Problem Buyer - How to Handle

[emptycloset]

Buyer purchased vintage kitchen item from me. Before the sale, she negotiated a lower price and a lower shipping cost. (My first error.)

Once received, she started finding complaints with it. First she said it contained "random screws or something." Then she amended it to "Bolts." My photos clearly showed nothing of the kind. Eventually I came to understand that she was referring to the factory-installed feet on this item, which hold it level on the table. (My photos clearly showed this feature, incidentally.) When I offered her this explanation, she agreed that it made sense.

But then she complained that she had not realized the extent of the light rust on the item, which was photographed clearly in the listing, AND described accurately.

Next she claimed general disappointment with the item, at which point I offered a full refund after return.

No, she didnt want that -- she wanted a discount and to keep this pestilential item.

Even after I agreed to this, she has continued to complain, sending inscrutable photos that she claims show "chips" in the item. (Her photos show a copper colored item -- the sold item was black.)  

What more can I do? I understand ebay always sides with the buyer. I really feel that nothing will satisfy this buyer and I will never be rid of her.

Any suggestions?

[ebooksdiva]

Tell your buyer if they are unhappy with the item to open a return request and return it for a refund. Then discontinue further communication. 

[uniquebargains3]

It sounds like you’re dealing with a challenging buyer. The first step is to ensure you’ve documented everything. Keep a detailed record of your communications with the buyer, including all messages, photos, and explanations. Save screenshots of the original listing, especially the photos and description, as these are critical in demonstrating that the item was accurately represented.

When communicating, remain calm and professional. Avoid emotional responses, even if the buyer is being difficult. Stick to the facts and clearly reiterate what was described in the listing, the condition of the item shown in the photos, and the steps you’ve already taken to address their concerns, such as offering a refund or providing a discount.

Consider reaching out to eBay’s customer service to explain the situation, providing them with the evidence you’ve gathered. While eBay policies often favor buyers in disputes, presenting clear evidence that the item was as described in your listing can help your case. It’s important to approach eBay proactively rather than waiting for the buyer to escalate the matter.

Set boundaries with the buyer by politely but firmly stating that you’ve made every reasonable effort to resolve the issue, including offering a return and issuing a discount. Explain that, per eBay’s policies, the matter is now resolved. If the buyer continues to demand more, you may need to wait for eBay to step in and make a final decision.

If the dispute is resolved, consider blocking this buyer from future transactions to prevent further issues. After this experience, it may also help to avoid negotiating discounts on both the item and shipping in future transactions. Ensure that your listings are as detailed as possible, describing any flaws clearly, and include photos that show the item’s condition comprehensively. Making it clear in your listings that all sales are final unless a return is initiated can also help set expectations.

You’ve already done more than what most sellers would to resolve the issue. Unfortunately, some buyers are unlikely to be satisfied no matter what you do. Trust that your professionalism and thoroughness will protect your reputation, and focus on your future sales.

[chapeau-noir]

Since you've already identified your first error (doing business with this person to begin with), I would say that if she is not satisfied with the item, please return for refund. Be pleasant but definite that that is her option. After that, cease communication.

I would not go into details of the listing, etc. etc. It won't do any good. CS won't do any good - I don't know whether the above post is AI or not, but just no. "If the buyer continues to demand more, you may need to wait for eBay to step in and make a final decision." Is the worst advice ever. Just offer a refund upon return, politely. 

These chiselers will never give up until they get what they want for nearly free.

Also, don't let feedback lead you by the nose. Doing the right thing is the most important, and serving your buyer with a prompt refund upon return of this "pestilential item" (I'll have to remember that) is the right thing. 

[mam98031]

@emptycloset 

In my experience when you get a buyer that flatly turns down a full refund upon the return of the item, they are trying to bully you into a refund of some sort without a return.

What I do is keep it simple.  I send them a message similar to what you did.  I say that I understand you aren't happy with the item.  Please file a Request for return and I will accept it and issue you a return shipping label.  Once I receive the item I will send your refund.

If they email be again trying to get me to just send them some money, I simply rinse and repeat the earlier email.  They either go away after a couple of tries or they file for the return.  The vast majority of the time, they just go away.

[gurlcat]

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@emptycloset wrote:

I really feel that nothing will satisfy this buyer and I will never be rid of her.

Any suggestions?

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This will sound facetious (it's really sincere), but what do you actually fear?   Your relationship with this buyer will inevitably end, you will be rid of her one way or another, so what would you consider the worst case scenario in the end?  -Your answer is pivotal to what suggestions would satisfy your request of them. 

EDIT: Looking now at your Sold's, I make two observations:
1. You must have the most 'ME WANT' -triggering array of items I've ever seen.  Where do you get so much cool vintage stuff????
2. I don't see any vintage kitchen items, and I looked at all 3 pages of viewable results.  Do you have multiple accounts and the one you're posting with here is not the one from which you sold the item in question?  Or was it a sale from further back than September 13th? 

[terrycece62]

This customer will continue to complain about their item until she gets it for almost free. (imo)

I suggest you simply stop communicating with her except to say "please return this item for a full refund if you are unhappy" because as already stated by another poster this person is just fishing for more discounts at this point you have done enough.  

[mam98031]

Put them on your Block Bidder's List [BBL]

https://www.ebay.com/help/selling/resolving-buyer-issues/blocking-buyer-ebay?id=4082

[pickapaper]

@emptycloset  wrote:  

"No, she didnt want that -- she wanted a discount and to keep this pestilential item.

Even after I agreed to this, she has continued to complain, sending inscrutable photos that she claims show "chips" in the item. (Her photos show a copper colored item -- the sold item was black.) "

Did you already give her a partial refund?  

[cityslickercreations2004]

As others have stated, she needs to open a case with ebay and follow their procedure. That should basically be your mantra with this buyer. You do not need to defend or explain yourself. Just remain professional.

She is so "unhappy" with her purchase that she refuses to return it for a refund after negotiating a lower price.

Frankly, I would be too embarrassed to pull a stunt like that.

[ebooksdiva]

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@pickapaper wrote:

@emptycloset  wrote:  

"No, she didnt want that -- she wanted a discount and to keep this pestilential item.

Even after I agreed to this, she has continued to complain, sending inscrutable photos that she claims show "chips" in the item. (Her photos show a copper colored item -- the sold item was black.) "

Did you already give her a partial refund?  

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@emptycloset No, do not givethe buyer a partial refund. Ignore further messages and block. 

[terrycece62]

Someone who refuses full refund and then accepts a partial refund then continues to complain is a customer looking for free stuff period

immediate "red flag"

I know they are a pain to deal with

Thank goodness most customers are great in my experience

Please come back wth a update 

You do have some very cool items by the way

Merry Christmas

Happy Holidays

[silvervintagephoto]

Anytime a buyer asks to negotiate at the beginning, I know that they are likely to be a headache and WAY more likely to open a return on the flimsiest pretext. Such a move usually reflects an entitled and/or unethical mindset on the customer's part, and  it's simply not worth the time or effort dealing with that sort of buyer.

My solution is to simply tell them the price is the price, absolutely no haggling, and that if I -had- been open to it, I would have put the Best Offer option on the item.

Serious buyers will usually buy the item anyway, and the cheapskates and scammers will move on to the next person to hector.

[whatmorefabric]

My SIL is a master scammer.     She will buy a coffee table from say Wayside,  and when it gets delivered,  uses a washable marker and complains it was scratched.    She gets the coffee table free

She will negotiate for lower prices and than when that fails,  complains that it is damaged.      A little extra discount will help the problem.     You would be amazed at how many people just refund.  

On Amazon,  she will complained that the item was not delivered.      She will request a replacement and get another item free.     If you do not have the customer sign for an item,    Amazon does not consider it delivered. 

This is just another person looking for a little extra off.

Have them return it.

[grand-and-glorious-purpose]

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@emptycloset wrote:

Any suggestions?

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Return for refund and BBL. 

Do not give a partial refund. You will get a negative or a neutral but so what...you can't avoid these kind of buyers forever.