is this feedback extortion?

[skipbif_72]

I had a buyer recently who wanted to return a cosmetic item that she didn't like. I  replied immediately and simply asked her if it was used. She was very nasty to me and wrote in the very first message "I don't think I've ever left a negative review and was hopeful this wouldn't be the first time." Does this constitute feedback extortion? It seemed very much like a veiled threat. She did use the product and I accepted her return after she gave some more details. There was really no need to be aggressive and nasty like this. 

[castlemagicmemories · Accepted solution]

IMO it is implied feedback extortion.  

Save the message in case you need it later, in case she leaves a neg.

[slippinjimmy]

As far as the aggressive or nasty part, really try to just set that aside as if it never happened, some people are like that, some people are like that rarely but may be having a "moment" for a reason that has nothing to do with you and you'll never know why.

Based on how you describe the situation (you are willing to accept the return) it would become feedback extortion only if they want a refund without a return and then they follow through with their threat if you do not comply.

To get eBay to remove a neg due to extortion requires a total high road approach from your side, any sort of bickering back and forth usually leads them to just want to stay completely out of the issue.

I've been successful in have feedback removed but only in cases where buyers have attempted to get refunds without return even when I offered to pay for returns (I offer Free Returns in my listings) AND the buyers have been very explicit with their threat.

There is no point in contacting eBay until something (a neg) actually happens, if it does you need to present your case in very simple bullet points in chronological order so that the eBay rep can connect the dots with no confusion. Also helps to refresh yourself on the wording of the actual feedback extortion policy so that our bullet points fully align with the policy. It's a good idea to write this out and send it via the "report a buyer" links so that when you call the rep can read as opposed to you giving the details verbally, after they do that you can "round out" the story.

[glostuff]

I'm siding with reply #1 personally. 

[coolections]

No, not feedback extortion.

[castlemagicmemories]

IMO, she reacted harshly because she had used it and many places won't accept a return of used cosmetics.  It used to be considered a health hazard, I believe.  So I think she expected you to refuse the return on the basis she had used it, and so she pushed back against that with the implied thread of negative feedback to influence your decision in her favor.

But I did an online search for this question and found that there are places now that do accept gently used cosmetics back.

[skipbif_72]

Well this is ebay where you have to accept a return if they claim anything is wrong with it. It could be completely fictional obviously and ebay will side with them and you'll be punished. She claimed the color didn't look right and other nonsense; not that she just changed her mind. If it didn't look right, smell right, etc. I don't know why she had to go and use it then, should've just requested a return then and there. Basically I have no choice but to take it back but I wanted to ask if it was used since she gave no details at all. I understand hostile people come with the territory but I never had anyone start talking about negative feedback like that. That's a big no no I've always assumed. Now the joy to see in the mail what I actually get back.