Aggressive Buyer

[svcassie]

I was left very distressed by a 'buyer' who came to my home.. I reported her to Ebay immediately - after a very long online chat, after me making it clear I would not be issuing a refund, as she was abusing the refund policy, Ebay said I would not be expected to refund her.. the same day Ebay issued her a full refund. So she got a full refund AND kept the item !! She also left very untrue and false statements in her feedback of me.  I have asked Ebay to remove the horrible feedback and they have decided not to remove it. What has been said is not true and is detrimental to my character and my 100% positive feedback, over many years. - there's appears to be no appeal process with regard to their decision? What happened to 'seller protection' ?  Any advice please?

[papso22]

Collection items are covered by the money back guarantee in the same way as posted items if the buyer claims they are not as described.  So you can't refuse a return for a refund without losing both the item and the money.  There is no seller protection.

It's usually unwise to refuse cancellation requests, it can lead to exactly the situation you have described.  Buyer resorts to a claim in order to get their money back for an unwanted item.

Liverpool is a big place, if you do collection again I suggest you be a bit more specific in the description. Perhaps the  buyer was put off by the distance they had to travel to collect it.

[red_magpie]

I'm surprised that eBay would not remove the feedback, as it refers to involving eBay for a refund.

This is not allowed, regardless of anything else the feedback may say. It may be worth trying again to get it removed. Rather than reporting it try contacting customer support in person, if you didn't do this last time.

As regards eBay saying you would not be expected to refund her, we regularly hear of eBay saying one thing and doing another. It may be that the staff who respond to phone calls are not the ones who make the final decision. Or they may just make promises to get callers off the line.

[jckl1957]

Nobody wants to deal with a difficult buyer but the best course here would have been to apologise that the item was not as the buyer expected and to refund them.

They were entitled to a refund if they felt the item was 'not as described'.  You could not expect to keep the buyer's money and the item.

The feedback reflects the buyer's experience and there is nothing in it that breaks Ebay rules.

However, the feedback you left for the buyer does break Ebay rules as you have left negative comments with a positive 'green dot' and, if requested by the buyer, Ebay will remove that feedback.

[svcassie]

The item WAS exactly as described - there were also many photographs for any buyers to look at and zoom in on. I left feedback, but I don't know why a green positive icon came up, how do I change that please? The buyer has kept the item and was issued with a full refund by Ebay, as a way of 'courtesy' (their words). I have tried to explain this very distressing incident, the buyer was throwing the item onto the ground and photographing it at my door and then they also PHOTOGRAPHED ME. Which is totally unacceptable.

With kind regards
Sandra

[*vyolla*]

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@svcassie wrote:
The item WAS exactly as described - there were also many photographs for any buyers to look at and zoom in on. I left feedback, but I don't know why a green positive icon came up, how do I change that please? The buyer has kept the item and was issued with a full refund by Ebay, as a way of 'courtesy' (their words). I have tried to explain this very distressing incident, the buyer was throwing the item onto the ground and photographing it at my door and then they also PHOTOGRAPHED ME. Which is totally unacceptable.

With kind regards
Sandra

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Sellers can only leave positive feedback for buyers, and its against eBay policy to leave a positive rating with a negative kind of comment. 

If the buyer was issued with a refund refund as an eBay courtesy refund then you haven't funded it  - eBay have, you keep the original payment so haven't lost out here.

[svcassie]

They have reused to remove her very untrue and false feedback, this will have a very negative effect on me. I'm already distressed after the incident at my home, which left me really shaken — the buyer threw the item on the ground and was photographing it - she then PHOTOGRAPHED ME !! I was left very distressed and upset. The item was accurately described as 'vintage style' - she was claiming it wasn't vintage !! I gave a full description for the item and included many photographs. When I saw her terrible feedback, I then left feedback for her — for some reason it came up with a green, positive icon — which is totally incorrect, as I was not leaving 'positive' feedback. Do you know how I can change that please? I've been trying but can't understand how to change it — thank you for responding

With kind regards
Sandra

[svcassie]

I didn't leave a 'positive rating' I left feedback to reflect exactly what happened - why can we only leave 'positive' feedback? Yes, Ebay did issue the refund, it's not about me not losing out financially - it's the fact that she abused the refund policy - She should have returned the item if she had received a full refund - but she ended up keeping the item AND receiving a full refund?

Her feedback was false and untrue and is detrimental to me - as it is not a true reflection of what happened?

With kind regards
Sandra

[papso22]

Seeing as how it was ebay that issued the refund why would you be entitled to the item back?

Sellers cannot leave negative feedback for buyers, that means negative comments on a green dot as there is only the green dot option (no red dot).

[svcassie]

If a buyer wants a refund, then they are asked to return the item ?

With kind regards
Sandra

[papso22]

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@svcassie wrote:
If a buyer wants a refund, then they are asked to return the item ?

With kind regards
Sandra

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Only when it is the seller that is giving the refund.

[*vyolla*]

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@svcassie wrote:
I didn't leave a 'positive rating' I left feedback to reflect exactly what happened - why can we only leave 'positive' feedback? 

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Yes you did, as previously mentioned, sellers can't leave anything but a green dot positive rating, so you did that and left a negative type of comment which, as also previously mentioned, is against eBay policy.

Your buyer may apply to have that removed and eBay will remove it and give you a policy breach against your account. 

Your buyer doesn't have to return the item if eBay have made a courtesy refund, to be honest this is a bonus for you because usually the seller has to arrange (and pay for) the return. eBay have refunded the buyer and allowed you to keep the money. 

[svcassie]

Why would it be a policy breach — if the buyer can leave feedback on my account, why can't I do the same on her account ?

With kind regards
Sandra

[tobiasd4]

Ebay site = Ebay rules.

I know you are upset, but best to forget it and move on.

[papso22]

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@svcassie wrote:
Why would it be a policy breach — if the buyer can leave feedback on my account, why can't I do the same on her account ?

With kind regards
Sandra

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You can leave them feedback but because you can only leave buyers positive feedback, leaving anything other than positive comments is a policy breach.

[svcassie]

Well that is very unfair — ?? Ridiculous rule.

With kind regards
Sandra

[tobiasd4]

If might be unfair,

but when ebay allowed sellers to leave buyers negative feedback it led to a slanging match.

[svcassie]

Well it IS unfair and unjust that I can be 'slagged off' with false claims, but I cannot respond or leave negative feedback in response — whether you call it a slanging match or not — how is that a fair policy for sellers !!

With kind regards
Sandra

[tobiasd4]

This is an ebay member forum about ebay. 

Wether you or us think it is fair or not, as I said it is ebay's site, 

So we can't do anything to change it.