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!

[hawgryders]

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@dazzlecity wrote:

To all the sellers here who keep advising other sellers to just give them their money back - just how many times do you seriously think a seller should do that? Really? Honestly these past few months have been horrible in this regard. You can't tell me a seller who has a sterling reputation - sold thousands of items - been here for years and is still here working away is a loser seller. Ebay has taken the scammers and put them thru school.  Their very good at their craft. They know precisely how to work the system and ebay is supporting them. Is this all that we have left? Sell something - line the pockets of ebay and paypal and the post office and just get back to work. Sellers don't need to make money - just give it all away to other people. It's getting pretty ridiculous. And the demands on us just keep piling up. The hoop jumping grows almost monthly. Come on now - somebody at ebay needs to get some common sense. The sellers are not the enemy. We are supposed to be business partners. 

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As a "shooting star" I know you understand better than most what it takes to be successful --- and since you have also been here since the last century you obviously have adapted to all the changes successfully

Each seller must act in their own self-interest --- and as a small volume seller I cannot afford to be considered "buyer unfriendly" by eBay --- so I capitulate when necessary --- which thankfully is very rare ...

As I have said repeatedly, it isn't right --- but it is reality ...

[castlemagicmemories]

Good luck!

[davisracing500]

 I have got a couple just like you describe . Both of my seem like they were doing business in a street market barzar and haggling .  I have sent brand new items in package and complain of smoke ( I do not smoke ) and one said it smelled of greasy food that is offense to his beliefs . Both items were under $10 NWT and free shipping . Refused to send item back at his cost of $2.77 postage ,  My positive feed back out weighs the two negitives ,  I refused to refund until I got the item back for resale  both times . Using the negative feedback as a threat from the start is a warning sign for me now . 

[linda8129]

don't worry about negative feedback.  Feedback's are of no use.  I know a seller that received negative feedback.  She contacted ebay and they (ebay) removed the negative feedback.  No questions asked.  Contact ebay and tell them you want negative feedback removed.  I will not ever again leave feedback as it is pointless to do so.

[linda8129]

don't worry about negative feedback.  Feedback's are of no use.  I know a seller that received negative feedback.  She contacted ebay and they (ebay) removed the negative feedback.  No questions asked.  Contact ebay and tell them you want negative feedback removed.  I will not ever again leave feedback as it is pointless to do so.

[up4garbs]

I recently experienced this with someone having buyer's remorse (they didn't read surprise surprise, plus the listing said no returns).  However,  I Offered a few solutions including a return with them paying return shipping...not good enough they went into an enormous huff using profanity.   Do they not realize that Ebay can read those messages?  Ultimately I had to accept the return (you pretty much have to regardless these days) but the buyer didn't send it in within the allotted time period.  Just waiting for THAT feedback.

I always try to reply respectfully - you never know, maybe they just made a mistake.  Maybe they are reasonable.  One lady freaked out on me because she didn't understand something...only to later apologize saying she was a new mom, working on little sleep.  Been there done that right?  

Sellers don't want negative feedback, but we also don't want to be bullied (blackmail?) into having to do something that is not fair.  Ya ya, I know, that's the cost of business.  But when you're a small time seller it hurts and for some of us, we just hate the being bullied and unfairness part.  Eventually more and more unethical ppl are going to do this and make it very difficult for small sellers to sell.  Maybe we will have to wait until Ebay gets fed up with giving too many refunds.

Yes, I reported the profanity and blocked the buyer.  Doesn't matter who is right or wrong, you just don't use that language in business.