problem in the message and cancelation

[cristian3_6]

Hello

Hi, I had a problem today. A buyer purchased a box of jewelry from me after the auction ended and made the payment. However, they sent a message asking if one of the earrings was gold. I told them it was sterling silver and that if they wanted to cancel, there was no problem, since some people buy expecting gold and then return it when they don't find any. Later, they said they wanted it back, so I told them it would be shipped tomorrow via USPS. Theoretically, everything should have been fine.

That's how it all went.
The buyer sent a message saying, "Looks like hoops might have 14k on them."

and I answer
Dear customer
It looks like sterling silver, not gold.

Dear costumerIf you don't want it, you can cancel it. If you thought it was gold, it's because it isn't.

the buyer responds

Ok thanks the big blue piece of jewelry a ring or pendant

And I sent the photos of what he asked for.

the buyer responds
I wanted to keep it but I kept telling me cancel itThanks buy I'll keep it

And I replied

You've already paid for it, but there's still time to cancel if you're not satisfied. Tell me now, because returns take time.

the buyer responds

Thanks I'll definitely keep lot sorry for bothering you

And I replied

hello thank you, then I'll send it tomorrow via USPS Priority Mail.I said it like that because some people buy it thinking it's gold and then return it. Whether it's gold or silver is up to each buyer's luck. Some people leave neutral or negative reviews unfairly because the photos are sharp and clear. Thank God I sell a lot of boxes and people really like them. You can check my feedback; 90 percent of my customers are satisfied.Thank you so much for buying!

the buyer responds

I wanted to keep it but I kept telling me cancel it

You keep saying cancel it so I did I got a weird vibe

Then he opened the cancellation saying

Buyer Comment

You seem like you wanted to cancel it go ahead sorry I just got weirded out by you pressing me to cancelYou seem like you wanted to cancel it go ahead sorry I just got weirded out by you pressing me to cancel

And I replied

Hi, it wasn't like that. You asked me if one of the pieces was gold. I told you no, and that if you wanted to cancel, there was no problem because many people buy thinking there's gold or something of great value and then want to return it. But I haven't pressured you to cancel. Then you told me you wanted the lot, and I told you I would send it tomorrow. Now you're telling me I pressured you to do that.

I didn't pressure him at any point, or I didn't realize it, because I'm already traumatized by returns and then people leaving negative feedback because they didn't find gold or other valuables. Can I report him or should I leave it as is?

Will I have problems with eBay because of this?

thank you

[sammiea1460]

We all have different approaches on how we handle customer service issues.

I believe in being helpful but I also believe sellers can be a little too helpful.

Sometimes we get ourselves in trouble because we keep talking (typing.) You asked your buyer several times if they would like to cancel. I see why they thought you were encouraging a cancellation.

I have informed the occasional customer I am happy to cancel their transaction, then I ask "How would you like to proceed?" Let them make the decision on whether to proceed or cancel.

[cristian3_6]

Hi, thanks for replying. Put yourself in my shoes. The other day I sold a box and the buyer told me the coins were garbage and left negative feedback. I also had another sale and the buyer returned the item. Then this buyer asked me if an earring was gold. I said no. And I told her if she wasn't happy with it and wanted to cancel, no problem. Because then I have to pay for the return shipping. So it's better to cancel right away than to go through all that. I was nice to her and told her that. I never pressed any buttons. And in the cancellation, she put that. What should I do? Report her?

[reallynicestamps]

Since you can cancel as "buyer request" without penalty, take it and call it a win.

Consider Blocking the buyer who didn't ask questions before bidding. 

[cristian3_6]

I already blocked him.
The problem is that he canceled it, saying I pressured him into doing so. When I didn't provide it, I told him that if he didn't like the lot, he could cancel it; otherwise, it would be shipped tomorrow via USPS.
I'm afraid eBay will penalize me for this.