Need help with very rude buyer!

Leanna86

I have been trying for ages to get my positive feedback up to a high number and I am proud of getting 110 positive feedbacks for selling and have a score of a 100%

I sold a DVD to this member for £2.00 and it had a scratch on it (apparently) and I checked all the DVDs before hand to see if they had any severe scratches on them before selling, they only had usage scratches from being used in the players, but all were in full working condition so stated that they were all in good condition.

He mailed me saying he is unsatisfied with it as it has scratches on it, so I said I was sorry about this, if he sends it back I will once received send him a full refund including the postage he pays to return it...

He replied saying he is not going to return it as it puts him out by having to wrap it and take it to the post office, and he doesn't have time so he will just give me bad feedback and a bad comment as I lied in my listing and falsified the listing! He is being really rude and completely unwilling to resolve the matter.

I think he was expecting me to say don't worry about returning the item but I will refund him or drop the cost because I have put him out in some way!!!

I have spoken to eBay and told them what happened, and they said I should try to resolve the issue direct by calling him, but I said by the way he has wrote his mails to me I don't feel comfortable contacting him direct as he comes accross as quite an irrate person.

They said that once he leaves bad feedback I can appeal but unless it falls under there 'bad feedback removal' guidlines they wouldn't be able to revoke it.

Has anyone else had to deal with someone like this, and how did you resolve it or anyone work with ebay etc. who could give me some advise?

I don't want bad feedback as everyone knows it is a must to sell and buy on eBay as I don't want people feeling they can't trust my services.

I feel like he is the type of person who does this on purpose to try and get money off items (he would be a great MSE!!!! ) but I would be the one loosing out even though I have followed eBays policy, and feel I have been more than helpful to offer him a refund of postage to refund the item when eBay states I don't have to offer that option....

This has really annoyed me and would really appreciate anyones comments, tips, advise or there own stories about there experiences!

p.s. sorry for the lengthy post! if I had the money drinks all round! :beer:

PinheadSK

Take the hit on the item/postage costs... imho, the best you can do to try to avoid the neg is to refund him in full and tell him to keep the item. This might get you a positive or neutral but he sounds like he's going to neg you regardless.

If he still insists on leaving negative feedback, there's nothing you can do apart from add him to your blocked list and add a polite counter-comment.

Personally, 100% positive feedback is not something I look for in a seller. It helps but is not the be-all of indicators to a good seller. In fact, if a seller has a trillion positives and no negatives, that would make me very cautious as even the best have problems occasionally.

Good luck!

Sean

cyberbob

Start selling some low value items. (free listing tomorrow) as one neg on an account selling less tha 20 items a month can have an effect regarding your policy compliance. So keep an eye on your Expanded seller dashboard. Don't give into blackmail. If you get a neg reply factually and calmly and it shouldn't effect any future buyers. Just offer what you have which is more than fair

One bad feedback with a calm response doesnt put most buyers off. Its normally serial problems that cause buyers to think twice

pinkshoes

Did you offer to refund the return postage too?

I would reply asking for a photo of the scratch.

Leanna86

pinkshoes wrote: »

Did you offer to refund the return postage too?

I would reply asking for a photo of the scratch.

I did offer a refund on the return postage yes.

haha he thinks I am putting him out by asking him to post it back to me let alone ask him to take a picture of the scratch and to email it to me! He even said by him having to mail me his complaint has wasted his time un-necessarily!

Leanna86

cyberbob wrote: »

Start selling some low value items. (free listing tomorrow) as one neg on an account selling less tha 20 items a month can have an effect regarding your policy compliance. So keep an eye on your Expanded seller dashboard. Don't give into blackmail. If you get a neg reply factually and calmly and it shouldn't effect any future buyers. Just offer what you have which is more than fair

One bad feedback with a calm response doesnt put most buyers off. Its normally serial problems that cause buyers to think twice

I did say to him if he feels I have not dealt with his complaint properly then he is more than welcome to leave negative feedback but also said that I have followed the regulations and haven't actually refused his complaint...but obviously he didn't like my answer...grrr :mad:

I think he genuinly believes that I was going to just say don't worry about it, keep the item, and here is all your money back...yeah right!

Leanna86

PinheadSK wrote: »

Take the hit on the item/postage costs... imho, the best you can do to try to avoid the neg is to refund him in full and tell him to keep the item. This might get you a positive or neutral but he sounds like he's going to neg you regardless.

If he still insists on leaving negative feedback, there's nothing you can do apart from add him to your blocked list and add a polite counter-comment.

Personally, 100% positive feedback is not something I look for in a seller. It helps but is not the be-all of indicators to a good seller. In fact, if a seller has a trillion positives and no negatives, that would make me very cautious as even the best have problems occasionally.

Good luck!

Sean

TBH if he was polite about it from the first message I would of probably told him to keep the item and would of refunded him at least the postage but he was so rude from the beginning that I wouldn't want to give him the satisfaction of me doing so...and oh yes from the way he talks I am sure even if I gave him 1 million pounds as a good will gesture he would just leave me negatives either way lol :eek:

pinkshoes

I'd just ignore him now, and if he leaves a neg, just reply to it saying "full refund offered including return postage. buyer wouldn't even send photo of scratch".

emerald_starcat

Have you looked at his feedback left for others? Is he a serial negative feedback giver?

richardvc

I know you said you didn't want to but phone him and then see if he will return it.

We have had something similar with these chancers and what they do is try it on to get their money back and the goods for free.

It is annoying and I understand your frustration.

boombap

Calling him could work out well or badly - one the one hand once he speaks to you he could see sense but on the other he might feel his personal space had been violated and leave a neg straight away.

Mind you, he sounds like such a crank he could well have entered a bogus contact number on his profile page. If this is the case and you report it to ebay you'll find his account will be nuked pretty quick.

S.