Possible Feedback Extortion.. What to do?

[cali_girl3]

I received the following message from a buyer:

"I am very disappointed. Please see the attached photos. This quality is unacceptable. However, I will wait to leave feedback until I hear from you I am giving you a chance to make this right. What will you do to remedy this?"

I am debating on what the best course of action is here. Seems to me that the buyer either wants the item for free or at a discount. I did take a glance at their feedback history to confirm my suspicions. Normally I would just tell the buyer to return for refund. However, I don't think the buyer is interested in returning the item. Plus, I am almost certain that they will open a SNAD case and I will have to pay return shipping + take a hit in my metrics (is this correct?). I am really tempted to ask the buyer what they want. If they openly ask for a discount, I can use that to have the feedback removed. So what would you do in this situation? And thanks in advance for the help! 🙂

[ersatz_sobriquet]

Not to sound harsh, but put on your big girl pants that can handle seeing that negative show up. It will not destroy your account. "I'm sorry you are dissatisfied, please open a case with ebay to have the item returned." 

Dancing around with partial refunds is a no win situation. Refuse to play. Don't be played, take the return postage hit, it's better than knowing you were pushed around and controlled by a buyer abusing the system. Your integrity is at stake here, not just the money. 

[jersey..authentix]

Sorry , but that is the way it is. So far you are just suspicious of a possible feed back. I am only hearing the buyer is not happy with the item and has contact you. Ask what the buyer would like to do. If they do ask for a discount, you can negotiate the discount or ask for the item to be returned. Ya, you will be hit with the return shipping, but that selling on Ebay

[cali_girl3]

Just want to clarify things a bit here.. I am NOT worried about paying the return shipping with the SNAD case. I am however, worried that a SNAD case will affect my metrics. Though I am not completely sure it will affect them as I've never had a SNAD case opened before, hence the "(is this correct?)". 

[slippinjimmy]

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@cali_girl3 wrote:

Just want to clarify things a bit here.. I am NOT worried about paying the return shipping with the SNAD case. I am however, worried that a SNAD case will affect my metrics. Though I am not completely sure it will affect them as I've never had a SNAD case opened before, hence the "(is this correct?)". 

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If you have never had one then getting one will have absolutely no effect on your metrics, NONE!

Unless of course you attempt to fight the return and lose (which you most likely would).

As far as feedback extortion, on eBay three things have to happen, the threat must be explicit, the buyer has to demand something like a full or partial refund without return and most important they have to actually post a negative.

"sorry, please return for full refund, open a claim through eBay to obtain a pre-paid shipping label".

That is all you need to say, repeat if necessary.

[kensgiftshop]

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@cali_girl3 wrote:

Just want to clarify things a bit here.. I am NOT worried about paying the return shipping with the SNAD case. I am however, worried that a SNAD case will affect my metrics. Though I am not completely sure it will affect them as I've never had a SNAD case opened before, hence the "(is this correct?)". 

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If buyer does file one and you accept the return without trying to fight it, it shouldn't effect your account.

What does effect your account is when buyer files one and you try to fight it or deny it and buyer ask Ebay for help.

[uniwarehousewares]

here what you need to do
1 : ask buyer to return the item, definitely if he already open return and select item is defective or arrive damage or not as describe then normally its taken against seller service metrics.
2 : if buyer refuse to return the item and leave you negative feedback, then you should report the buyer first and then reach to customer service department and let them know that you try co-operate but buyer do not want resolution and do not want return item so your negative feedback can be remove with considering defect removal from buyer side. so you will be safe.
3 : if buyer return the item so you will be paying the return shipping cost, after you receive the item check it if he used it or opened it then you can report the buyer that time and call ebay safety and fraud department to file a complaint against that buyer.
4 : if you are TRS , Then wait for the item to be return and after return report the buyer first and then you can deduct up to 50% if he file a false snad and then call ebay and you will be protected against any feedback and also seller service metrics, but make sure you report that buyer else you will not be protected plus you must be TRS to deduct 50% or must offer free returns any one of them.
5 : i will not suggest to make a deal with buyer for feedback removal , its consider extortion and eBay take this serious on seller. so let buyer return the item , if he refuse to return it then you will be protected.

bottom line, in order to get some protection for feedback and for seller service metrics, you must offer free returns or you must be a Top rated seller. it will help you in many ways from bad buyers when its come to concern of feedback or seller service metrics.

[zmoz]

Just a tip - whenever I get vague feedback extortion like that, I bait the buyer into saying something worse. As yours was written, ebay would not consider that extortion. But if it was just a LITTLE bit more specific, it would be. Try to make them angry, see what kinds of stupid things they say in the heat of the moment. If they say the right things ebay will always remove their feedback and let you keep all your money no matter what.

Also keep in mind that exactly what constitutes feedback extortion is up to the particular low paid help you are talking to. Most of them do not thoroughly understand the rules. Either demand a supervisor or just hang up and talk to somebody else, they will have an entirely different interpretation of the rules. I've gone from "NO WE ARE NOT REMOVING THAT AND THAT IS FINAL"  to "Okay, I removed that for you, do you have any other questions?" in 15 minutes just by talking to a different person.

[cali_girl3]

THANK YOU for your detailed response! It's really very helpful 🙂 I do have a few more questions/clarifications I wanted to ask you..

1. Ok this confirms my original thought. The buyer has not opened a return but if they do and say the item is not as described or defective/damaged then YES it will affect my seller service metrics. 

2. Wow.. I was not aware that buyers get a defect for feedback removal?

3. Ok I was not aware that there is a number you can call. I just use the "report buyer" button. 

4. Can you explain the 50% deduction? Is it a deduction of the total order or something else? I am a TRS but my listing did not have 1 day handling and I don't accept returns. Will I still be protected against feedback and seller metrics? Am I also able to get the 50% deduction? 

5 : I am most certainly NOT planning on making a deal with the buyer for feedback removal. That is why I posted here.. so that I would know what to do if the buyer leaves negative feedback or refuses to return the item or returns the item used/damaged.

[cali_girl3]

Great tip! Thanks!!! Not sure how I would go about baiting them or what the "right things" are for eBay to remove their feedback but it seems like I need the buyer to ask for a partial/full refund while refusing to return the item right?

[18704d]

"4 : if you are TRS , Then wait for the item to be return and after return report the buyer first and then you can deduct up to 50% if he file a false snad and then call ebay and you will be protected against any feedback and also seller service metrics, but make sure you report that buyer else you will not be protected plus you must be TRS to deduct 50% or must offer free returns any one of them."

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That is not for all TRS.

That is only for sellers who offer free 30 or 60 day returns, right?

And then...

if they send the Same item back (because they dont' like the quality)

you Can't withhold 50%.  The withholding is Only if they send something Different back, or your item back in Damaged condition.

fwiw

Lynn

[cali_girl3]

Are you sure? I never fight returns or open cases as I know they are losing battles. However, I was told that returns where items marked as not as described/defective DO affect your metrics.

[corvettestainless]

You have yet to tell us if the buyers account is accurate? what does the picture tell you? was the item used or new? Do you offer returns? 

Right away, everyone is on the 'buyer is bad guy' bandwagon.

Maybe the buyer is also a seller and trying to give you a chance to do just what they said.. "make things right". 

[iboughtit]

This is my own way of handling this rare, but not unheard of situation.  Standard reply, cut and paste, if you like.

Regret the item is not to your satisfaction.  Please return it for full refund.  If you wish to keep the item, am glad to offer a (fill in the blank $ or %) refund.   Thank you for the opportunity to remedy the situation.

That's it.  No fuss, no muss, no confrontation, no worries.   

You can offer a refund if it still works for a profit margin for you.  It avoids the hassle of relisting, and customer is happy, you are happy. You can block them afterwards, if you think they'd do it in future.  

[18704d]

"Regret the item is not to your satisfaction. Please return it for full refund. If you wish to keep the item, am glad to offer a (fill in the blank $ or %) refund. Thank you for the opportunity to remedy the situation.

That's it. No fuss, no muss, no confrontation, no worries.

You can offer a refund if it still works for a profit margin for you. It avoids the hassle of relisting, and customer is happy, you are happy. You can block them afterwards, if you think they'd do it in future."

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The seller here, said they looked at this buyer's feedback, which seems to indicate they try to get items for free and/or a discount here.

While your approach may work for you, and your approach may block them from doing this again to you...

A few of us feel it Does reward this type of bad buyer behavior..

and emboldens $$$$ them to continue it.

And they'll continue it with other sellers, because only you and the OP can block them.

Thanks

Lynn