Does This Message Constitute Feedback Extortion?

[clarry100]

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?

[curraone]

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)

[wehavethatau · Accepted solution]

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.

[clarry100]

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.

[ambridgebuckskins]

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'.

[clarry100]

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.

[Anonymous]

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

[chameleon54]

---

@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 !!!

[cq_tech]

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

[dylan11235813]

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?