Returne Query

mimi1234

Hi friends, I hope you are well.

I sold some miniature creams on eBay. I've had them for a while and was never going to use them. Sold two lots, buyers really happy, excellent news.

Sold the last lot. She asked me questions about whether they were genuine etc. She bought them Saturday night and was hounding me Sunday morning asking if they had been sent. I posted on Monday but had a few busy days and forgot to input the Tracked 48 code. Queue another 10 demanding messages. I replied and said they had been sent and I would update the code shortly.

Wednesday, she opens a return saying the items were abhorrent, fake and I was a fraud and that she wanted her money back. Initially, I wanted to tell her to take a running jump but spoke to eBay who said accept the return, I would have to pay for it and upon inspection, if there was anything dodgy, they would step in.

Begrudgingly I accepted the return. Since then, she has left me nasty feedback and closed the return. Does this mean this is the end of it or will she still be sending it back? Can I leave her equally nasty feedback or would that be rotten of me?

Have a fab weekend x 

zackary71

She has to send it back and then you can assess situation once received. Is it the same item you sent ? If not, I'd be contacting eBay. You only refund though once item is back with you. You can't leave tit-for-tat Negative Feedback,but if theirs is abusive, you should be able to go down Feedback revision route and have it removed. Once all complete, add them to Blocked list.

soolin

mimi1234 said:

Hi friends, I hope you are well.

I sold some miniature creams on eBay. I've had them for a while and was never going to use them. Sold two lots, buyers really happy, excellent news.

Sold the last lot. She asked me questions about whether they were genuine etc. She bought them Saturday night and was hounding me Sunday morning asking if they had been sent. I posted on Monday but had a few busy days and forgot to input the Tracked 48 code. Queue another 10 demanding messages. I replied and said they had been sent and I would update the code shortly.

Wednesday, she opens a return saying the items were abhorrent, fake and I was a fraud and that she wanted her money back. Initially, I wanted to tell her to take a running jump but spoke to eBay who said accept the return, I would have to pay for it and upon inspection, if there was anything dodgy, they would step in.

Begrudgingly I accepted the return. Since then, she has left me nasty feedback and closed the return. Does this mean this is the end of it or will she still be sending it back? Can I leave her equally nasty feedback or would that be rotten of me?

Have a fab weekend x 

If she’s closed the return then that’s the end of it, eBay will consider the matter closed, no refund and no return.

As above, depending on the actual feedback it might be worth using the feedback removal tool and ensure you choose wording that suggests she is in breach of feedback regulations. 

Unfortunately you can’t leave anything other than positive feedback for buyer, so leave nothing at all. If you leave a positive with negative comments buyer can complain and you would get a warning. 

mimi1234

Oh got you. I thought she had closed it but was still sending it back. I've not had a return in forever. Mind you, I hardly sell anything on there these days.

Thanks for your help.

I know we can only leave positive but it will all be in CAPITAL LOCKS and very negative. 

The mind boggles as to why she wants to keep it now if it was so abhorrent and fake. Hmmm!

soolin

mimi1234 said:

Oh got you. I thought she had closed it but was still sending it back. I've not had a return in forever. Mind you, I hardly sell anything on there these days.

Thanks for your help.

I know we can only leave positive but it will all be in CAPITAL LOCKS and very negative. 

The mind boggles as to why she wants to keep it now if it was so abhorrent and fake. Hmmm!

If you leave negative comments buyer can get it removed and you will get a warning. Do you really want a seller strike over this buyer to add to your woes? 

sonearandyetsofa

Do not leave negative feedback under a positive rating, it will get removed and you could get a policy violation from eBay - not worth it. Use eBay's help & support pages, ask to speak to an agent, choose the phone option, and describe the issue to them. It sounds likely that it could be removed. EBay's policy for feedback looks like this (direct quote):

"We remove all feedback that contains any:

• Content promoting hatred, violence or discrimination
• Profane, obscene, adult, illegal or explicit content
• Opinions on any political, religious or social issues
• Any implied or explicit threats or intimidation
• Personally identifiable information
• Links, URLs or other content encouraging sales outside of eBay
• Infringement of third-party rights
• Meaningless content or images that aren’t of the item purchased
• Comments intended for a different item or seller
• Negative comments with positive ratings, or positive comments with negative ratings
• Personal attacks that could harm the reputation of the seller or their business and could not reasonably be viewed as constructive criticism"

So if she's accused you of selling fakes, said anything about you personally, or used any profanity, you should be able to get it removed. Block her account immediately, and use the "report buyer" feature to report her separately from reporting the feedback - it doesn't sound like she ever had any intention of returning the items, so report her for misuse of the returns policy. 

If you can't get the feedback removed, you can write a reply to it that will appear on your feedback page underneath her feedback - keep it short, to the point, and factual not emotional i.e. "Buyer has been blocked due to their behaviour. Despite their accusations they insisted on keeping the items. I do not refund unless the item is returned."

When you leave feedback for her, keep it non-removable: "I was sorry to hear that the product wasn't to your liking, but I only refund if the item is returned. Please note I only sell original brands." If another seller reads that they will know that this buyer is a nightmare - if I saw that on a buyers' feedback, I wouldn't accept an offer from them.

As satisfying as it might feel to leave "THIS ABUSIVE BUYER IS A HORRIBLE PERSON WHO WILL WRECK YOUR FEEDBACK AND TRY TO ROB YOU BE WARNED!!!" it won't stay up there for long and therefore won't help anyone else avoid her shenanigans.