Problem with buyer over missing piece

[letergo]

I sold a small china figurine of the king of hearts, Walt Disney classic collection, new in box, never taken out.

Buyer states it did not contain the wand in the king’s hand.  I apologized and told her to please return for full refund including return shipping.

she said no she would keep it, but would I take $10 off.  I said again, I will be glad to give full refund. 
She said, I found a little bag which should’ve contained the wand, so she’s sure that it had somehow gotten left out.  I honestly don’t  believe anything was missing, but would never accuse someone of lying.

After I told her to please return, she said “Now I need to rethink keeping the king and writing a truthful review.” 

I feel like this is a threat to give bad or neutral feedback because I didn’t agree to the price reduction.

is there anything I can do?

[wastingtime101]

Report the buyer for demanding something not included in the listing > partial refund.

Mention feedback extortion in the report.

If she leaves neg feedback, you can attempt to get it removed, but you’ll want that report on file before you do.

If you can’t get it removed you can always leave a calm, professional reply to negate its effect.

You may want to add the buyer to your blocked list. Note if you do this it will also block all of her messages and she will think you are ignoring her.

Hi kyle@ebay - great example where a seller would want to BBL but keep messaging open.

[inhawaii]

I wouldn't worry about something that MIGHT happen.

[eastern_standard_time]

Yep, she's angling for a price reduction and keeping the item. Well done on sticking to your guns; I hate these people, and have encountered more than a few myself. The last one I had went quiet when offered a full refund for some made-up fault he'd asked for a partial refund on, but yours seems intent on pushing it with feedback extortion.

As wastingtime says, report her now but leave blocking her until the case reaches its conclusion, which will hopefully be a resounding win for you!

[ittybitnot · Accepted solution]

 Walt Disney classic collection, new in box, never taken out.

@letergo 

FWIW, if this is the item you sold on May 8, it shows a photo of the figure out of the box holding a wand with a heart.  Your only other photo is of the front of the box and shows the figure with the same wand.   

Not to say the buyer isn't  lying about it being missing, hopefully you at least looked inside the box if you snagged  a stock photo from someplace else.  

In the 24 years I sold here, I always did the same as you "return for refund".  In addition, I never let the possibility of a red donut review influence my business decisions.  I always liked money better than green donuts anyway.   You have to do what is best for your business model.  

Just a friendly suggestion. Ditch the AI generated descriptions (annoying drivel) in favor of more pertinent details.  

[wastingtime101]

Hah, I just looked at the listing. Wand is pretty big and it's a $100 collectible. If someone bought a $100 collectible that was missing a key piece, they generally would not be satisfied with a $10 refund. Strengthens the perception this is a partial refund fisher using feedback extortion to try and get the seller to cave. Hate behavior like that.

Curious @letergo - go to the buyer's feedback page, click to see all at the bottom if you're on the condensed summary page.

What does their feedback left for others look like? Do you see a lot of negs? If you don't see the feedback left for others tab you may need to click a link to switch to classic view.

[letergo]

Thanks so much for taking the time to respond.  
I just kept asking her to return, but it sounds like she wants to keep it regardless of the supposedly missing piece.  I appreciate your perspective.

As far as the AI generated description, I've actually found this to be very helpful with my Disney items.  People who collect these things already know what they're looking for, by and large, and don't need any type of description--- since I have to put SOMETHING in that box, I've found the AI auto-fill very helpful.

I will add things like "box shows signs of wear" or correct something in description if incorrect, but overall this has been a game changer in terms of how quickly I can last something.

is ther some other downside to it that I am missing?

thanks again!

[letergo]

Thanks so much for your reply.  Yes I plan on blocking her as soon as this transaction is over, one way or another.  I honestly don't believe the piece was missing--- as someone else pointed out, if that were the case, she would want more than $10 refund.  

I just continue to repeat, "So sorry, please return for full refund including return shipping," but it sounds like she's going to keep it, and then give me "honest feedback."

Hopefully if she dings me (for ANYTH8NG, including not as described) I can report her and have it removed.

[letergo]

Thanks so much for taking the time to reply!

[letergo]

This was a great suggestion--- unfortunately her only feedback is from a seller who gives her kudos (one seller) so apparently it's not an oft-used account unfortunately

[letergo]

I wouldn't comment on something that in no way adds to the conversation.

[albertabrightalberta]

---

@letergo wrote:

As far as the AI generated description, I've actually found this to be very helpful with my Disney items.  People who collect these things already know what they're looking for, by and large, and don't need any type of description--- since I have to put SOMETHING in that box, I've found the AI auto-fill very helpful.

I will add things like "box shows signs of wear" or correct something in description if incorrect, but overall this has been a game changer in terms of how quickly I can last something.

is ther some other downside to it that I am missing?

---

I don't sell this type of collectible item so I can't say for sure that your buyers prefer AI descriptions to actual accurate descriptions of the item. (For the items I sell, it's a lot easier to be "accurate" in my description when I'm looking at and describing the item as it sits in front of me.)

But also, keep in mind that not every buyer is an experienced Disney collector and may not know exactly what the items look like, come with or how they're packaged. So again, detailed descriptions can help those buyers as well as (IMO) add credibility to you as a seller for caring enough and taking the time to prepare a listing. 

And in line with writing your own descriptions, I'd recommend losing the stock images and taking your own pictures of the actual item. 

By your own admission, your item was "new in box, never taken out" so you can't say for sure that the wand was in the box. Even brand new unopened items can be missing parts, but having never opened or looked at your item, you can't know whether it was missing the wand. 

Had you taken pictures of the actual item, you would have shown EXACTLY what was in the box and/or you would have noticed if it was a manufacturer error and was missing a piece. 

FWIW, a $10 discount isn't going to make a missing wand show up and I don't necessarily believe your buyer but there's no proof otherwise. "Return for refund, return for refund, return for refund." 

*Off my soapbox now.*

[reallynicestamps]

and writing a truthful review.”

Feedback extortion.

You just won the Claim.

You have every right to demand return before refund, even if you have a No Returns policy.

[reallynicestamps]

@letergo I've found the AI auto-fill very helpful.

Rewrite it in your own words.

Keep the rewritten description in a text document on your desktop or as part of your template.

AI turns off a lot of people especially when it has glurge like this.

Immerse yourself in the whimsical world of Disney with the WDCC Alice in Wonderland King of Hearts figurine. Titled "And the King," this 1999 Walt Disney Classics Collection piece captures the regal essence of the iconic character, meticulously crafted to stand at a proud 5 inches. A true gem for collectors, this figurine is a testament to the enduring legacy of Disney's storytelling. Crafted with care in Thailand, this piece is a part of a beloved franchise that continues to enchant fans of all ages. The intricate details and vibrant colors bring the character of the King of Hearts to life, making it an exquisite addition to any Disneyana collection or as a standalone display that brings a touch of fantasy to any setting.

Or

WDCC Alice in Wonderland King of Hearts. 1999. ClassicCollection. 5" tall. Made in Thailand.

New in never opened box. (Stock picture of contents.)

How does your AI read on a phone?

[letergo]

You are so right! The AI description is really clunky and overwrought compared to the concise shorter one, esp if being read on a phone. THANK YOU.

One more thing, if you've got a sec----I heard back from my buyer and she say the only reason she's not returning it, is because she doesn't have an iphone, so she can't take a picture it, and she said Ebay requires her to take a picture if she plans on returning.  Is this true??