NEGATIVE FEEDBACK as a seller when customer just wants refund!!

[seczone45]

Can anybody help with this sitation??

Im new to ebay and have tried so hard to keep a good feedback when selling items and have came to problem. I called ebay help support and they say that he is in ebay guildlines with his feedback.

I dont understand when

Customer bought item 6 weeks ago then  later wants refund & left negative feedback and started 2 PayPal claims  and which depted my account both times within 4 days with fulse info which paypal favored My account both times as from this morning and 8 weeks later still did not pick up the item?

Thank you

[*new2vintage]

It's hard to know what to say without knowing the full story but this may have turned out better if you had stated you prefer cash on pickup then he could have come and inspected the part and paid you for it if he was happy with it. That way it would have been impossible for him to open a Paypal dispute. I can't understand how he has been able to open 2 cases - that shouldn't be possible unless he's changed his reason for opening the dispute.

Was there a problem communicating with him and arranging pick up ? He hasn't collected his item so Paypal refunding him isn't really a problem. You can phone ebay about the feedback but they won't remove it if it meets their guidelines.

Two of your DSRs are low so I suggest you try to all you can to improve them.

[colic2bullsgirlore]

https://cms.paypal.com/au/cgi-bin/?cmd=_render-content&content_ID=ua/UserAgreement_full&locale.x=en_...

4 eligibilty

i your purchase is not for: 

VI   items which you collect in person, or arrange to be collected on your behalf;

The buyer should not have been eligble for buyer protection.  Paypal made a mistake but as you still have the item then there is not much you can do.

It is probable that the buyer bought elsewhere (maybe after they could not find your address.. I dunno??) and used the avenue to try and get their money back and succeeded.

As far as the negative feedback goes you will need to convince ebay that the turbo was advertised as a local pick up item and the buyer is yet to pick it up.

In the event that ebay will not remove the feedback you can reply to the feedback maybe something like.

"Local pick up only advertised and as yet the buyer has not picked up the item"

If you keep your response factual and polite then that will help your feedback. IMO if you get nasty and "vent your spleen" then other prospective buyers may shy away form your items

[***super_nova***]

started 2 PayPal claims  and which depted my account both times within 4 days with fulse info which paypal favored My account both times as from this morning

Call PayPal, log into your PP account and the phone number is there under "help".  Do not email them, you will just get an automated response. 

PP has had some glitches; so it is possible that somehow the payment has been reversed 2x.  But have you actually checked that it did come out 2x?  Have you responded to the case?   If you have responded saying that the item is pick up only, they would not have rules against you. 

If they did take the money out 2x then they will see that, and refund you.

[colic2bullsgirlore]

 which paypal favored My account both times as from this morning and 8 weeks later still did not pick up the item?

from the OP does this mean that paypal found in your favour so that you still have the buyers money???

If so, you may be able to negotiate a feedback revision from the buyer...... when they get their money back... ???

So do you still have the money in your  paypal account ?

[***super_nova***]

started 2 PayPal claims  and which depted my account both times within 4 days with fulse info which paypal favored

I thought there supposed to be full stop after "favored", meaning that PP took the money both times  ?:|   maybe not, I give up 🙂

[digital*ghost]

The buyer wouldn't have been able to open a second dispute if they won the first one, I'm guessing 'depted' refers to the funds being put on hold, which - if there are none - puts an account in debit. Going by the feedback the buyer left, it does sound like the seller has the item and the money, still. ?:|

[***super_nova***]

The buyer wouldn't have been able to open a second dispute

DG I just wondered, considering that in the last few weeks there were payments made several times, if it would have been possible for refund issued couple of times.  But you are probably right.

seczone33, if that is the case I would refund the buyer.  Then leave calm and professional follow up to the FB, something like:

Pick up only, buyer has not collected. refund given

feel free to copy and paste

[digital*ghost]

Hopefully the OP will return and clarify the situation.

[phorum_junkie*]

Did Paypal find in your favour, as they should for a pick up item, and the funds were released back into your account?

Has the buyer collected the item and if not why haven't you refunded them?

The only way the buyer could re open a claim is to do a bank chargeback, as you have no seller protection for a bank chargebacks you will end up having to refund and if you dispute it and lose you will be charged an extra fifteen dollars, again if they haven't collected it just refund them.

If they have collected it and done a chargeback send them a message saying that if they do not immediately cancel their claim or re make the payment you will be going to the police to report them for obtaining goods by deception.