topic Re: Does This Message Constitute Feedback Extortion? in Selling

Does This Message Constitute Feedback Extortion?

clarry100 — Mon, 12 May 2014 21:22:28 GMT

We sent out an item by large letter back on 6th April. We normally use large letter.

We have just now been notified by the message below that the item has not arrived.

"My item still has not arrived, I'm not impressed it's taken over a month. Please send a replacement item to avoid negative feedback."

We always work with the buyer to resolve such issues and once we validate their postal address and that the item is not being held at their local PO then we will always send out a replacement item. Basically that is our self-insurance against lost items by AP.

But when you receive such aggressive messages as this it really doesn't make you want to work with the customer at all.

Looking at her FB there is no history of INR that I can see. Her FB score is around 250. Oh and BTW this is not on this ID. We have a second store. Just in case anyone goes looking for the buyer. LOL!

Any suggestions on how to handle such a buyer?

Re: Does This Message Constitute Feedback Extortion?

curraone — Mon, 12 May 2014 21:25:30 GMT

probably in the first instance ignore the agro and reply stating what you have just said - checking at po etc.

(keep the emails in case it gets nasty and you may have a case against bad feedback)

Re: Does This Message Constitute Feedback Extortion?

wehavethatau — Mon, 12 May 2014 21:59:28 GMT

Totally understand the frustration 😞 All you can do is be professional and not tell them what you really want to.

Regarding feedback extortion, the short answer is no. The policy states that the buyer has to be threatening feedback for money or an additional item that was not part of the purchase.

Re: Does This Message Constitute Feedback Extortion?

clarry100 — Mon, 12 May 2014 22:15:54 GMT

Yeah I know we decent sellers have to maintain our cool and be professional. Further agro just inflames the situation.

I have already sent a nice friendly reply asking them to validate their postal address and to check at their local PO. And not even mentiioning the agressive message.

And that once it seems it is lost we will happily send out a replacement item.

Re: Does This Message Constitute Feedback Extortion?

ambridgebuckskins — Mon, 12 May 2014 23:17:38 GMT

Here is a feel-better case for you (because no matter how bad things are, there can always be something worse)

Buyer purchases item from one of my ID's.

Item is sent as a large letter so no tracking.

Buyer leaves feedback to say item great.

A week later, buyer complains they haven't received their item. l mention the feedback they left.

Buyer says they bought my item and an identical one from another non-ebay site. Mine arrived, the other didn't.

But either way, they are still out the cost of one item so need to recoup that cost....

Figure that one out! No refunds on the other site but there is here. So they are making the most of their 'rights'.

Re: Does This Message Constitute Feedback Extortion?

clarry100 — Mon, 12 May 2014 23:31:38 GMT

That's pretty terrible.

And I would guess that even tho the FB left for you confirms they did indeed receive their item from you, that if they raise an INR case against you will lose just because you have not used tracking. Even tho evidence clearly supports you.

Would be interestd to know the final outcome on this one.

Re: Does This Message Constitute Feedback Extortion?

Anonymous — Mon, 12 May 2014 23:50:33 GMT

you'd think the email stating "Buyer says they bought my item and an identical one from another non-ebay site. Mine arrived, the other didn't." and the positive feedback would be enough evidence to knock that one on the head

Re: Does This Message Constitute Feedback Extortion?

chameleon54 — Mon, 12 May 2014 23:52:20 GMT

@ambridgebuckskins wrote:
Here is a feel-better case for you (because no matter how bad things are, there can always be something worse)

Buyer purchases item from one of my ID's.
Item is sent as a large letter so no tracking.
Buyer leaves feedback to say item great.
A week later, buyer complains they haven't received their item. l mention the feedback they left.
Buyer says they bought my item and an identical one from another non-ebay site. Mine arrived, the other didn't.
But either way, they are still out the cost of one item so need to recoup that cost....

Figure that one out! No refunds on the other site but there is here. So they are making the most of their 'rights'.

OUCH !!!

Re: Does This Message Constitute Feedback Extortion?

cq_tech — Tue, 13 May 2014 00:04:10 GMT

Her aggression notwithstanding, she still may be genuine but I'd definitely be adding her to my BBL regardless.

Re: Does This Message Constitute Feedback Extortion?

dylan11235813 — Tue, 13 May 2014 00:15:33 GMT

You sent the item and they replyed with "My item still has not arrived, I'm not impressed it's taken over a month. Please send a replacement item to avoid negative feedback."

They want another item or they will leave a neg, seems like extortion it to me. They also use the word 'replacement' , what are you replacing if nothing was sent?

Re: Does This Message Constitute Feedback Extortion?

clarry100 — Tue, 13 May 2014 02:17:58 GMT

Well... you could read it that way I guess.

I have checked her FB with other sellers and there is nothing to suggest a repeat offender in there.

And she may well be genuine. But aggression like that is not a good way to start negotiations.

If we end up sending out a "replacement" item then we always put a note against the FB we left for her just stating that there has been a claim of item not received and we replaced the item on <date>. Just so that other sellers in the future can see if they attempt it again. I really wish other selers would adopt this as it can be seen by all if needed in future.

We cannot find her Darwin suburb of "Zuccoli" in the Aust Post postcode booklet. Supposed to be 0832 but we have been unable to verify that. And also according to Google maps there is no such address as she gave us. So we have some doubts about the validity of the address too. Anyway we have asked her to verify that for us.

Re: Does This Message Constitute Feedback Extortion?

dylan11235813 — Tue, 13 May 2014 02:59:41 GMT

It's definitaly better to be nice about it all and offer a resend. If they opened a dispute would you win anyway. I find that when a buyer sends an angry email about a missing parcel or something they change there tune when a frendly email is sent back.

Re: Does This Message Constitute Feedback Extortion?

davewil1964 — Tue, 13 May 2014 08:09:21 GMT

I'm glad you're around ambridge. You keep them away from the rest of us.

Re: Does This Message Constitute Feedback Extortion?

davewil1964 — Tue, 13 May 2014 08:12:23 GMT

If they verify their address through eBay (or Paypal) and it doesn't exist as far as AP is concerned, then I would not be sending a replacement (even if it is your policy) simply because it will likely not arrive either.

I would be using their address to prove to Paypal that any claim they make is vexatious.

Unless, of course they start asking instead of demanding.

Re: Does This Message Constitute Feedback Extortion?

ambercat16 — Tue, 13 May 2014 09:10:09 GMT

Zuccoli is a very new suburb in Palmerston. The postcode os 0832 is correct

Re: Does This Message Constitute Feedback Extortion?

clarry100 — Tue, 13 May 2014 10:14:07 GMT

Dave,

I would have thought that since we use mostly large letter with no tracking or proof of any kind that PayPal wuld never be interested in hearing our story no matter what the evidence. This one was a large letter item.

This is why we self-insure by just sending out a replacement.

If we send out a 2nd one and it never arrives either then I will approach AP and PayPal about the address.

We cannot verify the postcode with the AP database or the address in Google maps. Perhaps becuase it is a new suburb as was said previously.

We haven't heard back yet from the buyer yet after we asked them to verify the address.

Re: Does This Message Constitute Feedback Extortion?

ambridgebuckskins — Tue, 13 May 2014 12:06:22 GMT

Yeah. Tah possum.

Glad to be of service!

(Good thing l don't drink)

Re: Does This Message Constitute Feedback Extortion?

thecatspjs — Tue, 13 May 2014 12:32:10 GMT

I personally think it is wise to present all relevant information to paypal - sellers pay for their services which includes protection under a range of scenarios.

Their hands are somewhat tied by our financial services and consumer legislation, and in disputes they have to give due consideration to the evidence you present. My experience has always been if you present sound evidence as a buyer or a seller it is indeed given careful consideration and outcomes determined accordingly.

Re: Does This Message Constitute Feedback Extortion?

justcruising49 — Wed, 14 May 2014 02:15:12 GMT

Checking feedback for buyers is unfortunately useless, unless sellers put bad comments in for problem ebayers to alert other sellers. Can be honest surely, but it has to be a positive tick under good old ebay rules. I think being honest is a positive thing at least, but would love to be able to leave a negative feedback for those problem buyers. They are out there....

Re: Does This Message Constitute Feedback Extortion?

clarry100 — Wed, 14 May 2014 02:28:56 GMT

Under ebay rules you can't leave a negative comment on positive feedback for a buyer. And if you (the seller) does this the buyer can have it removed by ebay.

But we use the "Follow up to Feedback Left" function to record our comments on the Feedback that we left for the buyer.

We just use a neutral comment something like.

"Replacement sent for item reported lost in post <date>"

That way ebay are unlikely to remove it and any seller who looks at this buyer's feedback can see any history.