posted on September 18, 2000 03:11:58 PM new
I currently have 170+ positive feedbacks with no negatives. But I'm afraid my reputation is about to be ruined.
I sold an electric kitchen appliance at the opening bid of $4.99. Together with shipping, the buyer ended up paying $9.19. Not a bad deal for the item... it was brand new, still in its original box and a nice item. The buyer is a newbie w/ 3 feedback.
Buyer then e-mailed me the following:
''It arrived in fine shape. The
product itself is a piece of junk. The motor is not powerful enough.''
I shared with him my ''no-questions-asked'' refund policy (which does not include the refund of shipping cost unless the item was misrepresented), asked him to return it to me and I would fully refund him if his claims were found to be accurate.
He sent another e-mail:
''I do appreciate your return policy. I do not however appreciate you selling this junk. Maybe you are not aware of just how bad this piece if plastic is? I will not be able to give you positive feedback. Even
though you are allowing me to return it, it is costing me money (shipping both ways). I do hope that the other products that you put up for auction are of better quality. I am not sure if it is misrepresentation to not mention if something is of extremely poor quality.''
I must add here that a look at my feedback will confirm that I do not sell junk!
I got it back today and the first thing I noticed was that the lid was cracked - done either by the buyer or during shipping back to me (he didn't pack it nearly as well as we did). Then my husband and I both tried it out and, in all honesty, found it to have more than enough power to perform the tasks for which it was intended.
I suspect this buyer suffers from Buyer's Remorse and hoped he was getting a Cuisinart or KitchenAid for $10. His threats of negative feedback are his way of receiving a full refund as there was obviously no misrepresentation of the item.
Now I have to decide if I will succumb to his threat and protect my reputation by refunding him $13.49 for an item that is now useless because of the broken lid; or, stand firm on my policy and refund his purchase price only. Perhaps I will not refund him at all because it was received back damaged.
posted on September 18, 2000 03:16:22 PM new
This isn't what you want to hear but here goes anyway.
Stick to "your" policy. Do not send anything more to this buyer than your policy dictates you send.
It may result in a neg, which is not fair, but that is what I would do.
"Don't go around saying the world owes you a living. The world owes you nothing. It was here first."---Mark Twain
posted on September 18, 2000 03:18:47 PM new
I'd refund the purchase price only. It sounds like that's all he's expecting, and he didn't say he'd leave a neg -- he just said he wouldn't leave a positive.
posted on September 18, 2000 03:28:17 PM new
I agree with the others, don't refund more than just the purchase price which is what your policy states. Plus I would also state that it was returned damaged because you have the right to give him feedback as well and respond if he negs you.
posted on September 18, 2000 04:16:12 PM new
You need to ask yourself whether the principle is worth $14. Aside from your no questions asked policy, the item was returned damaged and is now unsalable (yes, that's a word).
In my opinion, the item now belongs wholly to the buyer and does not qualify for a refund. If it was me, I would ship the item back to the buyer and wash my hands of the matter.
And a single negative feedback about of 150 or however many does not "ruin" your reputation. I think you've been lucky so far.
I got into a scrape with a bidder this week who didn't read the item description. After she sent several threatening emails I returned her money (a whopping $5). I'm tired of futzing with these nutcases for a lousy five bucks. I did leave her a pretty nasty feedback because of her sheer rudeness.
Treating a member with a negative feedback is a very serious matter for eBay, they consider that feedback extortion and can immediately cancel/suspend a member for this kind of treat to another member.
So what I suggest you is, tell this member about feedback extortion and how ebay acts about these types of activities, also tell him that you have more than 180FBs and you only have 3, so for your own good you better follow eBay rules before you get suspended, and if I were you I'll do look for people profile and search for people who are suspended (not register member) and tell this guy that these people were also suspended for doing these types of actives, he'll be scared to death and will calm down, also tell him that Feedback both ways, so tell him that you will leave the same feedback (if you haven't already left) If this guy is really newbie he'll calm down, but if he's not, he'll try to send your letter to eBay, for this reason try not use words that can incriminate you. Also try to get a treating letter from him saying that will leave you a negative feedback, once you get it tell him that if you send this letter to ebay he can be immediately suspended for feedback extortion, BUT you are a nice lady so you will not do that, and tell him that you already send the refund and complied with eBay rules in returning the money back, and there's nothing more you can do
posted on September 18, 2000 05:50:48 PM new
UPDATE...
I've since done some checking on this buyer's recent bidding activity. The real picture now unfolds:
Since Aug 20, he has placed bids on a total of 19 items similar to mine, but with one big difference -- the price range on all the others ranged from $100 - $1,300! He was outbid on all of them until mine. Then, two days after he made payment to me (and prior to his receiving it in the mail) he finally won another he had bid on for $560.
You may be thinking that somehow mine was represented to be more than it was. I assure you my description and pictures were very, very clear. And even if they hadn't been, my opening bid of $4.99 with no reserve should have clued anybody in (even a newbie) that this was not a $500 item.
It now seems to me that this buyer, after losing time after time on the high-end items, decided to lower his standards a bit and bid on mine. Subsequently, he won the item that he really wanted so he no longer has a need for the one I sold him. In an effort to avoid taking a total loss, he makes up a story about inadequate power and threatens to neg me.
Unfortunately I have already left feedback for him - it's something I always do immediately after receiving payment. At this point I am considering refunding him the lousy $2 profit I made on the item as I can no longer sell it to anyone because it's damaged. My husband thinks I should offer to ship it back to him upon receipt of $4.30 shipping fee - but that's likely to really tick him off!
I am going to take the advice from poton (thank you very much!) and advise him that using negative feedback as a threat is extortion. I already have two e-mails in which he threatens to do this and now with his obvious bid history (which he probably didn't think I had access to) I'm hoping he won't leave me any feedback at all.
I appreciate and cherish the advice you have all given me. This is at times a difficult and sometimes lonely business to be in - it means a lot to know I'm not alone!
posted on September 18, 2000 06:08:38 PM new
Now I have to decide if I will succumb to his threat and protect my reputation by refunding him $13.49 for an item that is now useless because of the broken lid; or, stand firm on my policy and refund his purchase price only. Perhaps I will not refund him at all because it was received back damaged.
************************************
SO WHAT! SO WHAT if he gives you a negative. Big deal! You can respond to it in your feedback.
I've had a few threats like that and I tell them to do what they think they have to do and let them know your feedback speaks for itself and bidders when they read your feedback know what's going on.
Freak these dummiest that threaten with negatives.... It's not the end of the world and sooner or later no matter what you will end up with at least one no matter what.
posted on September 18, 2000 06:14:15 PM new
Unfortunately I have already left feedback for him - it's something I always do immediately after receiving payment.
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When will sellers learn that an auction is not complete until the bidder has received the item, satisfied and left you feedback, and than you leave them feedback.
posted on September 18, 2000 06:46:57 PM new
I have to disagree with Guyuellas on that one. Once the buyer pays, and his check clears if that is the case, he has fulfilled his part of the transaction and deserves feedback at that time. If the seller gets a negative, he has the opportunity to reply to it.
The subject of this thread is the exception to rather than the rule.
posted on September 18, 2000 07:12:59 PM new
I disagree. A buyer has not fulfilled their obligation until they accept delivery of the item. Refused delivery or failure to pick up from P.O. or FedEx constitutes an unfulfilled obligation on their part.
posted on September 18, 2000 07:13:28 PM new
Isn't it wonderful that we live in a society where we can agree to disagree.
Actually a buyer has not fulfilled his obligation until he notifies you that he received the package o'kay and is or is not satisified. Feedback is later..................... if either one wants to leave any. {}
posted on September 18, 2000 07:28:27 PM new
Quite a bit can go wrong after seller receives payment. For example, if buyer claims package never arrived, seller should send a replacement, but that type of info ought to be entered into the buyer's feedback record to prevent any possible future scams.
In the past, users could enter any number of feedbacks, so it wasn't important who left feedback first or when feedback was left. Now, since we can only leave one feedback, sellers should wait until the ENTIRE transaction is finished. (That is, after the buyer has left feedback.)
Feedback is not a reward. It is for the good of other members who want to get an idea about the person they're dealing with. Leaving feedback sooner doesn't make you a better seller. JMHO.
Shareny but even if you get a negative feedback, don't feel bad, sooner or later you'll get a neg feedback, and you know what? eBay spects that Any member that receive 100 positive FB should get 1 negative feedback, thats the regular average for any seller.
posted on September 18, 2000 10:27:39 PM new
shareny - Like said previously don't worry about a negative. After your follow-up checking on the buyer they are probably happy to just get a refund. Sounds like an item that will sell without the lid on a relist.
Now on the feedback the buyer has finished his obligations to you when his funds arrive and clear. When you shop at Wal-Mart they greet you tell you hello. When come to wal-mart and return something they greet you and say hello. Their hellos and acknowledgement don't change because of a return why should an ebay seller's change because of a return. I know the answer to one already.......Garage Sale Mentality.
posted on September 19, 2000 02:09:25 AM new
What's more, you can get a new lid for your returned item from the manufacturer. All you have to do is write a letter or make a phone call.
posted on September 19, 2000 05:37:07 AM newsharenv
This is an unfortunate situation, and I empathize with you. I agree with you completely regarding your comments on feedback, that the buyer fulfilled their obligation with a timely payment, and that you left feedback when you shipped. So do I.
I think you should just refund the customer the shipping costs, also. This is causing you alot of grief, and the dollar amounts involved don't warrant it.
That's what I would do. I wish you good luck & many happy future auctions!
Yesterday is history, Tomorrow is a mystery, today is a gift. That's why it's called the present.
[ edited by ksterni on Sep 19, 2000 05:38 AM ]
posted on September 19, 2000 05:49:10 AM new
hopefully, did you keep this rude buyer's emails?
IF this buyer leaves you a neg, then respond (politely and don't protest too much) stating exactly what happened and you have emails if anyone is concerned.
posted on September 19, 2000 06:03:02 AM new
If you policy is to allow returns and refund purchase price then that is what you should do. In the future you'd be wise to require the buyer making the return to pay for insurance as well.<p>One negative feedback will hardly ruin your reputation. <p>From what you've posted here no feedback extortion has occurred, and sending threats to the buyer may actually provoke him into leaving a neg. <p>IMHO once the buyer has paid for the item it is appropriate to leave feedback. To hold feedback hostage is simply tacky and unprofessional and isn't going to win you any repeat buyers.
posted on September 19, 2000 06:10:31 AM new
I certainly wouldn't let some twit dictate policy. Stick to YOUR policy. Feedback extortion is an offense that can result in NARU--however try and get eBay to make good on it is something else.
I am no longer intimidated by anyone. A neg is part and parcel of doing business with millions of people--the odds of getting a neg from someone is par for the course. I got my first one around the same time--a deadbeat no less.
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