Tag Archives: feedback extortion

Dear eBay Queen: I Don’t Want to Accept Returns!

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Dear eBay Queen:

I’ve sold off and on for a few years.  This year, because I needed a bit more money, I sold through the Christmas Holiday Season.  My goodness – it’s like the crazy people have come out of the wood work!

Do you think people are more difficult in January than they are the rest of the year?  I sold products this year from March to December.  Do you know how many questions I received in that time period? I had four, and one return. I have -0- items listed in January and I wake up every morning with a problem or two!

The two issues I have that are making me nuts right now are:

  • Buyer says that they did not receive their package. When I check the tracking they HAVE received it.  What should I do?
  • The buyer lives in Canada and says the item that they received is not “pink enough”. What does that mean?  I have it listed that I do not accept returns on international orders.  Am I going to have to accept the return?  They opened the return request stating that the item was not described and then in the spot where you can leave message it says “You say this item is pink, but it is not pink enough.”

I also have two people that want to return the item because it doesn’t fit. I want to yell “I DON’T ACCEPT RETURNS!”  Do you think that people are figuring out that they overspent for Christmas? And now they need their money back?

 

Monica

 

Dear Monica:

I know I have more issues in January than I do any other time of year.  They actually have a term for this called “Blue January”.  Every third Monday in January is now considered Blue Monday.  It’s the day most people start getting their credit card bills from all that overspending they did in December.  I like to think of it as Regretful January instead of Blue January.

I completely understand saying you do not accept returns.  The issue with that is that eBay doesn’t care.  They will force you to accept them, so you might as well accept them on your terms with a smile on your face.  Here’s how I would handle those issues you have mentioned above:

  • I am assuming the buyer opened an item not received case. Make sure you go to the case and put your tracking information into the case.  Then at the top of the page, click on “help and contact” follow the instructions and you’ll be given a phone number to contact eBay.  The eBay Customer Service Rep should close the case because it shows the item arrived.
  • While you have eBay on the phone, I would ask them to look at this case also. While you will have to accept the return, the buyer opened the case stating it was described correctly, when they didn’t like the color.  By asking eBay to step in with this, the buyer will have to pay for the return shipping

If you are going to sell on eBay I think it would be a good idea for you to re-think your return policy.

 

Dear eBay Queen:

I sold a bracelet, and shipped it out within 24 hours.  The buyer gave me a negative feedback for slow shipping time.  The item was purchased on the 2nd, I shipped it on the 3rd and they received it on the 5th.  Is that really show shipping time?

Is there anything I can do about the negative?

Katie

 

Dear Katie:

I would call customer support and ask if this qualifies for removal.  I have seen them remove feedback like this before, and since you followed the rules and the shipping provider backed you up, it should be removed.

Good Luck!

beltbuckle

Strange eBay item of the Week: Item #152330968599. This is an unusual piece. If you were a fan of D&D and happen to have one of these lying around, it could be worth some money! TSR Dungeons and Dragons Solid Brass or Solid Bronze Belt Buckle Very Rare SOLD: $600.00.

 

Dear eBay Queen: I’ve Got a Buyer Making Crazy Demands and Feedback Extortion. What Do I Do?

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Dear eBay Queen:

I sell Fat Heads and Foam Heads on eBay and my web store.  I rarely have any issues.  I received a message from the buyer saying at about 1:00 AM on Sunday morning saying this isn’t what his son wanted – can I cancel?

Around 3:30AM on Sunday morning I receive a second message that says:  “Don’t worry about cancelling.  My son has decided that HE IS going to University of Florida and he does need not only one, but two foam heads.

I packed the items up to ship on Tuesday July 5th, and I receive a third message this morning saying that this was supposed to be shipped yesterday! (The day he told me to cancel.)

I sent a message to the buyer and told him it is Sunday evening and tomorrow is the 4th. I also let him know I sent him an additional invoice, (which he has not paid) and packed the one foam head he did pay for to ship out.

I then receive his 4th message: “What are you talking about lady?  It’s buy one get one on the gator heads!  Why should I have to pay for a second one?”

5th message “Ok so I’ve thought about this. I won’t adding to you feedback percentage.  I will be taking away from it. This is quite possibly the worst transaction I’ve ever had on eBay!  Go ahead and send out the *1* gator head.  I will be returning it as soon as it arrives.  I will also be tearing it up. It will be unrecognizable when you get it back. I can’t stand idiot sellers like yourself you think you can take advantage of people like me.  You won’t even live up to the standards that are in your own listings. I will be returning your product and I will never do business with you again. You give me no other option but to return the item and give you very bad feedback thanks for wasting my time.”

I know I shouldn’t have done it, but I responded.  I tried to be nice.

“I am sorry there must be some kind of misunderstanding; I have reviewed my listing, and nowhere does it say buy one get one free.  I will refund your money immediately. I am very sorry for the confusion.”

He responds.   “Please send it to me anyway.  I must have confused you with another seller.”

What should I do?  He’s threatened to give me negative feedback AND tear up my product.

CLA
Dear CLA:

WHOA! Talk about someone that can’t make up their mind!  Here is how I look at it.

If you send it to him:

  • He could be happy with it and leave you positive feedback.  He may have confused your item with another seller.
  • He could be unhappy with the product, and do exactly what he said.  Tear it up and send it back, and don’t forget the negative feedback.

You could refund his money:

  • He might leave negative feedback
  • Turn you in as a non-selling seller

I am pretty sure no matter what happens, the negative feedback will be removed, because he did clearly use feedback extortion.  Normally I would say to call in and report this to eBay, which wouldn’t hurt, but I don’t think they will be able to do anything until your buyer does something. I think I would probably send the buyer’s item out and wait to see what happens.  You have enough crazy emails from this guy to show you did nothing wrong.  If the worst happens, and he tears the foam head up and returns it, you have proof in his messages he said he would do this

acegasoline

Strange eBay Item of the Week: Item #252402698841. It is hot outside! Old advertising thermometers are highly collectible. Ace High Gasoline Wil Flo Motor Oil Thermometer Porcelain Very Rare Advertising SOLD: $2716.00.

Dear eBay Queen: Is this feedback extortion?

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Dear eBay Queen;

A while back you were in Keim Bakery and I talked to you at length about eBay’s issues and the problems I was having with eBay.   When I read this article from Time Magazine it had a pretty depressing article on eBay http://time.com/3695714/ebay-rise-and-fall/ I was reminded of some of the things we talked about.

I have thought of some ways that maybe eBay could fix its self.

  • Do something with search!  The first thing eBay needs to do, is to get rid of Best Match.  It is the WORST.  When I search for something I don’t want to see what eBay thinks I want, I want to see what I searched for.
  • eBay’s traffic is DOWN. How can we bring it back up?  I think bringing back the small sellers will make traffic go up.  Just like this article from Time, it basically told eBay where their traffic went…. Away because they drove all the people that loved them away.
  • Stop trying to be Amazon.  Be eBay, and be good at that.
  • Detailed seller ratings are a joke.
  • Defect system, I could go on and on about defects.  I think part of the defect system is fair, because buyers deserve to have their items sent to them when promised, but to force a seller to take a return outside of their return policy OR to give a defect simply because there is a return is ridiculous. Returns happen in ecommerce.
  • eBay spent all their time and energy getting Vera Bradley, Sears, Kmart, Target, Eddie Bauer and every other retailer to come sell their wares on eBay, and they did it at the expense of all of the mom & pop sellers.
  • When John Donahoe shut down the community boards, the community left and so did the sellers/buyers that loved it.

eBay needs to hire some people that “get it”.  These people need to understand what eBay is and what it meant to its community, and its community will come back in droves.

CH

Dear CH:

I couldn’t agree more. Perhaps you should send this along to some eBay Board Members and executives. I think it might be something they need to see.

 

Dear eBay Queen:

I’ve sold on eBay for around 2 years. I started selling clothing 5 months ago.  I’ve looked at my numbers, and I’m averaging 8 returns a month because the item doesn’t fit.  I list all the measurement in my listing, and when I can have a model wear the item in my photos, and say stuff like “model is a size 12” etc.  I realize that you never know if something is right for you until it is tried on, but seriously! I feel like this is a lot of returns.   I had a buyer contact me yesterday with a nasty message.  I’m not sure how to respond.

“So I received the pants, and they are seriously not fitting right.  Flat front pants never make me look as hippy as these do!  I just cannot wear them.  I would like to return them, but I see that I am going to have to pay for return shipping?  I’m not very happy about that, when I read on eBay it said that you were responsible for the return shipping. What are we going to do about this?   Also I did remove the tags, but will be including them in the package after you pay the return shipping.  Thanks for leaving me feedback on this transaction.  I hope that I can leave you as positive feedback as you left me.”

How should I handle this?

Dottie

Dear Dottie:

Your buyer was a bit shifty in her message to you.  There seems to be a bit of feedback extortion in there. I think before I would respond I would call eBay and ask them if this is feedback extortion.  I would also ask them if she opens a case for item not described (so that she gets you to pay for return shipping) and in her own words to you it doesn’t fit, will you get a the defect removed?  Once you have those answers, I would message the buyer and say something like this.  “I’m so sorry the pants did not fit you the way you wanted. I put the measurements in my listing for this very reason to help buyers discern if the item will fit or not.  I will be happy to refund your money once the item is sent back.  Thank you for your purchase, I’m sorry it didn’t work out.”

I hope that eBay comes through for you and this buyer doesn’t take advantage of you.

chopardbracelet

Strange eBay Item of the Week: Item #: 271764428918. Valentine’s Day is coming up! eBay is a perfect place to find a gift. Stunning Chopard Valentine Charm Bracelet SOLD: $9500.00.

 

The No Good, Terrible, Rotten Day? It All Started with Spelling & a Printer

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Yesterday was a suppose to go smooth.  I know that we are never guaranteed a smooth day, but I try very hard to make it go as smooth as possible. There are so many things that could make it not run smoothly… and yesterday they were all working against me

wichita10Here's 7 of the reasons the day may not go as planned. I never thought before I had children how they each would have their own personality and all want to do their own thing.

I got up early (for me) and was going to print off the spelling sheets I needed for this week. My printer that always works… stopped working.  So I woke up my cute college student and asked him to fix it.  After an hour of him *not fixing* it because of some drum issue, I decided to send him to the library to print them off.

Meanwhile…

shippingpkgsI had children giving me grief over the school work assigned.

OR

shippingpkgss

I had children upset for the extra work they needed to get done because they did not do it when it was assigned.

eBay trouble was a brewin':

A buyer and I have been messaging back and forth over a bra that she says isn't the right one.  I've asked her the style number of the bra she did receive, and it matches with the style number of the bra in the listing.  She finally tells me the fabric on this bra isn't Jacquard.  I offer her a full refund once the item is sent back in it's original unused, unwashed condition with the tags attached.  She responds:

"I do not have tags anymore, but I can send you an image of this bra- solid white and that is why I am not happy. I have 5 of the solid white ones, but the jacquard one is more feminine and more comfy- as odd as it sounds, it is truth. I only wear this model bra.And this one is not jacquard. So, I guess I am not sending it back either because of the tags and…the shipping cost.. At this point..it goes in the garbage, and it will be end of it. If you can think of any way to make it right, please go ahead, otherwise…I don't even know what else to ask. And as far as your answers are concerned, you did answer…and we went back and forth..but nothing solved the problem and for sure, didn't make me a happy camper. So..I guess I have no choice than to leave a negative feedback Thank you"

Fantastic… she's taken off the tags of a bra she *knows* is not the fabric she wanted.. PLUS she bought the bra knowing it wasn't the right one based upon looking at the pictures and the style number…. now I need to do something to make her a "happy camper" or she's going to leave me a negative feedback which results in a defect.

Meanwhile in the shipping department.. everything seemed to be going A-OK

shippingpkgWe got our packages out and ready to go!

Remember that little Library trip…

So #2 is at the library printing my spelling worksheet for the whiny excited students… and the very sweet librarian calls me to tell me she was talking to my charming son and mistakenly overcharged my PayPal Debit card.  I tell her it's no big deal, it happens to the best of us.  She then very sweetly, and quietly tells me she overcharged me 1,940.00 dollars.  She mistakenly did not put a decimal in.

ottawalibraryHoly Smokes….

I don't know about you.. but almost $2000 coming out of my business account could potentially mess up a lot of things.  Thankfully I called PayPal and they released the hold and we were back in business.

scarlettohara

I hate to sound like Scarlett O'Hara.. but  "I can't think about that right now. If I do, I'll go crazy. I'll think about that tomorrow, after all, tomorrow is another day."