Charming buyer, how should I respond?!

celestius

This is one of my ongoing INR cases. She asked me for POP for the item so I replied:

"Sorry I don't get proof of posting on a online business account with Royal Mail. I can't claim for any loss.
You will need to open a INR case in Ebay now to get your refund"

I get this reply!!
"Sorry but thats a lie my friend works just like this n she uses online banking .. id like a refund please .. this is taking the p*ss"

Help! - where do I go from here!

RainbowDrops

Just say something like:

Sorry, I think you missunderstood my message.
I am happy to refund you, but you need to open an INR case for me to process your refund properly.

usefulmale

Just keep repeating what you initially said. Don't get drawn into any other argument and deffo don't just refund.

alykatz

!!! stated above just grit your teeth and reiterate please open a case for a refund.

I can never understand why people think talking to someone like that is going to get them anywhere or get anything solved.

celestius

Yes will stay professional. Not a nice message 1st thing in the morning!
So probably looking at a negative, losing the item - I really can't claim for loss - and a defect on my account! Think I need a holiday!

RainbowDrops

It sounds like they were confused about the bit where you mentioned your OBA - I imagine most people wouldn't know what it was. I didn't until I saw someone mention it on here.

19lottie82

celestius wrote: »

Yes will stay professional. Not a nice message 1st thing in the morning!
So probably looking at a negative, losing the item - I really can't claim for loss - and a defect on my account! Think I need a holiday!

If the buyer leaves a negative because the item hasn't arrived, and you refunded / replaced before the buyer escalates a case, ebay will remove the negative feedback, if you ask. This is because RM losing the parcel is outwith your control and you have dealt with the situation correctly.

olgadapolga

19lottie82 wrote: »

If the buyer leaves a negative because the item hasn't arrived, and you refunded / replaced before the buyer escalates a case, ebay will remove the negative feedback, if you ask. This is because RM losing the parcel is outwith your control and you have dealt with the situation correctly.

I had a similar incident; user claimed INR after two weeks, asked them to open a case and then we would issue a refund. Heard nothing, assumed delivered. Two weeks later, again user claimed INR, again asked them to open a case then we'd refund. Next we heard was a negative feedback (in which they'd lied). Checked their feedback, serial claimer of INR, no wonder they wouldn't open a case.

Ebay refused to remove the negative feedback because we could not prove delivery (low cost item, not tracked).

Reported buyer to Ebay because that's all we could do. I am currently waiting for the buyer to open a case in Paypal as it's too late for an Ebay case.

janb5

olgadapolga wrote: »

I had a similar incident; user claimed INR after two weeks, asked them to open a case and then we would issue a refund. Heard nothing, assumed delivered. Two weeks later, again user claimed INR, again asked them to open a case then we'd refund. Next we heard was a negative feedback (in which they'd lied). Checked their feedback, serial claimer of INR, no wonder they wouldn't open a case.

Ebay refused to remove the negative feedback because we could not prove delivery (low cost item, not tracked).

Reported buyer to Ebay because that's all we could do. I am currently waiting for the buyer to open a case in Paypal as it's too late for an Ebay case.

Olgadapolga, it may be worth going via Livechat as they often remove negatives particularly as you can demonstrate that the buyers have a history of failed INR`s
http://contact.ebay.co.uk/ws/eBayISAPI.dll?ContactUs&wftype=2017&rcode=FB%25P10049&subject=Feedback%20Abuse&bcrumb=%20Home%20%3E%20Help%20%3E%C2%A0Membership%20%26%20account%C2%A0%3E%C2%A0Rules%20%26%20policies%C2%A0%3E%C2%A0Feedback%20abuse&instruction=&exp

xx

janb5

Sorry I meant both methods- try Live chat and also complete Ebay form. You can also respond to feedback to let other users know there was difficulty such as ...Buyer refused to open a case despite history of other lost orders?

olgadapolga

janb5 wrote: »

Olgadapolga, it may be worth going via Livechat as they often remove negatives particularly as you can demonstrate that the buyers have a history of failed INR`s
http://contact.ebay.co.uk/ws/eBayISAPI.dll?ContactUs&wftype=2017&rcode=FB%25P10049&subject=Feedback%20Abuse&bcrumb=%20Home%20%3E%20Help%20%3E%C2%A0Membership%20%26%20account%C2%A0%3E%C2%A0Rules%20%26%20policies%C2%A0%3E%C2%A0Feedback%20abuse&instruction=&exp

xx

Will give that a go, and will fill in the form. Thanks for that!