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Buyer refusing return process and demanding refund — feedback extortion?
Hi everyone,
I am wondering if this a common thing on eBay as I am long term buyer, but a new seller.
The day after deliver of a vintage comic the buyer contacted me claiming an item was damaged. His first message was very aggressive and read exactly as follows: “Hi what a rubbish comic the back cover hanging loose l would like a refund thanks disgusted his name redacted if not you will get a rubbish feed back.”
I immediately asked them to provide photos so that issue could be properly reviewed and resolved. However, they refused to provide any photos on the basis of their age (??) and not knowing how to do that. I suggested that maybe a family member or trusted friend could help to which the reply was “Ok I will just give you bad feedback”
I replied to that message by again stressing I was willing to help, but would need to see some evidence of the damage claimed. I have photos of the comic taken prior to careful packing that shows the cover was attached. This was my last reply to the buyer:
"I am willing to resolve this properly, but I cannot issue a refund without evidence of the issue you’re describing.
Under eBay’s Money Back Guarantee process clear photos of the alleged damage are required. Without them, I have no way to verify the claim.
If you’re unsure how to upload photos, someone can assist you or you can open a return request through eBay, where you’ll be prompted to attach images.
Threatening negative feedback if a refund is not issued is not appropriate. eBay’s feedback system is intended to reflect the actual transaction, not to pressure a seller into providing a refund outside of eBay’s policy.
If you believe the item is not as described it is best to open a formal return request through eBay and provide the required photos. I will respond promptly through the proper channel."
I feel that from their first message they have demanded a refund without returning the item and indicated they would leave negative feedback if I didn’t comply.
Is this typically considered feedback extortion, and what has been your experience with eBay reviewing these cases?
I’m happy to resolve legitimate issues and follow eBay’s policies, but in this situation the buyer is refusing to use the proper return process and is pushing for a refund without evidence or return.
I have reported the buyer.
I appreciate any advice — just trying to handle this correctly and by the book.
Thanks in advance.
plpmr
Mentor6 months agountil they open a not as described case ignore them.
Once a case is opened deal with matters through the case.
arewein
OP6 months agoThanks for the advice. Unfortunately the buyer has left me the negative feedback but has no opened a case
plpmr
Mentor6 months agoeBay feedback policy -
https://www.ebay.co.uk/help/policies/feedback-policies/feedback-policy?id=4208&st=3&pos=1&query=Feedback%20policy&intent=feedback%20ext&lucenceai=lucenceai&docId=HELP1223
61stephenuk
Mentor6 months agoThe comic was sold with eBay simple delivery, you should have asked the buyer to open a case stating item arrived damaged and eBay would have sorted the refund and you keep payment, still worth trying to get feedback removed
arewein
OP6 months agoHi, I did tell him to open a case but he ignored that. He refused to upload any photos to show me the alleged damage. It seemed like all he wanted was a refund without any proof of the damage and threatened negative feedback from the off if I refused to comply with his demand.
jckl1957
·6 months agoBuyers are not under any obligation to provide photos confirming damage. You insisted the buyer had to do this and then stated: 'Under eBay’s Money Back Guarantee process clear photos of the alleged damage are required.'
Had your buyer opened a case, they would have had to provide a single photo through the case - and that could be a photo taken from the original listing.
You were not really very helpful to the buyer, and your response to their feedback doesn't really show you in a good light.
I would have responded to their initial message with an apology and a request to open a return case.
That might have avoided the negative.
arewein
OP6 months agoforgot to mention that the value of the item in question was under £10 inc the P&P.