Working with a difficult buyer

[teacher_35y]

I recently sold 2 dolls and packaged them carefully within their original boxes and packaged those two boxes in one larger box for protection. Unfortunately my buyer immediately left me a very negative feedback without contacting  me first-because one of the dolls arrived damaged through shipping. She also claimed I was not truthful in my listing which is not true. She was quite irrate in demanding her money back immediately and she wanted me to pick up the dolls. I contacted EBay 3 times so I would follow the right steps in solving this issue. I'm trying to work with her since the damage was neither her fault or mine. I was told to file a claim with the carrier which I did. I was also told to have her send the dolls back to me. Upon inspection I was willing to refund her for the dolls even though my listing says NO refunds. She doesn't feel it's her job to return the dolls and she is threatening me to take further action if she doesn't get her money back immediately. She keeps messaging me very negative remarks which I am tired of responding to. I've tried to be patient and understanding but she's not willing to work with me at all. I need help.

[vintagecraze50]

There was nothing bad in your feedback response I read what she wrote and I read what you wrote.

[teacher_35y]

Thank you for your kind words. I am always open to learning about selling on EBay and am as honest and truthful as I can be when I list/sell my items. It seems lately that I had had a couple times when items have been received as damaged (through USPS) even when I take GREAT care in packaging my items as I know they are fragile. It happens. However, when I have filed a claim with USPS I receive a VERY small amount($) and end up losing 90% of my profit. I stand to lose over $200 on this particular sale. (I often feel that the seller is not as protected as the buyer on EBay). When I contact them I usually get a totally different response from each one telling me what to do which becomes confusing to me.  It becomes frustrating. Thank you for taking the time to respond. I appreciate it.

[vintagecraze50]

Ebay will not require that the buyers ever take the item to the PO for inspection. If your buyer did give you photos of the damage then yes, good, you submit that in your insurance claim. Then you can decide whether you want to refund the purchase right away or require a return of the damaged items. These are really tricky situations. If you have had good luck in getting your claims approved and are confident this will happen then refund the buyer and then you both will be happy, sort of. LOL.

[katzrul15]

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@vintagecraze50 wrote:

So this buyer is leaving threatening I will do a chargeback if you do not do what I want feedback? That’s just lovely is it not? Possible feedback removal for coercive statement.

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@vintagecraze50  - Yes, but the OP runs the risk they remove the "comments" in entirety, but leave the red donut and it still counts as a neg.  If they remove the Buyer comments, they remove the Seller comments. 

[katzrul15]

@teacher_35y 

@vintagecraze50 

If the Buyer is telling the truth - there is no reason to not open a claim on e-Bay, await a shipping label for the SNAD and send the dolls back to the OP.

If the Buyer is not being forthright and is perhaps "out" of claim options or thinks they might be.....does not want another one on their record, they "might" be resistant to the claim process.

@teacher_35y  - The more I think about it, go BBL as I and others UP thread suggested and Go Report this Buyer now from the transaction drop down menu.  Do it BEFORE they report a Chargeback so you can at least work to appeal and ask for a courtesy refund as so that e-Bay sees you have attempted to work in good-faith and see ALL the emails and the FB the Buyer left.  Screen shot the FB and save as a file.

I do not know if the Buyer is being truthful, but it is odd they will not file a claim and so you can get them returned to you, refund them in full and work with your shipper to resolve the damage claim.  It is "irregular" at best.  Good luck!

[fashunu4eeuh]

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@wastingtime101 wrote:

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@teacher_35y wrote:

Upon inspection I was willing to refund her for the dolls even though my listing says NO refunds. She doesn't feel it's her job to return the dolls and she is threatening me to take further action if she doesn't get her money back immediately.

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If she files a not as described claim through eBay she will need to return something to get a refund. If she files a not as described claim through her credit card as she threatened to do in the feedback left, she may not have to return anything to get a refund.

Send her a link to this page and advise her to follow eBay's Money Back Guarantee returns process. Let her know that she can schedule a free pickup online at USPS.com, or just hand the package to her carrier when her mail is delivered.

You want to keep the claim within eBay's system if you can. Once she goes to AmEx to file a claim, things become more difficult.

If you haven't done so yet @teacher_35y:

1. Blocked List

2. Report Buyer

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Hi, just to clarify the above sentence highlighted in red. In eBay's return policy it states that, under some circumstances, eBay may not insist on the buyer returning the item in order to get the refund. See link below:

"If you're unable to resolve the issue within this time, the buyer may ask us to step in and help. In some cases, if you haven't responded to the return request, we may issue a refund to the buyer and seek reimbursement from you without requiring the buyer to return the item."

https://www.ebay.com/help/selling/managing-returns-refunds/handle-return-request-seller?id=4115

[herway]

Let her open a case. You will then have documentation and eBay support.

She either has to ship them back or keep them and accept a partial refund from you now (unfortunately that refund would come from you which you would have to give them right away) if she accepted your proposal.

I would try contacting her one more time and offer her the cost of the broken doll, she may go for it. Doing this could make this whole thing end for you in the best possible way.

[the_fancy_fox]

I inherited a lot of dolls from my mother and sold them here.  Unless you packed these to survive a 4’ drop to pavement, the odds are the carrier will not pay an insurance claim. 

Instruct  the buyer to open a claim. Send them the link. Let them know you will send a return label as soon as they do.  Rinse repeat as often as necessary.

if they open a dispute with their credit card you may or may not get the dolls back. I’ve had it go both ways.

they have already left negative feedback so don’t get into a back and forth with them. 

The Diana head, surviving parts and clothing may have value to doll repair people. 

And there’s always the possibility your getting scammed. Been there too. Nothing much you can do about it if that’s what happening besides report them and move on. 

[chapeau-noir]

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@teacher_35y wrote:

I am very sorry to hear your response. I have been selling dolls for many years and have received great feedback from my buyers. Sometimes items do get damaged on route and my buyers and I have always worked together to resolve the issue. When I replied to her feedback I apologized and explained that I did my best to pack these fragile dolls. I also told her I would stay in contact with her to get this resolved. Why is this a horrible response?? There is actually more to her negative response that you don't know about as she accused me of not being truthful...which is absolutely incorrect. Also if she had taken the time to check BOTH dolls she would have found all the paperwork there that I listed...that she said wasn't there. I know this because I called her and she told me that.  I take a lot of pride in how I package/list/sell my items. I am honest and a great communicator with my buyers. I will continue to work with this woman and I'm sure we will work something out. 

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@teacher_35y  I just want to say that you got that One Person.  Sooner or later, most sellers, online or B&M, get that One Person.  You're doing fine so far, getting help with this.  Remain reasonable and responsive, try not to let them get to you or run you down.  There's no real rational reason why some people take things to a ridiculous extent, or any reason worth finding out about if you've already addressed everything possible to be of assistance.

She has a choice:  She may file for a return for damaged goods.  She'll automatically get a shipping label on your dime, and then she must send the items back. If she keeps stonewalling you on this (i.e., not using the label, refusing to ship), the case will close and she gets no refund.  Keep an eye on it.  The other choice is a partial refund, if you feel it is a good idea, be sure to do this in the case, NOT out of the case, you want it documented.  You can only offer this once.  

Handling a return request.

Just do what you need to do get out of the weeds with this, and hope you don't have another one of these One Person types for a good while, though I understand doll selling can be an intense market.

[soh.maryl]

A seller is not covered because they say "no returns".

Reread the messages here.

"No returns" as a seller's statement means absolutely nothing if the buyer opens an item not as described case.  

[soh.maryl]

"Then #695.  I think this qualifies as statistically insignificant."

You're viewing this with regard to the effect it will have on the OP's record.

However, I doubt if "statistically insignificant" will matter much to the buyer.  

[iart]

@soh.maryl 

I'm fully aware of this. It's the original poster who is not. Reread my own message.

[soh.maryl]

Sorry.  Missed that point.  

[sextons-sweet-deals]

The buyer left negative first and then opened a case, correct?

Did the buyer provide photos? Just seems a little extreme on the buyers demands and potential threats!

Buyer doesn't think they need to return items is a red flag for me.  How is the buyers feedback rating? Just seems they are working you for a freebie. 

[d-k_treasures]

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@fashunu4eeuh wrote:

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@wastingtime101 wrote:

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@teacher_35y wrote:

Upon inspection I was willing to refund her for the dolls even though my listing says NO refunds. She doesn't feel it's her job to return the dolls and she is threatening me to take further action if she doesn't get her money back immediately.

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If she files a not as described claim through eBay she will need to return something to get a refund. If she files a not as described claim through her credit card as she threatened to do in the feedback left, she may not have to return anything to get a refund.

Send her a link to this page and advise her to follow eBay's Money Back Guarantee returns process. Let her know that she can schedule a free pickup online at USPS.com, or just hand the package to her carrier when her mail is delivered.

You want to keep the claim within eBay's system if you can. Once she goes to AmEx to file a claim, things become more difficult.

If you haven't done so yet @teacher_35y:

1. Blocked List

2. Report Buyer

---

Hi, just to clarify the above sentence highlighted in red. In eBay's return policy it states that, under some circumstances, eBay may not insist on the buyer returning the item in order to get the refund. See link below:

"If you're unable to resolve the issue within this time, the buyer may ask us to step in and help. In some cases, if you haven't responded to the return request, we may issue a refund to the buyer and seek reimbursement from you without requiring the buyer to return the item."

https://www.ebay.com/help/selling/managing-returns-refunds/handle-return-request-seller?id=4115

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Just a bit more clarification - you may not get it returned if you haven't responded to the return request. That's the limitation.

"If you're unable to resolve the issue within this time, the buyer may ask us to step in and help. In some cases, if you haven't responded to the return request, we may issue a refund to the buyer and seek reimbursement from you without requiring the buyer to return the item."