negative feedback after buyer requested partial refund

[redschoolhouse]

I neglected to enclose a die with the game that I sold.  When the buyer notified me, I offered a small refund.  S/he declined and demanded a $5 refund on a $!4.99 item for a missing die.  

I asked the buyer to request a return and I would refund.  The seller said I must send a wood die(which was not in the listing pic) or $5 refund or an appropriate feedback would be given.  I just repeat the request to ask for a return.  

They just left me a negative for an incomplete game.

I offered a refund upon return but they obviously didn't want it.

Any chance on having the feedback removed?

[rebell45]

You might have a slim chance if you can show eBay the message about the buyer threatening to leave neg feedback if he didn't get his unreasonable refund.  Try reporting them for feedback extortion.  If that doesn't work, all you can do is leave a response to the neg he left you, saying you offered full refund but buyer demanded unreasonable partial refund.  Good luck.

[kensgiftshop]

---

@redschoolhouse wrote:

I asked the buyer to request a return and I would refund.  The seller said I must send a wood die(which was not in the listing pic)

---

The die might not have been in the picture, but you did say the game was complete and you said in the description, the die was included.

[redschoolhouse]

Yes, I admitted the die was not included but when I offered to send one , the buyer said they wanted a wooden one that was not what I had.

[18704d]

The seller admitted they made an error and didn't send everything.

The seller offered a small refund (that was refused)

Seller offered Full refund, upon return.

The buy did not counter with a different offer..

they Demanded 5.00 refund, OR 'appropriate feedback".

This Does fall under eBay's Feedback Extortion policy.

Seller should file for feedback revision, report the buyer for violation buyer policies, and file under Feedback Extortion.   This has a good chance of being removed.

Lynn

[tmtreas30]

I had a buyer make almost the same exact comment a few years ago on one of my other seller accounts. I contacted ebay and it was removed immediately. Problem I see you having is contacting ebay and getting to speak with someone who can do it. If you have to wait for someone in the appeals dept right now forget it!

[redschoolhouse]

I'm trying to use the request to remove feedback page.  However, I keep getting a message that 

"

It’s not you. It’s us.

Our server is down, but we’ll have things back to normal soon."

so is that the usual?

I also tried to do auto assist.  But that person is telling me to approve the return label but the buyer doesn't want to return. She wants something that isn't mentioned in the listing--a wooden die or a 33% refund  when she has the box , directions and 4 puzzles

[redschoolhouse]

the auto assist is telling me to okay a return. BUT there isn't a return in the resolution center since the buyer didn't request and refuses a return!

[mam98031]

---

@redschoolhouse wrote:

I'm trying to use the request to remove feedback page.  However, I keep getting a message that 

"

It’s not you. It’s us.

Our server is down, but we’ll have things back to normal soon."

so is that the usual?

I also tried to do auto assist.  But that person is telling me to approve the return label but the buyer doesn't want to return. She wants something that isn't mentioned in the listing--a wooden die or a 33% refund  when she has the box , directions and 4 puzzles

---

It happens.  Just try again in a few minutes.  Nothing to worry about.

It is highly unlikely that you will be able to get this FB removed.  It does not break any of the FB rules.   I know it is really annoying to see it there, but it is likely you will need to get use to it as it will be with you for a year.

I also caution you from leaving a comment on the FB.  I've seen many sellers do far more damage in their response than the FB the buyer left did.  If you can't resist responding, you need to stay polite and professional.  NO emotions in what you state.  Remember, this is a business transaction not a personal transaction.  And whatever you type will be seen by potential buyers for a long time.  Don't scare them away because you couldn't resist slamming the buyer or something.

[chapeau-noir]

If you can't get the FB removed (and I don't think it is removable), a followup to that neg would be appropriate - this will show your future buyers that you did attempt to resolve the issue rather than just shipping out an incomplete item and, oh well.

I would leave something like "Inadvertent mistake, offered full refund on return."  Just something to show it was not deliberate, and you offered to make the buyer whole.  People know mistakes happen, it's how a merchant works to resolve them that is important.

[*madison]

I would have done the $5 refund because it was my fault, and I would have known the buyer could give me a headache.

ebay might remove the neg, it's worth a try.

I have messed up as a seller in the past, and when a buyer has asked for a small refund to compensate, I have always done the refund.

[inhawaii]

When ever i make a mistake and the buyer wants a partial refund. I agree and tell the buyer "whatever you think is fair".  Most of the time they are fair. Once or twice they wanted what i considered to be too much but i just refund.  It's not going to kill me. It solves my problem.  It makes the customer happy. It usually gets me a positive feedback. 

Good luck!  I hope you can get that feedback removed.

[flapperfox1921]

It's not feedback extortion when the buyer demands what is in the auction.  You advertised it with a die, and didn't send it with the die.  You own this one.

[jbjbj_7]

These things will happen and there is really nothing you can do. Respond to feedback something like "sorry there was accidently a missing piece and I offered a full refund" and forget about it. 

There is a feedback extortion policy so if she ever mentions or hints about "do xxx or I will leave feedback" then they will remove it if you can get in contact with an eBay representative who knows how to use eBay. Try calling when it is Sunday in the Philippenes and you will have a better chance at reaching someone who knows how to use eBay

[flapperfox1921]

No, extortion is when a buyer demands something that is not part of the auction, the seller promised and didn't deliver and the buyer wanted the die that came with the game and the seller didn't cooperate.  By the way, the game originally came with a wooden die.  So there was no extortion.