Problem ebay buyer from Israel!!!

ramenkid

Hi everybody,

Cut the story short, I sold an fairly new 100% authentic branded item but the buyer is being a nightmare...

The buyer is from Israel and I have already overpaid postage myself. She is being very unreasonable who distorts all the facts and makes it sounds like I sewed the coat myself! My item is a 100% genuine product and description & listing are as close as possible hence I stand on my ground that it's described in the correct manner. Please tell me what I should do. I do not want to refund her (plus postage) because I believe I'm in the right. (Though I had offered her as a goodwill gesture I'd refund ONLY the item but NOT postage if she insists to do it - but the postage will probably cost more than the item)

She even threatened me with "In other case I'll achieve an expert report and send it with your and my pictures of a coat to ebay and paypal administration ant it will be much worse than just a bad feedback and downgrading your rating".

This is her reply after I have ensured her the item was as described and genuine. Many thanks.

Hi, there is no talk about expectation. It is obvious that the coat has been worm much more than a few times. All my expectations came from your picture and description, which appeared as completely wrong. There is no space for misunderstanding, but it seems more like false representation.
I have enough understanding I brands and can distinguish between genuine XXXXX product and homemade item. This is not even sample (one of a kind).The stitches are not original, and it is very obvious. The buttons sewed on not in a fabric way and so the lable. It seems that we are dealing here with a fake that is against ebay and British laws. So there is nothing to do with liking or disliking item. Therefore I'd like to send you a coat back and expect you fully refund me also for the postage.
In other case I'll achieve an expert report and send it with your and my pictures of a coat to ebay and paypal administration ant it will be much worse than just a bad feedback and downgrading your rating.

clumsy_cupcake

if she opens a case she will have to send item to you tracked at her own cost and you will have to refund for the item and postage. If a lose lose situation, either way your going to have to refund her. Just tell her to send it back to you and when you recieve it in the condition you sent then you will refund.

Unfortuantly this is the downside of ebay and buyer is always right in ebays eye.

RFW

I'd report to Ebay. Simplest thing is to just be clear and concise. Tell her to return and you will refund upon receipt. There's not much more you can do or that she can get you to do.

I would be tempted to try a partial refund, but you may have gone past that point.

It's a matter of damage limitation, with an overseas customer even if she is totally in the right, there's not too much damage she can do, the worst is a negative.

Keep away from a battle of emails, just give her one or a choice of options to finally settle it. You can usually find out what a complainer wants by giving them clear choises, occasionally you get the very impossible one though, and there really isn't anything you can do.

ramenkid

Should I report her on ebay of 'Feedback extortion'? From the description below, it's clearly that's what she's doing?!

A buyer threatens to leave negative or neutral Feedback, or low detailed seller ratings (DSRs) for you unless you provide a full or partial refund, a return that falls outside applicable legal requirements and conditions stated clearly in your listing, goods or services not included in your original listing.

RFW

ramenkid wrote: »

Should I report her on ebay of 'Feedback extortion'? From the description below, it's clearly that's what she's doing?!

A buyer threatens to leave negative or neutral Feedback, or low detailed seller ratings (DSRs) for you unless you provide a full or partial refund, a return that falls outside applicable legal requirements and conditions stated clearly in your listing, goods or services not included in your original listing.

It won't hurt, she may get told off, depends how they interpret it, if she's done anything similar before then it may work in your favour.

sgh1976

Can you share the ebayers username? If you don't want to post it on here, please PM me

Reason I ask is 2-3 weeks ago I had a buyer from Israel claim I was sending them fake item's However instead of sending messages to me first, they left a neg claiming it was fake.

I was highly ****** off when ebay refused to remove the comment, despite the fact I could show them the proof there and then and even get the manufacturer to provide the evidence as well. "It is the buyers opinion, we can't change that" Despite the fact it was an outright lie. So in eBays eyes, as a buyer you can pretty much say what you want (without being aggressive) and have to show no proof and the seller has to bend over and take it and let his business get a kicking. I wasn't even asking for the Neg to be removed, just the comments about it being a fake when it wasn't.

Thankfully after an exchange of messages the buyer agreed to remove the comments, and switched it to a neutral just want to know if you have the same problem buyer as I did

hilstep2000

I had one bad experience with an overseas buyer, so now I only sell in the UK. Don't even include Northern Ireland.

soolin

hilstep2000 wrote: »

I had one bad experience with an overseas buyer, so now I only sell in the UK. Don't even include Northern Ireland.

So if you get one poor experience in the Uk would you stop selling entirely?

Seems a bit extreme to give up on a huge overseas market due to one problem. Incidentally, Northern Ireland *is* in the UK.

ramenkid

I have reported her to ebay for 'feedback extortion' 3 times (2 times by filling on online form/ 1 time by online chat). Twice they came back to me saying that it isn't the case but hey hey I have another reply! (Guess it depends on the person who looks at the case so you just gotta keep trying!)

Thank you for gettin in touch with us regarding your buyer "xxxxxx" who you feel has threatened of leaving you negative feedback if you don’t issue a refund for the clothes (item xxxxxxxxxxxxxxx) they won from you. I understand you believe the items you are selling are true to their description, so I appreciate the chance to assist you further with your concern.
I certainly realise how frustrating it is especially when you had to go through this much trouble with a transaction.
As you know, buyers are not allowed to threaten sellers with negative Feedback, neutral Feedback or low Detailed Seller Ratings in order to obtain goods or services not included in the original listing.
Therefore, we've concluded that their behaviour is considered as feedback extortion. As a result, we have taken the appropriate action against this buyer.
I hope you understand that privacy is important to us, so we're not able to share the details of the actions we take. You may not immediately notice or be able to see these actions, but they can include removing a listing, removing Feedback, sending the member a warning, limiting buying and selling privileges, or even suspending the account.
For more information about our Feedback extortion policy, visit:
http://pages.ebay.com/help/policies/feedback-extortion.html
If they have left you negative feedback for this transaction, please write back to us and we’ll be happy to remove them on your behalf.
Thanks again for taking the time to bring this to our attention and helping us keep eBay a safe place to buy and sell. If I can be of any further help, simply reply to this email.
Kind regards,
XXXX XXXXXXX
eBay Trust & Safety

Should I still communicate with the rude buyer or consider giving her a refund? She's still waiting for my reply after the message I posted on top last night!

RFW

hilstep2000 wrote: »

I had one bad experience with an overseas buyer, so now I only sell in the UK. Don't even include Northern Ireland.

Seems a bit extreme, if you aren't sending by courier there's no difference in price sending to N. Ireland and I've generally found them to be amongst the nicest people in the country.

hilstep2000

Just how I feel actually. I still manage to sell most of what I list.