Never dealt with a buyer like this before - Need help from other sellers

[mintwares]

We sold Super Mario Bros. 2 (Nintendo NES, 1988) WATA Certified 8.5 CIB IMP Manual on September 13 and ship to buyer on September 14. Same day, buyer opens an "Item not received" case claiming we shipped his order late and wants a partial refund for making him feel frustrated. I uploaded the tracking details showing we shipped his order on time with estimated delivery on Saturday, September 16. He repeats his rant and I told him no. I will not issue him a partial refund for shipping his order on time and if he doesn't like it, he can take it up with ebay customer service.

Today, his order was delivered, and he escalated the case but later loses. Now he's upset because eBay CS sided with us. He opens a return case today, claim reason, "Doesn't match description or photos" claiming the same thing in the "item not received" case. I uploaded all the photos from the listing to the case, showing him exactly what he ordered. Next, I told him if he's unhappy with his purchase, send it back. 

His reply, "That's also a violation of your description as you don't accept returns and I plan on keeping the product since it's not that I am unhappy with the product, It's that I am dissatisfied with the variance from the shipping time that was stated by you and it shipped after 24 hours. It's not a difficult or unreasonable fix to refund me and see things through the lens of the customer."

The violation part he's referring to my comment in the case saying to return it if he's unhappy. My employees are telling me to send a return label, which means I have to eat the loss of shipping, then block buyer. Part of me wants to give into buyer demand and then block him. The other part of me doesn't want to give into buyer demand because it will invite more of his flock to rinse and repeat this pattern.

Any ideas?

[stainlessenginecovers]

1.) Stop replying to ANY more communications.

2.) If the buyer opens a 'return' ; you simply 'approve' the return and buyer must ship it back.

Until there is an 'official' return opened...see #1 above. 

[robbie31415]

You need to send a return label.

If he escalates the case asking eBay to step in and help after 3 days the request has been opened then eBay will determine you aren't doing your part. Then eBay will put it on a 5 day hold and insist you provide a label.

It's better to issue a label before they can ask eBay to step in so when eBay reviews it, the issue isn't your fault but theirs.

Because they filed an INAD case you are responsible for return shipping.

So you should accept the return, issue a label and then report the buyer.

https://spd.ebay.com/RBASellerHub

You want to select buyer misused returns.

[mintwares]

Thank you both for your responses.

stainlessenginecovers - Early on I had to block the buyer because he wouldn't stop spamming our inbox with the same rant. We communicate thru case only. He is not spamming the return case.

robbie31415 - I am aware what happens if buyer escalates INAD. Also, aware I am responsible for return shipping as I mentioned in my OP.

Question to either of you: Since "item not received" case ended in my favor. If I approve the return and send him a label and the buyer leave me negative feedback because I didn't give him a partial refund. Will it be removed because the "item not received" case said "This case will not affect your seller performance. Any feedback left for this transaction will be removed." Yes/no?

[mikeh880]

I havent any advice that id advise you take lol. i feel for ya. i can say just do your part by the book you are not going to satisfy this person unless you give them their money back and tell them to keep it because thats what they really want so id go with the first comment to begin with and end personal communication youre just feeding the monster.  

[mikeh880]

well i guess i just  came late to the party. 

[kenneth686321]

Sounds like your buyer is bluffing. He clearly wants to keep the item and is fishing for a post purchase discount. Chances are he won't even use the return label you send him and the return case will time out and close in your favour. You can get a refund on your unused shipping label. 

If you give in and issue a refund without a return then he will be more likely to try this on another poor seller.

My advice accept the return, send the return label, refund when you get your item back and block the buyer. 

Depending the type of negative feedback left you can ask Ebay to remove it. 

[inhawaii]

I totally agree with @stainlessenginecovers 

That's exactly what I would do.

[slippinjimmy]

I concur with others, if (or when) a Not As Described return request has been opened, accept the return and issue a label.

Three things can happen:

1 - Buyer actually wants the item, return label never gets used, case times out

2 - Buyer uses the label to return, you get your item back, you lose the return shipping cost

3 - Buyer wants to keep the item so they return a box of "nothing" eBay refunds them, you appeal, it gets complicated, sometimes you can win on appeal sometimes not.

If you do not accept the return, eBay will and they very well may not require the buyer to return anything, you will have no money and no item.

Maybe just maybe you can convince someone at eBay that the buyers claim you didn't ship on time would only be valid if eBay required shipping in "24 hours" which they don't (in eBay land "1 day" does not equal 24 hours, it can be as long as 47 hrs 59 min). If you attempt this route just don't take some reps "we'll take care of that",  you would want the claim  actually closed in your favor. The problem is that generally when a buyer wants to return they almost always get the ok from eBay and that will leave you with a defect and barely any chance to win on appeal if you get a "box of rocks" return.

Personally I'd be inclined to call their bluff, approve a return and issue a label.

[ajs_coins_and_alchemy]

1) Accept the return.

 --- Buyer will NOT return it, they said as much. If by some miracle they return, sell it again. Sold once will sell again.

2) Buyer leaves Negative Feedback

--- Ebay automatically removes it. Problem Solved.

----EBay doesn't automatically remove it, you attempt to get it removed. Buyer either will violate policy directly in the feedback comment rant and make it eligible for removal, or you can maybe make a case based on the B...S.... in the messages between you and buyer

3) If Neg isn't removed 

-----Leave a professional response that makes it clear to all your future prospective buyers that this person is a whack job and you are a true professional.

My opinion, a whack-job's crazy negative feedback, followed up with a professional response from the seller, is worth more than the seller having no negative feedback at all. It's a badge of honor a seller can wear and show their "true colors" in their response.

[gamersbaystore]

Its against ebay's policies to ask for partial refunds, report the buyer.

[soh.maryl]

Early on you had to block the buyer? Then how was he able to make a purchase from you again? 

[bill.purvis2012]

Yes, any negative left by this buyer would be removed if you send him the return label.  I don't think he's likely to return it anyway.  

[vintage-camerastuff]

This guy sounds like a real creep.  Of course he could send him a return label and he could send back a rock.  He would have to give him a complete refund and lose the Nintendo.    

[sapphire_studio]

Tell him

"I just issued you a return label. If you do decide to return this you will receive a full refund if it is in the same condition that I sent it. If for some reason the game is missing I will be recording a video of myself opening this and definitely will involve the police and USPS for mail fraud."