Rude and abusive buyers, how do you treat them?

blue_monkey_2

Something I sent has been damaged in the mail and the customers is ANGRY because I sent it broken (it was working when we sent it and really, I've got better things to do than send something broken - I've got good feedback!!). I've told her to return it and I would refund all the postage costs but no, that is not good enough, why should SHE has to pay out of her own pocket. I have told her I will refund the costs of her postage because she needs a tracking number. No, still not good enough.

Don't you know when someone wants something for free. You just get a feeling, don't you?

I am now, apparently, 'conning her out of fees' because I charged her too much postage... that she paid too much for a 'crappy' toy I could go on..... But I think she did not like what she has bought and wants her money back. I think she wants the toy as well so will not send it on to me. Her first email said 'Give me a refund'.

So I was wondering how you deal with demanding and rude buyers.

Initially I was annoyed with her attitude but now I do admit to getting a 'tad' :rotfl: sacrcastic and 'happy' in my email replies and I think that is annoying her more. I am :rotfl: thinking about it.

I have given her the links that show that to do a dispute and that she needs a tracking number, but no, she wants me to send a pre-paid envelope. I have said she needs to return it by recorded delivery. Now she has told me she was sick of my 'know it all attitude', she is reporting me to eBay because I will not send her a pre-paid envelope, my username supports I am a horrible and not a nice person (really, it doesn't, neither does my feedback) and also 'Do not reply unless u WANT UR HEAD RIPPED OFF !!!!'

So I replied giving her the links from eBay that tell her to return it by a trackable method. Should I be worried? I am not going to be bullied by some nutter who cannot foillow simple instructions on how to get things done properly.

A gentle reminder of why I removed my business from eBay. Too many fruitcakes.

steven_garner

As a business....

Generally i try ignore any initial comment and be as polite as possible, and fully explain the situation. 9 times out if then the customer will calm down, comply and be very happy with the outcome (plus leave excellent feedback about service ect)

In a case with customers like yours i don’t play ball, i polity explain the options, if they continue to be rude and demanding i will simply state that i following the Distant selling regulations and will be happy to help but wont give in to demands.

As personal user....

Tell her to do 1

botanical

blue_monkey wrote: »

Something I sent has been damaged in the mail and the customers is ANGRY because I sent it broken (it was working when we sent it and really, I've got better things to do than send something broken - I've got good feedback!!). I've told her to return it and I would refund all the postage costs but no, that is not good enough, why should SHE has to pay out of her own pocket. I have told her I will refund the costs of her postage because she needs a tracking number. No, still not good enough.

Don't you know when someone wants something for free. You just get a feeling, don't you?

I am now, apparently, 'conning her out of fees' because I charged her too much postage... that she paid too much for a 'crappy' toy I could go on..... But I think she did not like what she has bought and wants her money back. I think she wants the toy as well so will not send it on to me. Her first email said 'Give me a refund'.

So I was wondering how you deal with demanding and rude buyers.

Initially I was annoyed with her attitude but now I do admit to getting a 'tad' :rotfl: sacrcastic and 'happy' in my email replies and I think that is annoying her more. I am :rotfl: thinking about it.

I have given her the links that show that to do a dispute and that she needs a tracking number, but no, she wants me to send a pre-paid envelope. I have said she needs to return it by recorded delivery. Now she has told me she was sick of my 'know it all attitude', she is reporting me to eBay because I will not send her a pre-paid envelope, my username supports I am a horrible and not a nice person (really, it doesn't, neither does my feedback) and also 'Do not reply unless u WANT UR HEAD RIPPED OFF !!!!'

So I replied giving her the links from eBay that tell her to return it by a trackable method. Should I be worried? I am not going to be bullied by some nutter who cannot foillow simple instructions on how to get things done properly.

A gentle reminder of why I removed my business from eBay. Too many fruitcakes.

You've correctly asked the buyer to return the item tracked for a full refund and will also refund her return postage. That's exactly what she'd be required to do if she took out a case.

As you know, responding in a sarcastic manner will wind up an already angry customer. Helping customers cool down in your interests.
Best way to deal with an angry customer? Don't join in.

Leave her to stew and open her case, give the refunds, swallow the neg and move on.
If she leaves an abusive neg, apply for it to be removed. Never be tempted to leave a reply to feedback that's a bad advertisement for yourself!

Derivative

You'll get negative and neutrals every now and then. All part of dealing with the general public.

I've had people try and rob me before, and then leave neg when their attempt fails (PayPal chargebacks). Hilarious.

BigRedAnt

Just reply professionally. Also, why not ask her to send a photograph of the damage rather than returning the item? May make her happier and also save you on extra postage costs.

blue_monkey_2

Thanks. I have stopped being sarcastic - I posted this after the 2nd email - but I've sent her the links to do things properly and told her that she needs to return it by recorded but this makes me a 'know it all' etc....

Anyway, I had a good trawl through eBay and I have reported her for threats of bodily harm. One of her other recent feedbacks from someone says 'sorry for all the problems' or something like that so I am guessing she has done this before and thinks she can get stuff for free and her postage refunded as well. I have no issue with doing this but I have been doing eBay since it started a trillion years ago and I want to have those physical goods back in my hands before I refund anything. Even if I lose money. I'd rather that than be scammed. Funny how many things never used to arrive when you ask for something t be returned by recorded delivery. I even refund Paypal fees they have lose for getting the money (because it is more than the initial payment they sent).

It says on the email reponse from eBay that threats of bodily harm are treated seriously and she could have her account suspended. They have said I should report it to the police (should I do that) and her ISP (are they going to care??) and I've asked them to block her from emailing me. And she laughed when I said I would report her.

However, I think she might have realised that she has shot herself in the foot for her 'rip your head off' comment as now she said it meant: I'd be giving you a right ballocking if you replied you dozy !!!!!. U want me to translate that as well? You sound as thick as they come so leave it to ebay to deal with.

blue_monkey_2

BigRedAnt wrote: »

Just reply professionally. Also, why not ask her to send a photograph of the damage rather than returning the item? May make her happier and also save you on extra postage costs.

Because it is not physically broken on the outside. It is a toy and she reckons it is not working - we tested everything before it left and it was working. Really, we are not that desperate for £5 that I'd risk my 100% feedback by sending crap to someone!! We did not sell because we need the money, my son wanted to sell it as he had grown out of it and he wanted to buy a different toy instead so the money he got, went towards that.

Apparently I should have sent her a battery as, because I didn't, this proves I knew it was broken. We sold loads of these battery operated toys (all different but things my son has collected) and I did not send batteries with any of them because you can't send loose batteries in the mail - not one single person has complained about batteries. It is an excuse.

Apparently everyone else does so I should have done. But I want it back here with me because I think that she just wants me to refund it, hence the first email 'Give me a refund'. not even one email asking how we could rectify the situation, just an email that said 'I had deliberately sold her a broken toy, give me a refund'.

And no, I won't give her anything without that toy being here with me. She thinks she can bully me then she has another thing coming, if she has to go out of her way then tough. If someone was nice to me than I'd have no problemw ith going out of my way - but I have no time whatsoever for bullies who think they can shout, swear and make threats of harm to intimidate me into giving her money back.

And once it is done, I intend on leaving a follow up feedback to my positive that says she threatened me with harm over this, so others know what to expect too if she does the same to them.

Chocmonster7

You've stated your case. From now on either ignore her or just copy and paste the previous "must be returned by recorded delivery" stuff. Don't bother wasting anymore time on this person, life is too short!

Myyrrddyn

I had a nutter who wanted everything and by that I mean refund, and a replacement of the broken one. I sent the money to cover return postage via Paypal. And made sure that they had to accept it. I also put a not one the money transfer that this was covering return postage and that they are legally bound if they accept the money to return the item. They where as nice as pie after that and when the item got back I could see the fault and fixed it. It was that simple to fix even a trained monkey could do it. So I posted back the same one and they are happy now and given me a good feedback.

You could get a parcel delivery company pick it up, as that is another way around it.

blue_monkey_2

LOL M,

Yes. I think that is a good idea though if she asks again. If she does not return it within 7 days then I could recall the payment. Thank you.

I've not heard anything since this morning.

Oliver14

blue_monkey wrote: »

I have given her the links that show that to do a dispute and that she needs a tracking number, .

Why are you encouraging her to open a dispute. That all contributes to your seller compliance. Also if it got escalated and and you lost which you would you do not get refunded your paypal fees.

blue_monkey wrote:

And once it is done, I intend on leaving a follow up feedback to my positive that says she threatened me with harm over this, so others know what to expect too if she does the same to them

.Don't do this she will be able to get it removed as a flase positve and it will also be another mark against your seller compliance.

I must admit I would have handled it differently she may be thinking what's the point of returning a broken item. I would have just asked for some photos and then refunded.