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?

[mam98031]

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@emptycloset wrote:

Thank you, ebooksdiva, for your succinct and to-the-point suggestion. I did exactly as you recommended. And the buyer responded by opening a return request, which I approved within minutes of receiving it. I also immediately sent out a prepaid mailing label for return.

I was under the impression that this action on the buyer's part would automatically block future communication attempts from her, but evidently not so. She has continued to pm me through ebay. Therefore I  blocked her buyer ID. However, she has my business email address from my 'thank you' card with the delivered merchandise, and continues to email me at this address, claiming the item I sold her is "not functionable" in her words.

Next stop: contacting ebay regarding their "abusive buyer" policy.

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I'm not sure what lead you to believe that if the buyer opened a Return Request from you that they would then automatically be blocked.  But I'm glad you figured out that this isn't the case.

If she starts emailing your personal email address, you can block her there too.  

As for reporting her to Ebay.  Each email she has sent you has an option on it to report it to Ebay.  So you can report each email you feel is abusive or problematic.  But before you report any of them, make sure you take a picture or copy of them as once reported they sometimes disappear, so you may need them for something at a later date.

You can also report a buyer at this link.

https://www.ebay.com/help/selling/resolving-buyer-issues/reporting-issue-buyer?id=4084

[mam98031]

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@emptycloset wrote:

Yes, ma'am98031!

Yes indeed, the buyer has been added to my blocked bidder list.

Thank you for writing to suggest this. I only wish I had added her sooner, at the point when she began negotiating for a lower price for my item. That was surely a tip-off, which I was too dense to identify, that the going ahead would not be easy ...

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Please don't be so hard on yourself.  Clearly you have a buyer that is more than a bit unique and likely overwhelmed with life.  You are doing fine.  None of this is something you can control nor did you cause it.

[emptycloset]

I have a separate buying ID and no, I would not hesitate to buy from you, gurlcat. But I know how to "read between the lines" and distinguish real problem sellers from those who have had unfortunate experiences with crazy buyers. Does the average buyer have this ability? I truly do not know.

Problems with the item: here are a few of her complaints, listed in order of receipt, verbatim:

1. "I'm not really liking this one too much. It looks much better in the picture just got it today. I wonder why it looks like there's a screw or something on it odd. Do you know what that's supposed to be for?

2. I don't really understand why it looks like there's 2 screws on the cats. [Item is a vintage cast iron cornbread pan for cat-shaped muffins.] You can tell kind of from the picture. I don't know. I guess I just I'm not happy with it. I'm concerned. The rust is not going to come off. It's a little bit worse than I thought

3. It just looks like there is a screw or  something that was put on 4 of the cats on the ends. I'm not quite sure what that's for I have another one with cats on it. It doesnt have anything like that on it.

4. Actually, it's on 4 cats. I looked at it again. The cats at the end

5. I think I should have ordered it different. It looks more like a bolt

6. Either way, I'm just really disappointed. I'm not happy with it at all. I don't know what you can suggest or do."

.... and it goes on from there, for pages. 

There is nothing wrong with the object. It does not have screws or bolts in it. It is not perfect, but its flaws were noted both in the photos and description. It remains serviceable for baking muffins, or for collecting. The price was very reasonable. In fact, if the buyer does actually return it, I have another buyer already lined up.

I agree with you, that the buyer may become more angry if she does not receive a response from me. But I did warn her ahead of time that if she chose to open a case with ebay about the item, it would be the end of communication between us, and that ebay would then become her partner in the transaction. 

I offered a discount, and then I offered a full refund. If she leaves me a hateful feedback comment, I will calmly state these facts. And I will probably sell the rest of my cast iron pans at the local swap meet!

[gurlcat]

Ah okay.  I thought she has sent more messages after she initiated the return, claiming problems with performing the return (like repacking, printing the label, getting the package to her p.o. or mailman, etc.). 
But if she is still just complaining about the item itself, then it seems like she thought starting the return might scare you into "taking her seriously" - as in, refunding her money immediately, rather than after you get the item back.  I'm glad you have reported her abusive buyer behavior.  That is very important to have in place BEFORE a buyer gives a negative feedback, as it can serve as evidence if they do neg you and you request to have it removed. 

I could have done that very thing with that one neg of mine, because she had been pestering me for a partial refund (explicitly requested it, which is why I did report it as it's a policy violation, see screenshot below).  But I was glad to have her neg viewable, with my reply below, to other scammers like her.  I would rather they see it and move on to easier targets, rather than assume I'll do anything to cling to a 100% positive score.