Scammer buyers

[cosmosmusic2011]

I have 100% 4940  positive feedbacks . So this buyer claims I overcharged him on the shipping. I explained that I'm shipping from Canada not the US. Then goes on to say that I am a liar.  Then claims the CD had scratches ( which was described as VG  ) then asks to return it.I gave him a full refund and told him  to keep the CD.Then messages me and tells me quote "  And yes the DVD does play all the way through (with a laughing emoji ) the CD played fine and I used the money ebay gave me to buy something else) Then tops it off by giving me negative feedback calling me dishonest .As sellers we are faced with these type of scammers that ebay protects and does nothing about them and penalizes us who without  us sellers would not have a business.

[albertabrightalberta]

@cosmosmusic2011 

Just respond to the buyer (and repeat as many times as necessary) with "I'm sorry you aren't pleased with the item. Please open a return request and return it for a refund." 

Don't get into a back-and-forth about shipping prices. He knew the shipping up front, chose to purchase anyway and you needn't justify anything. 

[whatmorefabric]

Scamming on on line sales is the new shop lifting.     They know that Amazon encourages sellers to refund without returns.      They also know that there is no buyer protection because using a Credit Card means that sites must take returns for INR and Items not as described.

My sister in law and her kids are aces at this game.    They turn around and re sell the items and they know that unlike shop lifting,  they won't get caught and go to jail.    There are even sites that tell you how to   do it ,  what to target and who to target.

If someone complains,  take the return even if it costs you money.   You won't land on an easy target lits.

I have free return shipping,    it cut way down on the number of complaints as these buyers know that I will not refund without return.

It is part of the cost of doing business.

[mamacassidy]

I agree with @albertabrightalberta , always have them return the item. Never give a refund just because someone complains.

This guy got away with this scam because you gave him his money back without having him return the item.

And because he got away with it, he'll probably do it again and again as long as he keeps getting stuff for free.

[albertabrightalberta]

After seeing the feedback and looking at feedback policy, you might have some success in getting it removed. 

The policy: 

https://www.ebay.com/help/policies/feedback-policies/feedback-policy?id=4208&st=3&pos=2&query=Feedba...

Shipping was clearly disclosed. One of the reasons they'll remove it seems to apply: 

• The buyer is raising an issue that was correctly disclosed in the listing

[gloryglorygifts]

In the drop down menu next to your order there is a "report buyer." Click on that and report him!!!! Then, take a screenshot of their message to you and head on over to the ebay help on facebook, X or instagram. Message them, include the screenshot of the messages and your feedback, and ask them to remove it. They have misused the feedback policy and extorted a refund (even though you gave it freely, you refunded as a good faith). I would ask them to remove that feedback. I like the facebook agents the best. Send that message with the screenshots! https://www.facebook.com/ebay.

I hate people like that.

[a*river*runs*through*it]

"Said he mails from Canada and that's why a DVD cost $11 to ship. Yet the package itself was from Niagara Falls and it was NOT repackaged at Niagara."

The buyer clearly has no clue about geography.  There are two cities named Niagara Falls... one of which is in Ontario Canada. 

I'd block him just for being stupid.

[pickapaper]

@a*river*runs*through*it wrote "I'd block him just for being stupid."

The buyer even thinks "eBay" gave him the refund.  He probably tells all his friends about how to scam on eBay because "eBay" just refunds your money and lets you keep the item.  

[cosmosmusic2011]

I've done that. Waiting for a reply .

Not optimistic. Bet their reply will be " the buyer has to right to post - feedback if he feels he had a bad experience".

Sellers are paying the fees to keep them in business and they do absolutely nothing about scammers coming up with a n excuse to get your product for free.  

[gloryglorygifts]

That's why I suggested the screenshots be added to the messages. They should know about buyers like them. I hope you are wrong and get it removed! Fingers and toes crossed, but at the very least report them. If they start to do that to other sellers and the reports start to add up, ebay will remove them.

It does take them a day to get back to you so don't give up hope. Keep us posted.

[tobaccocardyahoo]

A good safety practice when listing is to identify visible defects and not rely on a buyer understanding the grading system you are using.

A less good but often effective safety practice is the use of high quality scans to illustrate the defects.

Very good condition is usually worse than a normal person might think it is.

Lowering buyer expectations is often a meaningful defensive measure.

[1786davycrockett]

@cosmosmusic2011 

Unfortunately, the eBay "grading" system is notoriously useless.

The eBay "grading" system for CDs is as follows:

Movies & TV, Music, Video Games

• Brand new: The item was never opened or removed from the manufacturer's sealing (if applicable). The item is in original shrink wrap (if applicable). See the seller's listing for full details
• Like new: The item looks as if it were just taken out of shrink wrap. It has no visible wear, and all facets of the item are flawless and intact. See the seller's listing for full details and a description of any imperfections
• Very good: The item is used but still in very good condition. There is no damage to the jewel case or item cover: no scuffs, scratches cracks, or holes. The cover art and liner notes are included. The VHS or DVD box is included. The video game instructions and box are included. The teeth of the disk holder are undamaged. There is minimal wear on the exterior of the item. The CD/DVD doesn't skip. There are no fuzzy/snowy frames on the VHS tape. See the seller's listing for full details and a description of any imperfections
• Good: The item is used but in good condition. It may have minor damage to the jewel case, including scuffs or cracks, or to the item cover, including scuffs, scratches, or cracks. The cover art and liner notes are included for a CD. The VHS or DVD box is included. Video game instructions are included. The CD/DVD doesn't skip. There are no fuzzy/snowy frames on the VHS tape. See the seller's listing for full details and a description of any imperfections
• Acceptable: The item has obvious and significant wear but is still operational. There may be tears or holes in the VHS/DVD box. The video game instructions and box may not be included. See the seller's listing for full details and a description of any imperfections

As you can see, eBay uses the expression "very good" to define "very good" condition (in the same way that eBay defines "good" condition as "good") -- both of which are useless and pointless definitions.

(Note to eBay:  One can not use the condition of an item, in order to define the condition of an item.  It's the same as defining the color blue as "blue."  It is meaningless, as it defines absolutely nothing.)

So your buyer (even though they did indeed scam you) could easily dispute your definition of "very good," and claim that the scratches made the CD (by eBay's lowest grade) only "acceptable."

Next time around, try to be more specific, and closer in line with eBay's posted (albeit BIZARRE) grading guide.

[rugerskick]

You really need to read everything a person writes.

[broto_64]

Ok so lets get a few things straight, the effect of a negative feedback rolls off after one year so you do have 100% positive feedback. And I do consider your overall feedback to be nothing short of excellent, but you've received less than positive feedback in the past and you do NOT have 4,940 positive feedbacks.
It is close, I only found two neutrals and one other negative in the 7 pages of feedback so as I said your feedback is really excellent.

That said I think you should spend a little time considering how you reply to these less than positive feedbacks.  Specifically once a buyer has left a negative / neutral it is pretty much a done deal, your reply to that feedback isn't so much to show everyone else how bad a buyer you've had to deal with... Because to customers all that shows is that you can be quite argumentative when problems arise, when it really doesn't matter who is at fault. 
This argumentative tendency may have been what was behind that most recent negative as well. I am certain your reply to the most recent negative where you refer to the buyer as an immature vindictive buyer who has some very serious mental issues is not helping matters much at all.

The reply is more of an opportunity for you to show off your customer service skills, because most of the few people who will even look at your feedback will be future customers... So a good reply for example might go something like this:

I am so sorry you've had this less than awesome experience with us. This is simply not how business should've gone. I did ship from Niagara Falls on the Canadian side, it does unfortunately cost more even thou it's just across the border. Also I did issue a full refund and let you keep the CD, I am not sure what else I could've done to make it right but I hope you can accept my sincere apology.

***********
It may have further helped if you had been apologetic with the buyer when this whole mess started since the buyer claims they received no apology... And whether that is true or not it does not matter who is right here, what matters is that feedback is out front and center and all the public can see it.

[mam98031]

@cosmosmusic2011 

I am very sorry this happened to you.  From what you describe, the buyer is actively looking for ways of taking advantage of sellers.  I do have some suggestion if you don't want to just let them go.

1.  Go to the buyer's feedback page.  Look at the tab for Left for Others.  Do you see where this buyer seems to do this same thing to other sellers.  If so, then that would be proof of feedback abuse.

2.  Report the buyer for both feedback abuse as well asking them to review the emails between you and them to see the buyer actively scammed you.

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

3.  Ask to have the Feedback removed using the Automatic version.  Tell them the same thing as you did when you reported the buyer.  As well as noting they do not have the right to leave negative feedback because the suddenly didn't like the price of shipping.

Go to the Seller Help page. Towards the bottom of the screen you will see a place to click on to submit the feedback for removal.
https://www.ebay.com/sellerhelp/feedback?id=5566

Now don't get discouraged.  The automated request for feedback removal often gets denied.  But now you just need to appeal it using all the information you have gather.  And make SURE you tell them to review the messages as the buyer's intent is clearly stated.

On each Ebay page there is a link to contact Customer Service at the top of the page and again at the bottom of the page.

I would suggest that you contact Ebay for Business on Facebook, Instagram or Twitter for the better trained CSRs.

Here are your options for contacting Ebay Customer Service. Please be aware that for social media CS, you send them a Private Message and briefly explain what your problem or issue is. Feel free to leave your Name, address, phone number and/or your email address in this message. It is private and secure and it may help to speed up the response for you.

https://twitter.com/askebay

https://www.facebook.com/ebay

https://www.instagram.com/ebayforsellers/

Your options will be on the left. If you use the link below you can only get to the Automated Assistant or Chat box type AGENT in the box and hit enter. You will then get more options. Not all options are available 24/7. It will depend on staffing available. So sometimes you can request a call back and sometimes you can't. Sometimes you have the Chat option available and other times it won't me. If it is important to you to use one of those options, just try back later.

If you use a cell phone or other mobile device, you may need to turn off your Spam filter so that Ebay can call you.

If you are a seller outside of the US or Canada, you will need to use the Chat Option.

https://www.ebay.com/help/eua?id=5275&mkevt=1&mkpid

https://www.ebay.com/help/home