GSP and what is an abusive mail?

[bluesville-uk]

Hello, a couple of things I need a bit of advice on please: I sold a glass item to the States which arrived broken (and I accept that it did), received an 1800 word angry message from buyer demanding I refund him including the GSP fee, I declined and referred him to the GSP rules re my responsibility ending once it reached the GSP hub......this led to a load of horrible messages saying I should be banned for ripping people off, I was trying to con him, saying I was mentally challenged, a 'weasel like Prince Harry'? and referring to me as a chimney sweep and to 'carry on cleaning toilets' (never done either btw).

Anyway he's now opened a case and left me my first in twenty years negative feedback. eBay have declined to remove the feedback despite the 'chimney sweep/brain surgeon reference and have said the messages don't break any rules. So I guess name calling is acceptable in messages now.

Am I correct in thinking he'll be refunded via eBay funds due to the GSP thing and has anybody ever had a message accepted as being abusive? I've sold on eBay for around twenty years and never encountered anything like this. It's just annoying they seem to be siding with him. TIA

[jckl1957 · Accepted solution]

I would contact Ebay Customer Services again - get a callback early in the morning when you will be more likely to speak to people in Dublin.  Ask them to remove the opening comments of the post.  They may say no, but I would definitely ask.

If there is an open case, do not assume Ebay will automatically refund.

Again, speak to Customer Services and remind them that this item was sent by GSP and the liability to refund is not yours.

Use the link below to get a callback - as I suggested, Dublin might be most helpful so maybe wait until after 8am tomorrow.

https://www.ebay.co.uk/help/eua?id=5275&mkevt=1&mkpid

[plpmr]

adding to the advice already given -

you can get the neg removed as the comment includes "I'll let eBay take care of it." as that violates feedback rules. 

[*vyolla*]

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@bluesville-uk wrote:

Hello, a couple of things I need a bit of advice on please: I sold a glass item to the States which arrived broken (and I accept that it did), received an 1800 word angry message from buyer demanding I refund him including the GSP fee, I declined and referred him to the GSP rules re my responsibility ending once it reached the GSP hub......this led to a load of horrible messages

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I would've apologised for the item arriving broken and would've told them that they can get a full refund by opening an eBay return and selecting the 'Arrived damaged' reason, I would never refer a buyer to how any process works in case they don't understand and take umbrage, which your buyer clearly has (and some!), or select the wrong reason for the return.

Has he opened a return, and what reason has he selected? If he hasn't selected 'Arrived damaged' but instead has gone for 'Doesn't match photos or description' then you'll need to make the refund, not the GSP.

[bluesville-uk]

Hello, I did of course apologise sincerely at the outset but declined his invitation to refund all his funds from my own pocket (i.e initial outlay  plus the GSP shipping fees). He was incensed at the perceived poor packing but to be honest I've never had any issue with my packing and a lot of my feedbacks commend it. Rightly or wrongly I advised him to open a case which after all the abusive mails he did, happy to say eBay refunded from their funds and removed the negative feedback. Thanks for your input esp the 'arrived damaged' bit, not having encountered this before I wasn't aware of some of this.

[bluesville-uk]

Thanks, happy to say eBay refunded and removed the negative altogether. I didn't pursue about the insulting messages any further although I did bring them to their attention at every opportunity prior to the resolution. I've now blocked him.

Thanks very much for your input.

[*vyolla*]

You're very welcome @bluesville-uk , glad that it had a good outcome for you.