Negative feedback: Problem when blocking the buyer, everything was blocked and I didn't know.

[cristian3_6]

Hello, I think I made a mistake. A few days ago, I sold a box of jewelry, and the buyer told me it was all junk, with only one item worth $15 and the rest broken. I responded asking how we could resolve this, and then I blocked him. I waited for a response, but I didn't receive one. What happened was that when I blocked him, I also blocked him from sending messages. I didn't know that blocking someone blocks everything, even messages. It wasn't like that in the old system. Now he's left me negative feedback, saying he sent a message to return the items, and I never responded. I called eBay customer service, and they said they didn't see the message because I blocked him, and that they'll send the report now. What can I do in this situation?

[chapeau-noir]

What I would do: Unblock and then write the buyer, apologise for your inadvertent mistake (don't tell them they were blocked, that won't help). Then offer what you were going to offer to begin with, or ask him to file for a return. 

Leave the feedback completely out of the picture - I know it's staring you in the eye and is frustrating, but it needs to not be a bargaining point. IMHO, a businesslike response pointing to resolution is the better way to go about it (unless the buyer suggests that they're willing to revise it, which would be great).  

[albertabrightalberta]

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@cristian3_6 wrote:

Hello, I think I made a mistake. A few days ago, I sold a box of jewelry, and the buyer told me it was all junk, with only one item worth $15 and the rest broken. I responded asking how we could resolve this, and then I blocked him. I waited for a response, but I didn't receive one. What happened was that when I blocked him, I also blocked him from sending messages. I didn't know that blocking someone blocks everything, even messages. It wasn't like that in the old system. Now he's left me negative feedback, saying he sent a message to return the items, and I never responded. I called eBay customer service, and they said they didn't see the message because I blocked him, and that they'll send the report now. What can I do in this situation?

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devon@ebay 

elizabeth@ebay 

kyle@ebay 

Here's another example of a communication problem when a seller blocks a buyer. 

[cristian3_6]

Hi, thanks for replying.
The thing is, when I have these problems, I block the buyer because I feel like they're lying and just want to return the items and keep the best items
But what do I do if things are missing when the items arrive? Will eBay believe me?
Why didn't they activate the automatic return system? I didn't know that blocking a buyer also blocks their email. It didn't work that way before.

[chapeau-noir]

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@albertabrightalberta wrote:

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@cristian3_6 wrote:

Hello, I think I made a mistake. A few days ago, I sold a box of jewelry, and the buyer told me it was all junk, with only one item worth $15 and the rest broken. I responded asking how we could resolve this, and then I blocked him. I waited for a response, but I didn't receive one. What happened was that when I blocked him, I also blocked him from sending messages. I didn't know that blocking someone blocks everything, even messages. It wasn't like that in the old system. Now he's left me negative feedback, saying he sent a message to return the items, and I never responded. I called eBay customer service, and they said they didn't see the message because I blocked him, and that they'll send the report now. What can I do in this situation?

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devon@ebay 

elizabeth@ebay 

kyle@ebay 

Here's another example of a communication problem when a seller blocks a buyer. 

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Yeah, that needs to go back to being communication as an opt in/out by the seller. 

[cristian3_6]

It shouldn't work like this; if I block it, it's so they can't buy from me anymore. But I don't know why the email gets blocked too. There should be an option to block the email within the email app.

[albertabrightalberta]

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@cristian3_6 wrote:

It shouldn't work like this; if I block it, it's so they can't buy from me anymore. But I don't know why the email gets blocked too. There should be an option to block the email within the email app.

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What you describe is how it used to be but eBay changed it. 

I had a case today with a problem buyer and I wasn't able to block until I knew it was over. During the 3 hours of the buyer sending dozens of unhinged messages, he would have been able to make more purchases and cause more trouble. Fortunately, that didn't happen.

[cristian3_6]

It's also suspicious if the buyer could open a return and didn't. Isn't that strange?

[gloryglorygifts]

It sounds like you did make a mistake. Why would you block someone that is reaching out to you with an order issue? I would unblock him and then apologize for your clerical error and tell him that he can return the box of jewelry for a full refund. You can also issue a partial refund should he choose to keep the box and contents.

I don't think that you will be able to get the feedback removed but maybe if you are really, really nice to him you can get him to change it after everything is resolved.

That's my two cents. Good luck and come back and tell us what you decided to do.

[cristian3_6]

Thanks for replying. The thing is, whenever I have a problematic buyer, I block them quickly so they can't buy from me anymore. The problem is, I didn't know that blocking someone also blocks them from email. So, yes, it was my fault.

I just found out today when I called eBay customer service and told them I didn't see the message he sent me because I blocked him. However, if he wanted a return, he had to open a case.

eBay should fix that by adding an option to ban purchases and another to ban emails. It's a shame this is happening when I didn't want it to.

[albertabrightalberta]

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@cristian3_6 wrote:

It's also suspicious if the buyer could open a return and didn't. Isn't that strange?

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But you have a "no return" policy and some buyers don't realize they can get a return even with that policy. Many buyers think "no returns" means no returns so they leave feedback instead.

[bashort]

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@cristian3_6 wrote:

It shouldn't work like this; if I block it, it's so they can't buy from me anymore. But I don't know why the email gets blocked too. There should be an option to block the email within the email app.

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how about this?

[cristian3_6]

Hi, thanks for replying. I have it set up like this, so what should I select?

[cristian3_6]

I have the third option unchecked. So, was the error on eBay's part? Or did the buyer not send me any message?

[stainlessenginecovers]

@

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@bashort wrote:

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@cristian3_6 wrote:

It shouldn't work like this; if I block it, it's so they can't buy from me anymore. But I don't know why the email gets blocked too. There should be an option to block the email within the email app.

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how about this?

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@bashort that's old. It's still on your 'preferences' but the 'new system' is: When a buyer is added to a sellers blocked list, communication from buyer to seller is also blocked (although we've tested it, a sellers communication can be seen by the blocked buyer)