Buyer making untrue allegation about item to get refund

[katymcg]

Hi there

I’ve just received a series of quite aggressive messages from a buyer who says an item I sold smelt so badly of mould they can’t get the smell off their hands. The item absolutely did not smell of mould - it was super clean! I think they just want their money back and not to have to pay postage. 

I am not a business seller.  This item was ‘promoted’ (before I realised the system has changed) so I paid £12+ in fees. My eBay status says is  I don’t accept returns.

The buyer has posted extremely negative feedback. 

I have responded politely and quickly to their rude, untrue messages and I even offered to refund £10 as a way of resolving the case. They replied with a demand for a return label. 

I have used the report buyer to eBay button and I have asked eBay to review the negative feedback. 

I have never experienced this before. Is there anything else I should do? 

And do you know how long it might take eBay to respond? 

I’m only selling my things because I’m out of work and need the money, so I feel a bit sick at the thought of being out of pocket because of someone else’s dishonesty. 

thanks for reading. 

[plpmr]

if they have opened a not as described case you need to accept it, issue a prepaid returns label and refund when you get the item back - you get 3 days from the case opening to accept or eBay force a refund and that damages your account and you might not even get the item back.

[4_bathrooms]

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@katymcg wrote:

I have responded politely and quickly to their rude, untrue messages and I even offered to refund £10 as a way of resolving the case. They replied with a demand for a return label. 

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Have they opened a return case (request) via eBay?

[arkwebus]

As @plpmr says.  Unfortunately the "truth" of the matter is very largely irrelevant .  It's simply "he says/I say".  EBay will simply refund the buyer if you do not start the return process within 3 days.  If you miss the deadline you may not get the item back.  This applies even if you have asked eBay to deal with.  The time-limits are not paused and eBay is unlikely to respond quickly.

"No returns" is meaningless in that all sellers must accept "not as described/faulty" cases.   It may be prudent that - while private sellers do not have to accept returns for change of mind - it is good to advertise that you will do so as in such cases the buyer pays for return.  Otherwise a buyer may simply damage the item or invent a fault to ensure a refund.  @katymcg 

[katymcg]

I don’t believe they have opened a return case, no.  I haven’t had a notification of such anyway. Would I get a notification from eBay? 
 

[katymcg]

That would be frustrating - would I have any recourse to at least reclaim the promo fees?  Or is it just a case of being conned? 

[arkwebus]

EBay will notify you and the payment put on hold.  The buyer must open a case within 30 days.   Certainly do not start communicating with the buyer.  Many would simply tell him to "use the eBay "money back guarantee". 

It is fair to say that many/most members feel that the system is heavily weighted against sellers.  The MBG system is very largely automated.  @katymcg  

[katymcg]

Thanks. I did suggest they open an eBay case initially. 

Urgh. Just when I don’t need the expense! But I guess that’s the downside of being protected as a buyer. I’m sore because it’s so patently untrue a claim. 

[4_bathrooms]

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@katymcg wrote:

I don’t believe they have opened a return case, no.  I haven’t had a notification of such anyway. Would I get a notification from eBay? 
 

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Yes, you would have received a message from eBay if the buyer had opened a case.

At this point I would advise blocking the buyer then ensure you have the "Don't allowed blocked buyers to contact me" option selected on this page. 

[rjwilmsi]

If the buyer opens a return and you complete the return and issue a refund then you should get promotion/advertising fees refunded to you. That is at least what happens for a return for me using promoted listings standard (fixed % of sale).

[katymcg]

Thanks for your advice. I wouldn’t dream of not complying with eBay’s process.

Don’t suppose eBay would refund the promotional fees? That’d at least mean I wasn’t two lots of post and fees down!


Katy

[katymcg]

Thanks - at least that’s something.

Katy

[katymcg]

Ok; will do - thanks.

Katy

[lighting_signs_and_vintage]

Whatever you do, DO NOT refund ad-hoc or on trust. As a private seller especially, I also would NEVER offer the £10 you did, especially if they were aggressive. Wait for the case (still don't refund, immediately!)  and then when and if it arrives, I'd double check on here what to do, we're happy to help.

I recently had someone who we suspect was banned from opening MBG cases due to abuse, and if this is their MO (emotive language, drama, abuse etc...) it could fit. So it may be, just maybe, that the request never comes...

And as Mr Bathrooms says, he's right (he's always right!) block the bidder, this will not prevent 'essential' comms such as returns but stop them buying and abusing you via normal messages.

[katymcg]

Oh gosh - thanks for the advice. On the first message, it didn’t occur to me that it was a bit of a con. I thought offering a discount was a good thing to do to resolve. eBay’s advice is to be as helpful as you can be as a seller, so i thought i was. I feel so foolish now. 

I have blocked already. 

I hope it doesn’t escalate. I try really hard to be a good eBay - i always wrap things nicely - tissue paper, ribbons, hand written notes. So to get this is really horrible. 

You’re lucky to have an ‘always right’ in the forum - at least if they always are! 

[lighting_signs_and_vintage]

It can be, but eBay generally give you advice that helps them to save money whether that be by giving yours away or by people not taking up customer service time 🙂

I'm not saying never do this, but it would have to be rare, and I'd have to be very happy it was genuine. As a private seller the odd undeserved neg or neutral feedback won't hurt you. And if someone had been rude to me, then they'd be getting short shrift I'm afraid.

Just had some guy now who moaned about the service Royal Mail gave him on and on and on at me, claiming it had been marked as delivered (picture of HIS LETTERBOX mind!) but he didn't have it, messaged literally 'got it now, thanks for asking', well, I don't need your attitude I'm afraid, so he's banned. It's a DVD mate, not a ming dynasty vase. Grow up 😂

[katymcg]

🤣

you’ve cheered me up, thanks!

[department28 · Accepted solution]

'I recently had someone who we suspect was banned from opening MBG cases due to abuse, and if this is their MO (emotive language, drama, abuse etc...) it could fit. So it may be, just maybe, that the request never comes...'

It would be great if they weren't able to open a case, but if they do, hope it goes through quickly. Then when you get the item back, hopefully you can resell to a nicer customer 😊 

I noticed the buyer only has a small feedback score... have they only recently joined eBay? Have they left negative feedback for anyone else? It might be worth keeping an eye on them. Maybe eBay would remove the negative feedback they left you, if the buyer gets up to anything else that seems suspicious...