castlemagicmemories]

You do seem to be between a rock and a hard place. On the one hand, a response may only exacerbate the issue. On the other hand, if you don't respond, she may think you are ignoring her and that will not sit well.

Maybe just respond and say you are sorry she is unhappy, but records show that she ordered a red, and that you are committed to her satisfaction and will be happy to refund upon return of the item.

Just some thoughts.

[bigdeals.etc]

I guess the question is when buyers file a return request and it gets accepted, do buyers consider that as a "seller response"?

Yea, I'd rather not rile anyone up if I don't have to. Buyer is currently getting everything she asked for. The "response" issue could be a gray area though. But she won't like what I would have to say about the color. I guess I could just reply and don't even mention the color... essentially admitting to fault. That'll leave a bad taste in the mouth, huh. haha.

[ed8108]

Yeah, I think it advisable to inform the buyer that red was the color that was in fact ordered, but worded politely and not confrontationaly. 

[juststuffisell]

I think your mistake was not promptly responding. Had you responded asking the buyer for a few moment to check, you may have headed off a hassle. Assuming...lol...this is not a mental case buyer - buyer obviously did not realize or remember order red. Correcting her and providing her the details with a polite note saying she could return it for a exchange would have created a very good experience for them

Now they are just downright salty. Now you do need to block. Report to ebay. If she leaves a negative, you'll be able to get it addressed without issue. Because she filed a snad on false pretense, you might even be able to snooker an ebay agent out of some shipping cost 🙂

Cheers

[coffeebean832]

Take a screenshot of her order and circle the part that shows color- attach it to your reply:

Dear Buyer,

I'm sorry you're not satisfied with your purchase. A record of your order is attached for reference. Please return the item for a refund- a return label has already been provided through the return request.

Sincerely,

Seller

[bigdeals.etc]

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@ed8108 wrote:

Yeah, I think it advisable to inform the buyer that red was the color that was in fact ordered, but worded politely and not confrontationaly. 

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That's the tricky part though isn't it. Polite and non confrontational is subjective. I'm sure you can already guess I have failed at this before (with screenshots and everything). Only got met with denial and  slapped with a neg anyway. Luckily they already dropped off awhile ago.

[bigdeals.etc]

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@juststuffisell wrote:
Because she filed a snad on false pretense, you might even be able to snooker an ebay agent out of some shipping cost 🙂

Cheers

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What? Really? I've never heard of that before. Has anyone successfully done this? I mean not that I would, since I have free returns anyway.

[bigdeals.etc]

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@coffeebean832 wrote:

Take a screenshot of her order and circle the part that shows color- attach it to your reply:

Dear Buyer,

I'm sorry you're not satisfied with your purchase. A record of your order is attached for reference. Please return the item for a refund- a return label has already been provided through the return request.

Sincerely,

Seller

---

Thanks for the tip. Eh, maybe I'll give it a shot. What am I afraid of anyway... a measy few negatives?? I eat negs for breakfast!

[arun7500]

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@bigdeals.etc wrote:

A buyer messaged me earlier today saying they bought a Black and received a Red. They sounded pretty upset and "lecture-y" saying how much of an outrage this was. They demanded a refund and free return postage. I checked and they did indeed purchase a Red. I confirmed this in many areas... they are mistaken of the color they ordered. I have free returns and auto-accept rules though.

So I was biding my time trying to figure out how to get this person to not file a false SNAD and still be able to give them the discounted return postage. Before I knew it, the buyer sent another message basically repeating herself again and lecturing me how to sell my items (stop deceiving buyers). Threatened that if I don't answer them they will leave me a negative. Immediately after that message was sent, the buyer filed a false SNAD return which got auto-accepted. The buyer has the free return postage as they wanted and will get a full refund upon item arrival.

Do I even need to reply to this buyer's messages anymore? I feel it will only make things worse if I tell her she did in fact purchase a Red.

Oh yea... and of course... report buyer and BBL... I'm on it!

---

Sorry to inform you, but if you listed only red and black, but the buyer thought they were getting purple, then you lose. They will eventually file a SNAD, this message is the usual precursor to the partial refund scam. Hoping you'll fork over 99% to make things right, followed by a return through Paypal 31 days later. 

[coolections]

Maybe send her a polite note saying you will gladly refund but let here know she accidentally ordered the wrong color and add a copy snapshot of the invoice of what she ordered. Maybe she will see proof that she messed up and offer to pay the return shipping ?

[castlemagicmemories]

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@bigdeals.etc wrote:

I guess the question is when buyers file a return request and it gets accepted, do buyers consider that as a "seller response"?

Yea, I'd rather not rile anyone up if I don't have to. Buyer is currently getting everything she asked for. The "response" issue could be a gray area though. But she won't like what I would have to say about the color. I guess I could just reply and don't even mention the color... essentially admitting to fault. That'll leave a bad taste in the mouth, huh. haha.

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Hard to know what this buyer is thinking.  I'm just afraid no response would tick her off and make her think you couldn't care less, but a response could irritate her as well.  Maybe leaving out the color factor, as you mention, might be the best thing to do.  Just a simple, sorry you are unhappy.  Will be happy to refund upon return of the item.  Thank you.  would work.  I don't envy your situation.

[castlemagicmemories]

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@bigdeals.etc wrote:

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@ed8108 wrote:

Yeah, I think it advisable to inform the buyer that red was the color that was in fact ordered, but worded politely and not confrontationaly. 

---

That's the tricky part though isn't it. Polite and non confrontational is subjective. I'm sure you can already guess I have failed at this before (with screenshots and everything). Only got met with denial and  slapped with a neg anyway. Luckily they already dropped off awhile ago.

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Very subjective.  Given the situation and this buyer, it seems you are between  a rock and a hard  place and whatever you say could be considered wrong.

[castlemagicmemories]

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@bigdeals.etc wrote:

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@coffeebean832 wrote:

Take a screenshot of her order and circle the part that shows color- attach it to your reply:

Dear Buyer,

I'm sorry you're not satisfied with your purchase. A record of your order is attached for reference. Please return the item for a refund- a return label has already been provided through the return request.

Sincerely,

Seller

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Thanks for the tip. Eh, maybe I'll give it a shot. What am I afraid of anyway... a measy few negatives?? I eat negs for breakfast!

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With maple syrup, butter, and orange juice!