Vindictive Buyer - Help!

[kds99]

Sold an item to a buyer a couple weeks ago and buyer claimed not as described but did not open a case, simple chastised me in the feedback. Did not want a return or my offer of partial refund. Said my offer was an insult (not enough). I meant to block the buyer after this but forgot. So now after two weeks buyer purchases a similar item. I knew this was trouble, but shipped the item anyway thinking I had little choice. Buyer of course again claims the same not as described condition and threatens that I won't want buyer to "review" as it won't be pleasant for me. I know the condition is as was described, no doubt. I double-checked it before I shipped, knowing what to expect. What would YOU do in a case like this?

[gwens*4saleitems*]

Right now, nothing. But keep all messages. 

As long as buyer hasn't filed a case for NAD and is not wanting to return the item. Just take it on the chin (for now). You may be able to get feedback removed because buyer is threatening, call CS and talk to them about feedback.

[fashunu4eeuh]

Tell them to "return for refund" and nothing more. Do not get pulled into a back and forth with them. Just keep repeating return for refund. 

"Dear Buyer,

I regret you are unhappy with your item. Please return for a full refund.

Sincerely, Your Seller"

Then wait to see what they will do.

[kds99]

By the way, I was considering asking the buyer to send a picture of the item with the ruler beside it since the claim involves the height of the item. I assumed that would only aggravate the buyer.l

[kds99]

I tried that the first time, only making the buyer mad. But I'll weigh this as an option.

[fashunu4eeuh]

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@kds99 wrote:

I tried that the first time, only making the buyer mad. But I'll weigh this as an option.

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There may be no way to avoid angering the buyer, no matter what is done. Add them to your block list immediately. That will also make them mad. It cannot be helped. There is only one remedy. Return for refund. They cannot force you to let them keep the item with no return. And threatening you with bad feedback is a policy violation.

[trustedbasset]

You will not satisfy this buyer. 
you should have taken the defect on the second time around and just cancelled.  I agree with return for refund and leave it at that. 

[trustedbasset]

And don’t forget to block her this time.

[myboardid · Accepted solution]

What fashunufeeuh said - "I'm sorry you are not happy with the item, you may return it for a full refund."  NO other qwords, no answering questions, no replying to remarks, or defending yourself.  ONLY repeat the words I quoted above.  Send that in reply to any and all messages. 

[fashunu4eeuh]

"The buyer isn't allowed to threaten to use feedback or detailed seller ratings in an attempt to force a seller into providing:

• Goods or services that weren't included in the original item's description or purchase price.
• A return, refund, or replacement item not covered by the original listing or the eBay Money Back Guarantee."

https://www.ebay.com/help/policies/feedback-policies/feedback-extortion-policy?id=4230

If this buyer did not open a case the last time either, it could be they no longer have that privilege, and they think they can bully you into whatever it is they want. But suggesting you won't like the review, sounds like feedback extortion. If it is extortion, you can report the buyer through a link in the policy page.

[muttlymob]

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@fashunu4eeuh wrote:

If this buyer did not open a case the last time either, it could be they no longer have that privilege, and they think they can bully you into whatever it is they want. But suggesting you won't like the review, sounds like feedback extortion. If it is extortion, you can report the buyer through a link in the policy page.

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Not only this, the feedback was a positive, so it's possible that buyer may have gotten slapped for feedback extortion or leaving too many negs also.

kds99, if the buyer does leave another positive with nasty wording, consider not replying to it.  That just makes it stand out.  Otherwise it will quickly get lost in that sea of green dots.

[valuestore]

If they didn't seek financial gain ide guess you might be dealing with a competitor. Buying a second time is odd...but only ebay would know. Ide be on the phone to ebay  with this one.. 

[femmefan1946]

First - feedback has no effect on your selling account. It may have some effect on your future customers, but most buyers seem to be perfectly happy to buy from sellers with 95% ratings, so there's that.

I would go with the " return for refund"  option over the "cancel and take a defect". You could try "cancel at buyer request" or "problem with address", but neither would actually be true.

And obviously, Block Block Block.

The threat of a bad "review" is an account-saver.  Phone Customer Service and discuss having any FB from this guy removed on the basis of the threat. I believe he gets a Strike for feedback extortion.

Did not want a return or my offer of partial refund. Said my offer was an insult (not enough).

I'd include that Message in your discussion with CS.

Basically, if it's good enough to keep, it's good enough to pay for. If it isn't-- you offered return and refund.

Too bad we can't share names on these Boards. I understand why, but sometimes.....

[trustedbasset]

OP Yea, don’t forget to report this buyer! Her behavior is rude and obnoxious. The little you have to communicate with her the better.

[gracieallen01]

Your buyer is a bully.  You can not converse with them.  The more you talk to them, the more it encourages them to be more and more of a bully.  You have gotten very good advise here.  Just remember for all future sales that start out with a rude complaint:

Dear buyer,

I'm sorry you aren't pleased with  your purchase.

Please return, in like condition as when sent, for full refund.

Best regards,

Seller

Nothing more, nothing less - repeat as often as necessary.  You can not 'talk' with them - it only encourages them.  The more you talk, the more they know that they have got you on the hook.

Be sure to block the buyer and report them.  Reporting may do nothing, but nothing can ever be accomplished if you don't report them.