help! buyer is threatening with negative feedback, what should I do? is this extortion?

[effie*s_trinkets]

she is saying the item is damaged and I didn't describe it. I didn't see that damage, when I checked the item, so it seems like extortion to me. 

I offer no refunds or returns.

She is threatening with leaving bad feedback. Should I just let her do that? what can I do afterwards? can that be ever be deleted if I talk to ebay customer service?? or can I only do the reply thing?

Should I offer an excemption and offer a Return for refund?

or just wait 

[a_c_green]

"Dear Penelope Persnickety, 

I'm sorry that you're not happy with the item. You may return it for a full refund. 

Yours, 

Etc."

That's all you need to say. A Not As Described dispute will trump a No Refunds/Returns policy anyway, and you don't need to haggle a partial refund (which may be what the buyer is angling for), so just invite her to return it for a full refund. You may hear nothing further. If a Neg does appear at any time, please update us here before taking further action (especially replying).

[francnbeans]

If you say "I didn't see the damage" then is it possible you just missed it? We are all humans and even I as a long-time seller on my other account make mistakes. And when I do, I make sure that I send a shipping label out of my pocket so the buyer can return it with as little effort as possible.

A buyer is not allowed to threaten you with feedback but even if he says, "if you don't do x, then I will leave bad feedback" it is not clear cut. You can report her as a bad buyer. Ebay has removed my negative feedback as a seller when I have done EVERY possible thing to make the buyer happy. That means refunding in FULL and sending a pre-paid shipping label. Then they will remove the feedback for me. If you're more considered with the money, I wouldn't worry about negative feedback. In a year people can still see it but it will be removed from the count. By now, I have realized how unfair this platform is to sellers; they care more about buyers. In ebay's eyes, sellers are not buyers therefore, they don't matter. So even if you have bad feedback, if you explain in the "reply" area, I will still buy from you if you have what I want. A negative or two is not a death sentence for me. If that fails, create a new account like the Chinese sellers do. 😃

[myescape]

ebay buyer protection trumps your policy so you either offer to accept return or ebay will do it for you

[bigdeals.etc]

When it's a clear cut your word against theirs, it's best to just have them return the item for a refund and just part ways after the ordeal is done. Yes, you'll still lose some money. But that's how selling is on ebay and many online places. It's not really fun and games all the time.

Oh, and based on what you told us... ebay CS will very likely not recognize this as feedback extortion. Sorry.

[effie*s_trinkets]

I am sure the damage they are describing wasn't there. I even have a picture that proves it. (not posted it on the ebay ad ).
I don't want to pay for the postage to return. it was a very cheap item already! they got a great deal.
thanks for the input

[effie*s_trinkets]

update! They just requested a return! does this mean I have to pay for the postage? or will they pay?

first time having to do this...

😞

[effie*s_trinkets]

well so unfair! 😞

[slippinjimmy]

Seller pays return shipping for a Not As Described claim.

Normally eBay will send the buyer a return shipping label. If the item is returned using the label then eBay will bill you for it. The cost of the return is supposed to be no higher than the original shipping.

This is not a feedback extortion situation. It would be if the buyer insisted on a refund WITHOUT returning and suggested negative feedback would be left if you don't agree.

[dentalsales4u]

Depends on the reason they selected for the return.
If it's not as described or damaged, you pay for the return.
You have no choice or eBay will do it for you.

[bigdeals.etc]

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@effie*s_trinkets wrote:

update! They just requested a return! does this mean I have to pay for the postage? or will they pay?

first time having to do this...

😞

---

If you don't accept returns, and the buyer filed a return request in ebay... I'm guessing they filed with the reason "Item not as described" or "item arrived damaged". If it's those two then you will be charged for the return shipping cost. The only way you won't be charged is if the buyer used reasons "I don't like it.", "I bought it by mistake", "It doesn't fit" or things to that nature that indicate there is no seller fault.

Regarding your photos, most ebay CS will not use that as valid proof. They will believe that there's no real proof that the photos are of that exact item since they can be easily doctored or edited. So it'll still be your word against theirs. Sorry.

[bigdeals.etc]

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@effie*s_trinkets wrote:
well so unfair! 😞

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Yes, many sellers (myself included) will agree that selling on ebay is unfair.

[castlemagicmemories]

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@effie*s_trinkets wrote:

she is saying the item is damaged and I didn't describe it. I didn't see that damage, when I checked the item, so it seems like extortion to me. 

I offer no refunds or returns.

She is threatening with leaving bad feedback. Should I just let her do that? what can I do afterwards? can that be ever be deleted if I talk to ebay customer service?? or can I only do the reply thing?

Should I offer an excemption and offer a Return for refund?

or just wait 

---

It's possible you missed it when you checked, thus not extortion.  There is such a thing as a legitimate SNAD.  Check your pictures on the listing.  Perhaps they show what she is describing.  Damage has to be in the description and not just the pictures, though.  I don't know if you missed something or not~just saying it has been known to happen.

If she opens a SNAD case, the MBG overrides your no returns policy and you would need to refund or ask for a return for refund, and you would pay return shipping and refund price and original shipping when tracking shows delivery to you.

You might be able to get feedback removed, that happens, or they might tell you it is the buyer's opinion and let it stand.  

[no_zero369]

Please accept this as the help that is intended.

As @a_c_green mentioned the eBay Money Back Guarantee trumps any personal "no returns" policy you may have.

Read about the MBG here:

https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy...

Also, it is important to understand a seller's responsibilities when a retrun is requested:

https://www.ebay.com/help/selling/managing-returns-refunds/manage-returns-missing-items-refunds-sell...

Then of course, I'll share a secret sellers on this board have- we call it an "mantra" as it were and it sums up things:

You can refuse returns, but you can not refuse refunds!

So please be aware, that yes, many sellers have a "no returns" policy on their listings, but when it comes to "Not As Described" (SNAD) case, eBay's policy over ride this "no returns".   We see many sellers on these boards (at least 1-per day) that do not understand the MBG nor their obligations surrounding returns.

The key is that IF a buyer requests a return for a SNAD reason (even if it is fraudulent) the eBay's MBG kicks in and the seller is required to pay return shipping AND issue a full refund.  Now this is where sellers often shoot them self in the foot! The take a "stand on principle" against the return and refuse to authorize the return shipping.  

What happens next is that the Buyer asks eBay to "step in" and at that point you lose & lose BIG time!  Here is what happens when eBay "steps in":

1)  You get a defect on your account for an un resolved situation with a buyer

2)  eBay satisfies the buyer on your dime by either:

    a) issuing the buyer a return label (paid by you), or

    b) issuing the buyer a full refund, on your dime, without requiring the buyer to return the item!

No idea what triggers eBay to issue a label versus a full refund without requiring the buyer return the item, but it could be that when the seller has a "no returns" policy and doesn't respond, that trips the action to refund without return?

So what one can do at this point is A) get all emotional, rail against the "fairness" of things and end up shooting them self in the foot, or B) take some deep breaths and get calm and make a BUSINESS DECISION!

If one looks at it from a business perspective, then they realize with eBay's policies they are going to lose money.  The smart business person takes steps to reduce their losses.  Easiest thing is accept the return, get the item back and resell the item.  Then one only loses shipping fees.  However, some businesses may make and offer of a partial refund, something that cuts one's loss to less than the return shipping fees.  But that is a personal decision.

But whatever you decide to do, please don't get caught up in  emotions, take a stand on principle about what is fair and end up shooting yourself in the foot!

Oh and IF negative feedback comes after a buyer has threatened to do so, then come back here for advice on how to proceed - threats l like that are a violation of eBay policy.  But one thing at a time.

Finally I will add a caution - Please come back and ask questions if at any point one has doubts.  We see too many sellers come here because they "thought" they were doing the right things and instead made fatal flaws.  So ask before acting - no need to "wing it!"

Good luck!

[turquoisetulips]

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@effie*s_trinkets wrote:

she is saying the item is damaged and I didn't describe it. I didn't see that damage, when I checked the item, so it seems like extortion to me. 

I offer no refunds or returns.

She is threatening with leaving bad feedback. Should I just let her do that? what can I do afterwards? can that be ever be deleted if I talk to ebay customer service?? or can I only do the reply thing?

Should I offer an excemption and offer a Return for refund?

or just wait 

---

I just had the exact thing happen yesterday .I had sold a beautiful bracelet  for well under what it was worth  to a buyer . I had purchased it brand new previously  and never wore it  . The buyer contacted me and said the latch wouldn't close when she tried to put it on . I suppose that's possible since I never tried it on  myself  . Neither  did I  think to check the latch (my bad]  . I just assumed since the bracelet was brand new it was all good . Anyway , I just apologised and asked her to begin a return  in which she has  since  . So at this point I'm kind of glad that I don't need to fork out a ton of money  with  the refund . Tulips