Buyer wants to return item but wants to keep it

[fracar3182]

I sold an item on ebay. The buyer said it was a fake and wants for a refund and doesnt want me to invole ebay in this process. He says I will get a negative review. I asked him to return the item for a full refund but he is sitting on the fence. He is bullying me in saying I will get a negative review if I don't allow him to keep the item while he gets a full refund as well. What should I do?

[parsley2003]

He's blackmailing you and it's not allowed you need to report him you must involve Ebay and not refund unless you get the item back first

[fracar3182]

Thank you for your prompt response. But he is saying that he will give me a negative feedback. So if I report him will that not expose me? All in all, as a seller, I need to maintain a clean slate to keep my business going. 

[parsley2003]

It's up to you but i've had a handful of negs over the years and Ebay have always removed them. They can read the messages he has sent you assuming that you have spoken on Ebay and see what he has said. He's trying it on hoping for the money back and the item it's very wrong. 

[parsley2003]

He can still leave a negative even if you do refund him, Depends on the value of the item. If it was low value i would probably refund and block him but i don't sell high value items 

[fracar3182]

You hit the nail on the head. Can you please send me the link where I can report him? I agreed for a full refund. But he said he was expecting to solve this issue without involving ebay. To placate him further, I even offered a partial refund, but he hasn't responded. So as you rightly pointed out, it looks like a case of blackmail, nothing more, nothing less. Its great to learn from a seasoned seller like you. Can you please send me the link where I can report him? Thanks once again for being helpful.

[fracar3182]

You are right. I will try to give him a partial refund and see his reaction. The items in question are expensive. If it was a couple of quid, then I wouldnt have thought twice. His silence smacks of conspiracy. Thanks again. 

[roger_roger_over_and_nowt]

Hi OP,just my 2 penneth worth.

If it were me ,before doing anything else ,i would request a call back from Ebay CS via :-

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

Best time to do this is just after the lines are open which is 8 a.m. Monday to Friday.

Hopefully you will get a call back from CS in ireland.

You can explain what is happening and ask them to look at the messages between you.At the very least get things on record.

One reason a buyer would not want to involve Ebay is because they may have put in too many claims and have had the MBG option removed.

You might also gain helpful info by viewing their feedback page and especially their "feedback left for others".

Good luck.

[parsley2003]

Hi don't know about link but top left in help and contact look up report  a buyer there's loads of different things i would say yours is misusing money back guarantee or returns system, you can ask Ebay to step in and help. It might be better to speak to someone but it hard to get a real person. I'm no expert on this just trying to help you. They can remove feedback if it is given unfairly mine was more than once.

[parsley2003]

Thank you for helping him yes speaking to someone would be better 

[parsley2003]

There you are someone has given you the link to speak to Ebay, good luck with it 

[fracar3182]

That's a brilliant idea. Thanks for being helpful mate. 

[fracar3182]

Yes, I am gonna call them and update them on my situation. Thank you 

[fracar3182]

I just called them mate and they walked me through the various processes. It was very helpful. Thank you once again. 

[fracar3182]

Just called ebay and they gave me great advice. Thanks mate!

[parsley2003]

So glad that you were able to sort it 😁

[thetimetower]

Most customers are the worst people you'll ever deal with. Ended up refunding one today. Tracking showed package was nearly with her but she wanted a refund and i just couldnt be bothered getting mentally abused all night

[*guinevere*]

@fracar3182 

You have had plenty of advice on here but as far as I can see no one has mentioned the ebay Money back Guarantee.

Your buyer MUST open an "Item not as described" case which you have to accept, and send a prepaid tracked return label. This is to comply with the T&Cs of the case.

Once you get the item back you refund in full. If your buyer leaves a negative feedback you can report them to ebay for feedback extortion which is not allowed, and point them to the threatening messages in your inbox,  and ebay should remove the feedback.

If your buyer refuses to return the item you do not refund. ebay will support you in this. No return, no refund. 

The poster up there ^^^^ who suggested your buyer may have opened too many cases and has been banned from opening any more, is probably right so you may hear nothing more from this person again. 

Do not communicate with them outside the case, and if they refuse to open a case you should ignore any messages from then on. 

Please come back and let us know how you went on.

[fracar3182]

Thanks for your advice. The buyer is claiming that the item is not as
described and doesn't want to engage ebay in the return process. I gave him
two options - either send the item back or I am happy to give a partial
refund. But all he is doing is threatening with negative feedback.
Importantly, I didnt like the tone and tenor of his messages. To me, he
looks like an extortionist, nothing more, nothing less. At first I was in
two minds whether to report him or not - fearing a negative review. But
after chatting to people here I grew some *bleep* and ready to take the bull
by the horns. If I let him off the hook, he will be emboldened and will go
all guns blazing against others.

[buffster1963]

Also, make sure you add him to your blocked bidders list.