Partial Refund Chargeback Customer from Hell

[vintagecraze50]

So today I get a customer demanding a partial refund or else they WILL go to their CC for it. I tell them return for refund before they hit the chargeback option, then Voila! There is the chargeback for a partial refund amount. Oh yes, I reported them, Oh yes, I told them we do not do partials but would have gladly refunded with the item returned. Now we wait and see what happens next with the chargeback. This stuff more frequently happening on here. 

[7794heather]

What was wrong with the item-did they say in their demand? Sorry this is happening. Sometimes people stink!

[mr_lincoln]

Wow @vintagecraze50 , that's crazy ... so all they did was just outright DEMAND a partial refund with no other statement?  I might consider calling eBay, they are "supposed" to be protecting Sellers and  fighting for them in a Charge back situation ... wonder if its true ...

[vintagecraze50]

The buyer did not read the description we had and thought they were getting something that would have cost at least 2 x the amount we sold it for. I go to their feedback left for others and see they have pulled a few of these with other sellers in the past with the negs and the seller responses back, such as blah, I never received this, blah. If we saw this before we sold it we would have blocked buyer but we sell buy it now so we could not see this before it was sold.

[dhbookds]

what reason did they give for demanding the refund....?????

[vintagecraze50]

Yeah, They were thinking they got something other than what we described in the listing, or whatever, who the heck knows with this stuff. They sent a message saying they will go to their CC if I do not give them the partial. I quickly responded RETURN FOR REFUND. THEN THEY HIT THE CHARGEBACK OPTION. The chargeback is not for the full amount it is for a partial amount. So, I could call my concierge service and see what’s up, but I disputed the chargeback. So, we have to wait and SO will this buyer for any kind of compensation until this is resolved. I told buyer after this that we would have gladly refunded the whole amount with a return request.

[mtgraves7984]

Silly thought... but I hope the partial + $20 is less than what a full refund would have been? Were it to go south?

[vintagecraze50]

They thought they were getting something other than what we described in the listing. Absolutely can happen here and if that does happen we quickly respond and tell them to return the item. This one wants to keep The item and get 60 something dollars back in a partial. I refuse to do this stuff, under this circumstance.

[vintagecraze50]

You know I have had few of these, and on them the seller protection kicks in especially for the “did not recognize charge” one’s. Mostly I am told by CS concierge that even if the CC company awards the chargeback it can still be challenged and the seller protection covers these. I have not yet had someone do a PARTIAL chargeback with a not as described so I do not know about these. With the extortion message maybe this will go in my favor. Do not know yet.

[vintagecraze50]

Yeah we think it might be worth it, to not cave in to these people when they demand this stuff. Silly me, I sell here to make money not loose money. LOL!

[katzrul15]

@vintagecraze50 

Chargebacks are usually not "win-able" on here, unfortunately.

However, on the last we had, we reached out to e-Bay on social media after we reported the Buyer (which you have done) and asked them to assist us in working to defend the Chargeback and demonstrated to them that we had, IN GOOD FAITH, worked to resolve things with the Buyer calmly and professionally and that the buyer was not reasonable, etc.

(5) eBay for Business | Facebook

First - we did not prevail.  We lost, just as others on here predicted.

As soon as we did not win, I reached out again on social media and indicated that I thought it was not fair and shared specifically "why" I did not think so.  I did not do a "formal" appeal, but I did "appeal" the CS on Facebook that I thought I was in a "lose/lose" and that it was unfair as a Seller to be placed in that situation.

Within 2 days of the 2nd email, I got an email from e-Bay letting me know that I was being given a courtesy refund of the monies lost + the $20.

With that said - we lost so many of these this year and only (1) time did e-Bay make us whole.  But, I do think because I kept reaching out and explaining why it was not correct that the Buyer prevailed that they worked to make us whole as a Seller.  It was also the smallest chargeback we had of all of them, but honestly, it could have been $1 + $20 fee and I would have been delighted.  Mostly, because someone "heard" me finally and they worked to try to offer a compromise.

I would reach out now on social media and ask them to assist you in working to prevail on this.  If you do not, email that same individual back and continue your plea for assistance.  

I wish you good luck (sincerely) on this and hope you can find a resolution that makes sense for everyone involved.  Good Luck!!

[vintagecraze50]

Thanks Katz. You are so very helpful on here. 

[downunder-61]

Yeah, fight this one to the death!

You have the messages, C & P them and upload them in the one document you are allowed to submit to fight this rubbish buyer

Edit to say - Didn't realise how erked I was till I started typing, not even my problem, but so sick of hearing about these claims.gggrrrrr   Feel better now

[dbfolks166mt]

     EBay just recently put out an expanded policy regarding chargebacks and providing some limited amount of seller protection. The resolution to your case makes it appear they are standing behind that policy although it sounds like it is a lot more painful that it should be. 

https://www.ebay.com/help/selling/getting-paid/handling-payment-disputes?id=4799 

[rosachs]

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@dbfolks166mt wrote:

     EBay just recently put out an expanded policy regarding chargebacks and providing some limited amount of seller protection. The resolution to your case makes it appear they are standing behind that policy although it sounds like it is a lot more painful that it should be. 

https://www.ebay.com/help/selling/getting-paid/handling-payment-disputes?id=4799 

---

IMHO, the 'painful' part is a calculated move on eBay's part.  #1 it slows the flood of claims that would otherwise hit a fully automated process (those bots can be played even easier than eBay itself!).  But more importantly, it effectively removes the majority of the lower-dollar claims.  If you lost $25 item plus the $20 fee, but it takes you hours and hours to reclaim that loss thru the new process, odds are good that you'll just "forget it - I've got more profitable things to do".  Sometimes chasing that correction is worth the effort.  Other times you just bite your lip, calm yourself, and move forward.

What would help greatly is knowing that eBay actually does track this buyer behavior and does actually expel buyers from the site...and keeps them off.  But that's not going to happen, for "privacy" reasons.  Remember when retailers would tape bounced checks on the wall by the cashier?  eBay needs a similar 'wall'...

-Bob.