Buyer claims item not as described but is not responding to seller messages

[socalboomer50]

I sold a cookie jar new in box.  The buyer writes me on December 11th  to report before he left feedback that the cookie jar wasn’t new as described.   The buyer claimed that there was a blemish on the top of the jar lid, that the bottom was scratched where someone had tried to remove a label and the four feet on the bottom of the jar were worn.     He stated that it was supposed to be a gift for his Dad and now didn’t know what to do.   The buyer didn’t send me any pictures.  I had purchased this cookie jar new three months previously, had never used it, and just left it in the box.   I took it out of the box to take pictures for my listing and then packed it up.  Although, I found his complaints hard to believe I know that sellers rarely win cases where the buyer claims something isn’t as described.  I sent the buyer a message that he could return the cookie jar, and I could send him a prepaid shipping label.  I also sent him another message with a link to another seller’s cookie jar that was exactly like mine,  and advertised as new in box.    The next day I sent him another message because I hadn’t heard back from him.  2 days later I get more messages from the buyer who is complaining that I hadn’t responded.  Again I respond, but I pull his email address from Paypal and send him a message there too.  I don’t hear from him again until Dec 23rd claiming that he is writing me for the 3rd time because I haven’t responded.  His messages are always sent in multiples so I sent my messages again through eBay, to his direct email, and I pull his phone number from eBay.  I left him a detailed phone message to contact me because I have responded each time but he hasn’t responded to any of my messages.  I have made it clear that I would accept a return and send him a prepaid shipping label.  I don’t understand why he isn’t responding to any of my messages and he threatens my feedback every time he writes me.  If he doesn't respond to messages and leaves negative feedback can I get it removed?

[missjen831]

He’s not required to respond to you or send pictures and eBay won’t remove negative feedback unless it violates the feedback policy. You should have just accepted the return and refunded him if and when he returned the item. 

[chrysylys]

Has the buyer opened a Return claim in the dispute console or has this all been by member to member messaging and email?

[socalboomer50]

You haven't read my message completely.  I offered to accept a return in every message that I sent him and advised the buyer I would provide him a return shipping label.  He just hasn't responded to any messages that I have sent him.  He has not opened a claim either.  He just keeps sending me messages about leaving me feedback if I don't respond,  but I have responded to every message he sent me.  I am beginning to think he is fishing for some sort of compensation, which I will not do.   I want him to return it for a refund because it is a new cookie jar.

[socalboomer50]

He has not opened a claim on eBay or Paypal.  I wouldn't need to query the community board if he had and this would have been taken care of weeks ago.  He has only sent me these somewhat vague messages through eBay.  Since he did not respond to my eBay messages I also sent him the same message to his Paypal email address, and after the last message  I pulled his contact information from eBay.  I called him on the phone with a detailed message left all without any response.  I am not a newbie as I have been on eBay for 18 years.  This is only my posting ID.  I am only trying to figure what he is doing because he hasn't opened a claim. I also don't like that he has threatened my feedback with every one of his messages.

[thallidguy]

If he never opens a dispute and never returns the item, then the problem has disappeared. You've been around long enough to know that the buyer doesn't have forever to file an SNAD. So the ball is in his court now, and if he actually has a legitimate complaint, he needs to get his backside in gear and act.

My advice is to stop trying to contact him. If he wants to follow through, he now has the means and opportunity to do so. If he doesn't want to follow through, that's on him.

This is a variation on the truism that if you don't hear from the buyer, there is no problem. This guy may have decided to strong-arm you into a partial refund and when you told him to return for a full refund, he gave up on his game. Which would explain why you aren't hearing from him now.

[socalboomer50]

I have only replied to messages sent by this buyer when he sent me one.  He sent me messages on Dec 11th, Dec 13th, and Dec 23rd.   After his 3rd message, I pulled his contact information,  and left him a voicemail message because he kept claiming that I wasn't responding to his eBay messages.  Each time I responded with instructions to contact me for a return shipping label and he would be issued a refund upon receipt of my item.  I do not plan to message him unless he writes me again.  If someone opens a claim for "item not as described" there really isn't a true cutoff date because they can always open a claim in Paypal.  They would just have to pay for the return shipping.

[socalboomer50]

I have no problem accepting a return if that is what this buyer wants.  If he opens a claim I wouldn't have any choice in the matter anyway.  But the point of my message was whether he could leave me negative feedback for "not responding to his messages" when in fact I have responded every single time. 

[*help_no_brakes*]

"If he doesn't respond to messages and leaves negative feedback can I get it removed?"

Only eBay can answer that question.

[missjen831]

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@*help_no_brakes* wrote:

"If he doesn't respond to messages and leaves negative feedback can I get it removed?"

Only eBay can answer that question.

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No we can answer that question here too and the answer will actually be correct. Feedback would not be removable simply because the buyer failed to respond to Ops messages. In this situation it would only be removable if the comment violates the feedback policy. 

[duggmills]

Grab a glass of wine along with your hands free phone headset and call eBay's Customer Service about removing the neg.

I they decline, wait (2nd glass) and try'em again. I've heard the level of customer service can vary.

If you don't get it expunged, be sure to write a response on the feedback.  It could be an opportunity to advance a creative response. The purpose of your response is to show other potential buyers you have responded. 

I feel responding is necessary as I base my purchases on my review of a seller's feedback. Those who don't respond to their negs, are scrubbed.

[missjen831]

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@duggmills wrote:

Grab a glass of wine along with your hands free phone headset and call eBay's Customer Service about removing the neg.

I they decline, wait (2nd glass) and try'em again. I've heard the level of customer service can vary.

If you don't get it expunged, be sure to write a response on the feedback.  It could be an opportunity to advance a creative response. The purpose of your response is to show other potential buyers you have responded. 

I feel responding is necessary as I base my purchases on my review of a seller's feedback. Those who don't respond to their negs, are scrubbed.

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@duggmillsAre you telling the OP to call customer service now, to remove a non-existant negative feedback????

[duggmills]

I thought she said she received a neg?

What me wrong? Well my, my, how usual.

[socalboomer50]

I would not call customer service unless an actual problem occurs.  Why poke a sleeping bear.  Why bring a problem to their attention when at the moment this is only at the threat stage.  For all I know they might contact the buyer and help him to open a claim.  Due to the wording of his multiple messages, I'm thinking that he was fishing for a partial refund as each set of messages there was an escalation.  In the first ones he stated that there was a blemish on the top of the jar with wear to the feet;  in the second it became a  gouge, and in the third, it became a large chip with horrible careless scratching all over the bottom.  Yet,  this is not evident in my pictures.  I did not debate his comments and only responded that I would send him a prepaid shipping label so he could return it for a refund. 

[missjen831]

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@duggmills wrote:
I thought she said she received a neg?

What me wrong? Well my, my, how usual.

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She never said she received a neg. She said the buyer has threatened her feedback and she came here Asking whether or not she could get a negative removed if the buyer doesn’t respond to her messages 🙂