unauthorized person on eBay leads to buyer fb extortion. Wow!

[password9019]

So here's a good one we haven't seen in a while.

Yesterday, a buyer messages me during my process of mailing the purchase, to inform me that a "daughter" got onto her account when it was logged in, and purchased a <$7 item with no permission to do so.

One ounce purchase, a $6.75 price, free ship, and it went out late yesterday just minutes after payment.  We missed the message when it first came through, and only picked up on it shortly after dropping the package in the mail, while uploading tracking.

I messaged the buyer back and the buyer was insisting they didn't make the purchase, and wanted a full refund. 

"You are a day late and a dollar short", was the gist of my reply.  I stated it was already in the mail, with a listing that expressly states "no returns".

I get a message back stating that we are in for (expletive) feedback.  A second message accused us of committing "inconvenient service".

....lemme not fail to mention this is a buyer with a super duper feedback of 14.    Apparently this buyer didn't get the memo on feedback extortion.

Would you boot this account off eBay (NARU)?   I know I would.

[18704d]

"I messaged the buyer back and the buyer was insisting they didn't make the purchase, and wanted a full refund. 

"You are a day late and a dollar short", was the gist of my reply.  I stated it was already in the mail, with a listing that expressly states "no returns"."

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I'd have done things differently.

Lynn

[itsjustasprain]

I dont see feedback extortion there. Just a nitwit with bad excuses. 

Tell her to mark it as refused when she gets it. Dont open it and give it back to the carrier or the post office. They will return it to you - no charge. Tell her that you will refund as soon as it comes back. 

[18704d]

"Tell her to mark it as refused when she gets it. Dont open it and give it back to the carrier or the post office. They will return it to you - no charge. Tell her that you will refund as soon as it comes back. "

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All the above, plus

maybe even giving them a professional apology,

"Yes, I understand, sorry this happened to you!"

.. could have avoided the entire Neg scenario.

imo

Lynn

[password9019]

itsjustasprain:

Quoting eBay here:

The buyer can't threaten to leave negative feedback or low detailed seller ratings if the seller won't:

Accept a return and pay for return shipping if not covered by the original listing or eBay Money Back Guarantee.


_____________________

'if it walks like a duck, talks like a duck'...., you know the rest.....

[ted_200]

Would you boot this account off eBay (NARU)?   I know I would.

I assume that's a "If I were eBay..." question?

No.

But I would tell them a) they're not getting any refund, b) I'd send them a link to the feedback extortion policy and warn them, c) remove any bad feedback they left for you, and d) remind them they're responsible for use of their account.

Let me guess... after daughter bought your item, daughter then logged in to PayPal or entered the account holders CC# too? 

[password9019]

I am sorry for not being sorry, how about that?

We're dealing with a person (no doubt the registered account holder, far as I can tell) whose underage daughter did something under poor supervision, or perhaps an over 18 person who did so. This registered account holder is logged in, and not watching their kid OR their system.

And I'm in for negative feedback for that? You gotta be kidding me, Lynn.

This is a buyer whose claiming to not be the buyer, demanding a full refund, and who's making threats at the same time the ink on the postage label has barely become dry. That is worse than someone making the same threat at some point after the item is received, if one asks me.

Gimme a break. I'd end the account, "imo".

[18704d]

"I am sorry for not being sorry, how about that?"

I agree that is your right.  We all handle our businesses differently.

"And I'm in for negative feedback for that? You gotta be kidding me, Lynn."

I said, I feel that a different less abrasive response, perhaps could have avoided this.

jmtcw,

Lynn

[password9019]

there is no second log in required on paypal.

After purchase is made, the buyers sees "Pay now"

two clicks and it's paid. ...that is how I always buy here.

A couple points: This is 6.75. It's not like it's 106.75.

Secondly, the original asking price (BIN) was 9.80. Whoever was at the keypad, knew enough to submit an offer (which I counter-offered) and knew how to hit "accept".

...I don't think we're dealing with someone who never bought anything on ebay. The feedback on the account shows 14 - all for "as a buyer", nearly all for the same kind of item that was sold by us. Hmmm.....makes me wonder if this "daughter" has done this before.

[18704d]

"This is a buyer whose claiming to not be the buyer, demanding a full refund, and who's making threats at the same time the ink on the postage label has barely become dry..."

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I'm a firm believer a seller cannot force a buyer to keep an item they absolutely do not want at all.

In this case I'm a realist, not a purist.

And I didn't see that your buyer made threats initially.

Their First message to you was a request to cancel.

Their threat occured, only after your "you're a day late and a dollar short" comment.

So that would have been in their Second message to you.

I'm sorry this happened to you,

Lynn

[password9019]

I wasn't abrasive at all. I simply responded, first, by saying it's already in USPS custody.

It's not like I am standing in line at the P.O., with a mobile device waiting to see if a buyer is going to be messaging me for a cancel order/refund. I don't do that, when mailing things- and I'm not required to.

The message was probably sent at some point between the time I left for the PO, and the time I left the PO.

[yuzuha]

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@18704d wrote:

"This is a buyer whose claiming to not be the buyer, demanding a full refund, and who's making threats at the same time the ink on the postage label has barely become dry..."

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I'm a firm believer a seller cannot force a buyer to keep an item they absolutely do not want at all.

In this case I'm a realist, not a purist.

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Exactly.  It will never end well.  And in this case, it's an extremely simple matter to resolve: simply tell the buyer to refuse the package and it will be delivered right back to you, no extra shipping costs involved.

[ted_200]

there is no second log in required on paypal.

There is on my account!  So add that to the list of things I'd tell your buyer:  Remove the "Faster Checkout" link between your eBay and PayPal account so that stuff doesn't get paid for without your authorization. 

[password9019]

Lynn: I was speaking figuratively, I didn't actually put it that way.

In the first response, I basically said:

-Listing says no returns.
-Item has already been mailed
-I don't "have" to do anything
-thanks for your purchase, your item (or hers) is on its way!

Now, I would have been available to a possible refund situation, had the term "feedback" not entered the equation. But for her (or him) to claim that they didn't buy the item???

Ahh, YES, the person messaging me me indeed bought the item.....Or, are we talking about two unauthorized/no permission users flying under the radar of an unidentified third person who is the actual account holder???

You see what I mean. This is the kind of thing that has gone on for years here at eBay. The account registrant is not watching their child, and not paying attention to the activity while the account is logged in. And that's the seller's fault?

It's no more my fault, than is the fact the message wasn't viewed by me until returning from the P.O..

I dunno about you, but I'm not about rewarding irresponsibility. But I would have given a partial refund/keep the item, if the person approached it differently. The tone of the initial message i got was one of *entitlement*, as if I am automatically supposed to do whatever is asked of me, no matter the facts nor circumstances.

The price to mail it, is about equal to half of what was paid to begin with (with free shipping). And I do not see why the USPS is on the hook here for a free return, either. That would be just more of what I said: Rewarding irresponsibility.

[ted_200]

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@password9019 wrote:
Lynn: I was speaking figuratively, I didn't actually put it that way.

In the first response, I basically said:

-Listing says no returns.
-Item has already been mailed
-I don't "have" to do anything
-thanks for your purchase, your item (or hers) is on its way!

Now, I would have been available to a possible refund situation, had the term "feedback" not entered the equation. But for her (or him) to claim that they didn't buy the item???

Ahh, YES, the person messaging me me indeed bought the item.....Or, are we talking about two unauthorized/no permission users flying under the radar of an unidentified third person who is the actual account holder???

You see what I mean. This is the kind of thing that has gone on for years here at eBay. The account registrant is not watching their child, and not paying attention to the activity while the account is logged in. And that's the seller's fault?

It's no more my fault, than is the fact the message wasn't viewed by me until returning from the P.O..

I dunno about you, but I'm not about rewarding irresponsibility. But I would have given a partial refund/keep the item, if the person approached it differently. The tone of the initial message i got was one of *entitlement*, as if I am automatically supposed to do whatever is asked of me, no matter the facts nor circumstances.

The price to mail it, is about equal to half of what was paid to begin with (with free shipping). And I do not see why the USPS is on the hook here for a free return, either. That would be just more of what I said: Rewarding irresponsibility.

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That all sounds perfectly reasonable to me.  But this is eBay and reasonable does not fly, and eBay is not going to tell your buyer any of the things I suggested let alone NARU the account, so you're left doing what Lynn suggested.