Charming buyer, how should I respond?!

celestius

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.

I had my 1st neg feedback from a buyer claiming INR but refusing to open a case. She kept saying things like her laptop was broken etc.
She has not opened a case but she has left a neg. - her feedback does suggest she has claimed INR a few times...
Would she be unable to open a case in Ebay if she has a history of INR? I could not understand why she would not open a case...

janb5

I wonder whether they are chancing their arm/are being spiteful? The very fact they do not open an INR would perhaps be that then there would be an audit trail of other INR`s shown? I always respond to negative feedback to alert other sellers that something may be awry. One buyer complained about the box that a clock was sent in. The clock itself was fine and new but she claimed that she had to buy another because the box was `damaged! Luckily I photod both the box and the clock!

olgadapolga

Some people really are just nasty and spiteful, especially if they haven't bothered to read a listing description and then don't get what they were expecting. I am amazed at just how unpleasant people can be. They make me want to be unpleasant back to them but that's not really how I am. I wouldn't dream of sending the sort of aggressive messages I receive. The one and only time I retaliated was when someone accused me of selling fakes and they were sent away with a flea in their ear (they actually apologised and wondered why I'd been offended - I ask you!)

With that negative I received, it was a £7 item. Had she opened the case, I would have refunded immediately. I wasn't willing to do anything before a case had been opened purely because of her feedback history. Ebay CS said that they'd look into her account but she's still ripping sellers off!

the_lunatic_is_in_my_head

celestius wrote: »

She kept saying things like her laptop was broken etc.

For buyers who say they are using a phone we advise they need to use the browser rather than the app and switch from the mobile site to the classic site where it should function the same as using a PC/laptop.

We also attach a screenshot of where the buyer needs to go (My eBay > Purchase History > I Didn't Get It link) attached to the email asking them to open a case which saves all the "I don't know how to do it" lark.

RMS2

celestius wrote: »

Charming buyer, how should I respond?!!

Kiss my chuddies?

olgadapolga

RMS2 wrote: »

Kiss my chuddies?

:rotfl: :rotfl:

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

Finally got around to contacting Live Chat, fully explained my issue with the negative feedback and they removed it there and then! :D:D:D Along with the DSRs! :D:D I cannot thank you enough, you are a complete star and deserve a medal for suggesting this. My son says you are an :A

justapoorboy

Some of the menu choices for the buyer have changed but INR system seems to be unchanged.

---

To this buyer say
Banking arrangements have no bearing on this matter. You seem to have confused "banking" with "business". I have a "Business" account with Royal Mail.
I shall happily provide a refund but in order to process it for you, you need to follow the instructions on Ebay.

janb5

olgadapolga wrote: »

Finally got around to contacting Live Chat, fully explained my issue with the negative feedback and they removed it there and then! :D:D:D Along with the DSRs! :D:D I cannot thank you enough, you are a complete star and deserve a medal for suggesting this. My son says you are an :A

Thank you but I cant claim all the praise! Another poster on here mentioned it and as I was in a similar position with a neutral saying `ok` but nothing else after I opened a non payment case, I thought it only fair to pass it onto you! So happy it worked out well especially as the Ebay menu isn't very user friendly in finding answers to questions like this. Very very happy! Somehow cant use smilies but I would send one back to you! xx

olgadapolga

janb5 wrote: »

Thank you but I cant claim all the praise! Another poster on here mentioned it and as I was in a similar position with a neutral saying `ok` but nothing else after I opened a non payment case, I thought it only fair to pass it onto you! So happy it worked out well especially as the Ebay menu isn't very user friendly in finding answers to questions like this. Very very happy! Somehow cant use smilies but I would send one back to you! xx

I cannot believe what a difference it has made, getting that negative removed. Before it landed sales were ok-ish, once the negative was there I had no sales at all, then once it had been removed, sales picked up again. Co-incidence? Perhaps. But I don't think so.

Hopefully they will now look into this buyer's account and deem her unworthy to use Ebay.

I am going to see if I can get a couple of defects removed from DH's account - positive feedback with low DSR for description, even though they were as described and the other buyers of the items had no problems with them. Worth a try!


Sorry OP, have hijacked your thread. How did you respond to your buyer in the end?