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!

[yuzuha]

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@coolections wrote:

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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.

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Yes they did.  In their very first post: "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. "

[coolections]

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@Anonymous wrote:

He complained about the return shipping and said there's no way he's paying shipping on his dime.  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.

I'm thinking perhaps have eBay read 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? 

I'm not caving in to that.  

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@yuzuha

Nope. Reread.

[yuzuha]

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@coolections wrote:

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@Anonymous wrote:

He complained about the return shipping and said there's no way he's paying shipping on his dime.  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.

I'm thinking perhaps have eBay read 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? 

I'm not caving in to that.  

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@yuzuha

Nope. Reread.

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OP offered a full refund for the item if it was returned.  They were under no obligation to pay the return shipping when it was clearly a case of buyer's remorse rather than an SNAD.

[coolections]

@yuzuha

Not a full refund. The buyer would get $3 less than they originally paid. THAT would be a full refund.

[yuzuha]

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@coolections wrote:

@yuzuha

Not a full refund. The buyer would get $3 less than they originally paid. THAT would be a full refund.

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That $3 would be for the return shipping, which, again, OP is under no obligation to pay for a remorse return.

[luxe_auto_parts]

We recently have faced the same situation. One of the buyers has started complaining about package he got his order in. He claimed he was very disappointed with purchase, because the item has been delivered (BTW, even earlier than was stated) and packaged into bubble wrapping package, but not in the original package (the listing never said it was in the original package nor the pictures showed). It **bleep** me off and I replied him with sarcastic message in which I asked if the package was the only problem. He replied then I should have more respect to him of something like this and has opened the return case in which has stated he got NOT new product. He left the negative feedback immediately after this and has dissapeared and stopped responding for our messages. Yes, I realize It was my bad I haven't had enough patience and could reply to him with in "polite" form. To summarize, I can say we have provided him with a high quality product with !the lowest! price on whole ebay site (even cheaper than similar item from China), with 3-day delivery service and still haven't matched his expectations. We've immediately report the buyer, but ebay support team is sloooooooow like a sloth. I assume we ran into some kind of everytimedissapointedandrycustomer. ) We can't do much about this, but for a future I decided not responding for such claims.

And yes, the sellers on eBay are like those nerds in school which have been bullied by the buyers. =|

[findatreasure.store]

Hi, just wanted to put my 2-cents worth in. By all means give the buyer what he wants. $20 is nothing to loose for NOT receiving negative feedback. Just refund him kindly and tell him to keep the item. Here's my take on it as a buyer as well as a seller. I am upset when an item is delivered to me not as described, damaged (because it wasn't packed properly) or the wrong size or color, and I have to bear the burden of making a return request along with posting pictures I had to take, boxing it back up, printing out the label, driving to the post office to mail it back and so on. I feel as if I shouldn't have to work because the seller made the mistake. Of course I would never demand the seller to pay for shipping if I just didn't like it or changed my mind.  So, now back to your problem. Your buyer did claim it was the wrong item so see why he might have been mad when you told him to spend his own money to send it back? I just have to play devil's advocate here. Clearly the buyer is wrong in all our eyes, but maybe he REALLY did think you made the mistake and sent him the wrong item because he can't read correctly-needs glasses maybe, I don't know.  Some people just don't handle things the way we would want them to and that's the risk we all take selling (and buying) on ebay. I myself have no negative feedback (knock on wood) because I heed to the policy that "THE BUYER IS ALWAYS RIGHT" and in doing so have given away some "freebies" in the process, but it's worth it to me. Hope this helps.

[findatreasure.store]

I am so sorry, I misread the original and thought the buyer said the seller sent the wrong size. My bad, but please use this reasoning for any buyers that do try to make a return claiming it was the sellers fault but really it was theirs for not reading the listing correctly. Thanks

[tunicaslot]

I like tak's response and use something similar. I have a neg about to roll off and just got a neutral - with no contact from buyer because she didn't like the color - clearly seen in th photos. I'm not afraid of a neg or a neutral as there will always be buyers you just can't satisfy and even if you accept a return - they can and sometimes do still leave negative or neutral feedback. 

My response will tell future buyers - that I'm polite, have acted appropriately by offering a return and reinterate the fact I do take returns.

Buyers like sellers have to take responsibility for their mistakes.

[rlduke0348]

Just Ignore it. Keep doing what you do. Everyone gets negative feed back from disgruntled consumers. I had my own tax business until I retired and I'll give you this for free: The buyer is never wrong - no matter how wrong he/she is. If you kept your part of the deal then the buyer will complain anyway. If you tried to make it right - it's not right enough. Partial refund? DO NOT CAVE!

[missjen831]

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@coolections wrote:

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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.

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I guess we all read a different opening post @coolections because the OP very clearly states in the opening post that she told the buyer to return for a full refund. 

[missjen831]

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@coolections wrote:

@yuzuha

Not a full refund. The buyer would get $3 less than they originally paid. THAT would be a full refund.

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A full refund doesn't include return shipping. A full refund is a refund of the item price + Shipping. 

[Anonymous]

Hello everyone and thank you for all the replies and suggestions.  I appreciate also hearing from those who shared your own similar experiences. 

I still haven't tried my luck calling eBay to see if they'd remove the feedback.

I like the suggested responses to the negative feedback, if I can't get it removed.

Buyer feedback revision crossed my mind, but in this case I think it would be a VERY slim chance of that happening, considering the buyer's attitude.  

It is odd that the very first message the buyer sent was nice and simple, that he "would like to return the item".    Then after I responded cheerfully welcoming the return, he replies in a completely livid tone, refusing to return, citing the return postage cost.  

It makes me wonder if he really even wanted to return the item in the first place.  Maybe it was just a tactic, hoping that I'll offer to send a longer length of the same item, or to offer a partial refund. 

I remember there's a regular poster here (is it the dog who ate my tablecloth?) who always references Hanlon's Razor and the saying, "never attribute to malice that which is adequately explained by stupidity".  

[fenris_st_germain]

I would put a response to the feedback that points out the buyer didn't read the listing or something of that angle. Since you did nothing wrong as a seller I would contact ebay and ask them to have the neg removed since you did nothing wrong. They can read the eBay messages and see what took place. Sometimes those messages are the best proof that you did the right things or when a buyer is behaving dishonestly.

[missjen831]

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@Anonymous wrote:

Hello everyone and thank you for all the replies and suggestions.  I appreciate also hearing from those who shared your own similar experiences. 

I still haven't tried my luck calling eBay to see if they'd remove the feedback.

I like the suggested responses to the negative feedback, if I can't get it removed.

Buyer feedback revision crossed my mind, but in this case I think it would be a VERY slim chance of that happening, considering the buyer's attitude.  

It is odd that the very first message the buyer sent was nice and simple, that he "would like to return the item".    Then after I responded cheerfully welcoming the return, he replies in a completely livid tone, refusing to return, citing the return postage cost.  

It makes me wonder if he really even wanted to return the item in the first place.  Maybe it was just a tactic, hoping that I'll offer to send a longer length of the same item, or to offer a partial refund. 

I remember there's a regular poster here (is it the dog who ate my tablecloth?) who always references Hanlon's Razor and the saying, "never attribute to malice that which is adequately explained by stupidity".  

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It sounds to me like he wanted a refund without a return and may be used to sellers immediately bending over backwards and give him one. And he resorts to bullying those who don't immediately cave in.