Return Request + Profanity + Negative Feedback

[Anonymous]

Hello all,

As the title suggests, a buyer requested a return, then responded in an angry tone, and about a week later left me negative feedback.

Here's what happened:

1. Through eBay messages, buyer asked if he could return an item.  He mistakenly assumed that the item was one meter in length (not half a meter). 

(The listing clearly states the item length (50 cm / 19.6") in the title, the item specifics, and 3 more times in the description. )

2. I responded right away that we welcome returns for a full refund, and provided simple instructions on how to use the eBay hassle-free returns process.   

3. Buyer responds in a furious tone with a message filled with profanity.  He suggests that we're the "worst scummy crook seller on the planet that he'll never deal with anymore".   He complained about the return shipping and said there's no way he's paying shipping on his dime.  He further went on to complain about the item price and how he thinks he should have gotten at least 2.5 meters of the item for the price he paid.   He said that he'll just keep the item and "eat the $20" because he doesn't want to pay $3 postage to return the item.

4. I didn't respond to the buyer's angry message and just waited, hoping he'd disappear and not leave any feedback.

5. About a week later, buyer left negative feedback on Saturday 9/16.   Feedback states "misleading ad, not happy with product, not paying to ship it back on my dime."   

6. Here I am now, looking for suggestions on getting this neg removed. 

I'm thinking perhaps have eBay read the buyer's messages first, to get a sense of how unreasonable it is to expect free return shipping for a buyer's remorse return that was clearly a result of the buyer's own faulty assumptions and/or failure to read the listing details?  

It almost sounds like he was hoping for a freebie or a partial refund.  I'm not caving in to that, especially after receiving his disrespectful, profanity-laced message. 

If the neg sticks, what would you say in response to the neg? 

Thanks in advance for any suggestions!

[siayan]

I think you are at the end of it. You can report profanity in messages but I don't think that will go far. The neg will probably stick since I don't see any violations but if you call for profanity you may give it a shot.

I don't respond to negs I just try to get them buried with positives. I am not good with words but I am sure someone else can give a nice response.

[mistwomandancing]

You might respond   Size stated 5 times in listing!!!  It's up to you to READ!!!   or some such IF you really want to respond at all. 

Whether or not the buyer made any mention regarding the size/length in his feedback at all, this still lets readers know what his complaint really was, AND that none of this was your fault.  Plus, it tends to reflect back on him worse than it does on you..... 

[godzilla_goose]

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@Anonymous wrote:

Hello all,

As the title suggests, a buyer requested a return, then responded in an angry tone, and about a week later left me negative feedback.

Here's what happened:

1. Through eBay messages, buyer asked if he could return an item.  He mistakenly assumed that the item was one meter in length (not half a meter). 

(The listing clearly states the item length (50 cm / 19.6") in the title, the item specifics, and 3 more times in the description. )

2. I responded right away that we welcome returns for a full refund, and provided simple instructions on how to use the eBay hassle-free returns process.   

3. Buyer responds in a furious tone with a message filled with profanity.  He suggests that we're the "worst scummy crook seller on the planet that he'll never deal with anymore".   He complained about the return shipping and said there's no way he's paying shipping on his dime.  He further went on to complain about the item price and how he thinks he should have gotten at least 2.5 meters of the item for the price he paid.   He said that he'll just keep the item and "eat the $20" because he doesn't want to pay $3 postage to return the item.

4. I didn't respond to the buyer's angry message and just waited, hoping he'd disappear and not leave any feedback.

5. About a week later, buyer left negative feedback on Saturday 9/16.   Feedback states "misleading ad, not happy with product, not paying to ship it back on my dime."   

6. Here I am now, looking for suggestions on getting this neg removed. 

I'm thinking perhaps have eBay read the buyer's messages first, to get a sense of how unreasonable it is to expect free return shipping for a buyer's remorse return that was clearly a result of the buyer's own faulty assumptions and/or failure to read the listing details?  

It almost sounds like he was hoping for a freebie or a partial refund.  I'm not caving in to that, especially after receiving his disrespectful, profanity-laced message. 

If the neg sticks, what would you say in response to the neg? 

Thanks in advance for any suggestions!

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@Anonymous

violet*owl,

I thoroughly understand your situation and I honestly do not know IF eBay will remove the negative feedback that you received.

At the same time, I have considered wording a response to the negative feedback you received.

At your absolute discretion, please feel free to use it by copying it and pasting it as it appears since it is exactly 80 characters including spaces.

Ad is truthful. Buyer's remorse. Buyer sent VILE email; refused returns process.

This is my last post for today, so you take care now. I have real life work to do

[dhjeans]

You can try to have it removed. His claim of misleading ad is not true. You can argue that he claimed you said it was one meter in length. You have your listing show that you wrote the accurate measurements. Your return policy was clearly written.

you can try, maybe you'll have good luck!

[starroute-us]

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@Anonymous wrote:

Hello all,

As the title suggests, a buyer requested a return, then responded in an angry tone, and about a week later left me negative feedback.

Here's what happened:

1. Through eBay messages, buyer asked if he could return an item.  He mistakenly assumed that the item was one meter in length (not half a meter). 

(The listing clearly states the item length (50 cm / 19.6") in the title, the item specifics, and 3 more times in the description. )

2. I responded right away that we welcome returns for a full refund, and provided simple instructions on how to use the eBay hassle-free returns process.   

3. Buyer responds in a furious tone with a message filled with profanity.  He suggests that we're the "worst scummy crook seller on the planet that he'll never deal with anymore".   He complained about the return shipping and said there's no way he's paying shipping on his dime.  He further went on to complain about the item price and how he thinks he should have gotten at least 2.5 meters of the item for the price he paid.   He said that he'll just keep the item and "eat the $20" because he doesn't want to pay $3 postage to return the item.

4. I didn't respond to the buyer's angry message and just waited, hoping he'd disappear and not leave any feedback.

5. About a week later, buyer left negative feedback on Saturday 9/16.   Feedback states "misleading ad, not happy with product, not paying to ship it back on my dime."   

6. Here I am now, looking for suggestions on getting this neg removed. 

I'm thinking perhaps have eBay read the buyer's messages first, to get a sense of how unreasonable it is to expect free return shipping for a buyer's remorse return that was clearly a result of the buyer's own faulty assumptions and/or failure to read the listing details?  

It almost sounds like he was hoping for a freebie or a partial refund.  I'm not caving in to that, especially after receiving his disrespectful, profanity-laced message. 

If the neg sticks, what would you say in response to the neg? 

Thanks in advance for any suggestions!

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I would pobably respond to the neg FB, which I rarely do:(

"Return label issued by seller, buyer chose not to return"

And Block.

Some folks are just unreasonable and either want a freebie or nothing.:(

Sorry.

[takikawa4]

If you want to reply, do so in a professional manner. "I'm sorry you're unhappy with your purchase. You can return the item for a refund."

@starroute-us  Seller never issued a return label since this is a buyer's remorse case.

[hawgryders]

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@Anonymous wrote:

Hello all,

As the title suggests, a buyer requested a return, then responded in an angry tone, and about a week later left me negative feedback.

Here's what happened:

1. Through eBay messages, buyer asked if he could return an item.  He mistakenly assumed that the item was one meter in length (not half a meter). 

(The listing clearly states the item length (50 cm / 19.6") in the title, the item specifics, and 3 more times in the description. )

2. I responded right away that we welcome returns for a full refund, and provided simple instructions on how to use the eBay hassle-free returns process.   

3. Buyer responds in a furious tone with a message filled with profanity.  He suggests that we're the "worst scummy crook seller on the planet that he'll never deal with anymore".   He complained about the return shipping and said there's no way he's paying shipping on his dime.  He further went on to complain about the item price and how he thinks he should have gotten at least 2.5 meters of the item for the price he paid.   He said that he'll just keep the item and "eat the $20" because he doesn't want to pay $3 postage to return the item.

4. I didn't respond to the buyer's angry message and just waited, hoping he'd disappear and not leave any feedback.

5. About a week later, buyer left negative feedback on Saturday 9/16.   Feedback states "misleading ad, not happy with product, not paying to ship it back on my dime."   

6. Here I am now, looking for suggestions on getting this neg removed. 

I'm thinking perhaps have eBay read the buyer's messages first, to get a sense of how unreasonable it is to expect free return shipping for a buyer's remorse return that was clearly a result of the buyer's own faulty assumptions and/or failure to read the listing details?  

It almost sounds like he was hoping for a freebie or a partial refund.  I'm not caving in to that, especially after receiving his disrespectful, profanity-laced message. 

If the neg sticks, what would you say in response to the neg? 

Thanks in advance for any suggestions!

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The negative feedback is your reward for deciding the customer was wrong --- it is a consequence of not seeing the "big picture" when dealing with a irrational buyer ...

[southernfriedbelle]

@takikawa4, I agree. Keep it professional. Stating anything beyond this is unnecessary and can make a seller appear petty and retaliatory. When I see a  seller's response to a neg, it tells me how the seller conducts himself as a business professional. If it's something short, to the point, and offers a solution, I'm a lot more likely to chalk that neg up to a disgruntled, immature buyer, and to take a chance on the seller.

[yuzuha · Accepted solution]

I would definitely call and have them look at the listing as well as read through the messages.  They can and will take what is written in messages into account when making decisions, so the very worst that can happen is that they won't do anything.  However, since you have the length very clearly stated in the listing itself, it seems to me that that feedback is a good candidate for removal as the the part about "misleading ad" is factually untrue.

[southernfriedbelle]

"The negative feedback is your reward for deciding the customer was wrong --- it is a consequence of not seeing the "big picture" when dealing with a irrational buyer ..."

@hawgryders

I don't understand your response to the OP. The buyer WAS wrong, but the OP did the right thing in replying immediately, offering a full refund for the item upon it's return. Then, apparently because the buyer didn't like this solution, the buyer goes off on the OP, cursing included

How would you have handled this differently, and exactly how do you see the buyer being in the right in this situation?

[luckythewinner]

I'm thinking perhaps have eBay read the buyer's messages first

eBay has very specific criteria that determine whether feedback qualifies for removal. Unless you can point eBay customer service to the specific criteria that qualifies the feedback for removal, you will probably not have much luck. 

If the neg sticks, what would you say in response to the neg? 

I would not respond. I I were to offer advice to someone who insisted on responding, I would strongly urge them to reconsider.  

[hawgryders]

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@southernfriedbelle wrote:

"The negative feedback is your reward for deciding the customer was wrong --- it is a consequence of not seeing the "big picture" when dealing with a irrational buyer ..."

@hawgryders

I don't understand your response to the OP. The buyer WAS wrong, but the OP did the right thing in replying immediately, offering a full refund for the item upon it's return. Then, apparently because the buyer didn't like this solution, the buyer goes off on the OP, cursing included

How would you have handled this differently, and exactly how do you see the buyer being in the right in this situation?

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Since eBay makes the buyr "right" regardless of what happens the be3st long term solution is to agree to a full refund --- it preserves the ability to sell long term ...

[missjen831]

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@hawgryders wrote:

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@southernfriedbelle wrote:

"The negative feedback is your reward for deciding the customer was wrong --- it is a consequence of not seeing the "big picture" when dealing with a irrational buyer ..."

@hawgryders

I don't understand your response to the OP. The buyer WAS wrong, but the OP did the right thing in replying immediately, offering a full refund for the item upon it's return. Then, apparently because the buyer didn't like this solution, the buyer goes off on the OP, cursing included

How would you have handled this differently, and exactly how do you see the buyer being in the right in this situation?

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Since eBay makes the buyr "right" regardless of what happens the be3st long term solution is to agree to a full refund --- it preserves the ability to sell long term ...

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@hawgryders What don't you understand here? The seller told the buyer to return for FULL REFUND!

[coolections]

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@missjen316 wrote:

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@hawgryders What don't you understand here? The seller told the buyer to return for FULL REFUND!

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@missjen831

Going out on a limb that the person did understand before posting.  They understood because the OP did NOT tell the buyer to return for a FULL REFUND.