Neg Feedback from buyer when buyer refused to return item

[mitsfix]

Only just found these forums

I recently sent 2 items to a buyer.  Both items were sent separately, e-parcel with signature, separate sales.

About 1 month after receiving the items the buyer contacted me and demanded 1 of the items be sent again as apparently one was broken in post.  I asked the buyer why he had not contacted me 1 month sooner, he could not have any answer to this aside from "forgot"

I advised the buyer that although is 1 month if he returns the broken item so I can verify the breakage I can then send him a replacement, I thought this was fair.  Buyer immediately told me he would not return the broken item and that if I did not give him a free replacement that he would leave negative feedback on both items including the one he was happy with.

Now all this was done via e-bay messaging so I have a record of ALL messages both ways.

A few days later sure to his word he left negative feedback on BOTH items.

The item is worth $147.00, cost of the item is not an issue as my supplier will happily replace the item under his own warranty BUT he requires the broken item to do this thus why I ask for the broken item to be returned.

I contacted e-bay support and was told that this was simply an opinion of the buyer and they would not remove the second negative feedback or assist in any way.  They (E-Bay) advised that they saw all of the communication and despite the fact the buyer admits in writing he is making a threat of negative feedback on a positive sale (being the second item) in order to make a gain (in this case a second item for free) they are not willing to assist at all.

The way I see it, despite the fact that I had still offered after over a month to replace this item provided the alleged broken item was returned the buyer refused to co operate by issuing the return so I was right in not sending a replacement.

Has anyone had anything similar happen and was there a positive outcome?

[ambridgebuckskins]

l have had a neg removed once before under similar circumstances.

Buyer bought an item, said it was not what they wanted (change of mind). l said send it back and l'll refund your original payment & Postage.

Buyer refused to pay the postage to return and left a neg instead.

A phone call to eBay and they removed the neg as sales terms stated buyer to pay return postage. That was the grounds on which they removed it.

In saying that, if an error from my side - such as sending wrong item, described wrong, etc - l'd foot the return postage or if low value, let them keep it and send out replacement/refund original payment.

If an item is broken in the post, l'll refund on proof. Can be a phone photo send MMS to my phone or email.

[purple.cow]

What I'm about to say is only the viewpoint of an Ebay buyer, not a seller....

As a matter of standard practise I always check out the feedback negs of any seller before I buy from them.

It often tells me a lot about how they will react to certain situations should they arise.

I tend to treat most of the neg feedback comments from buyers with a dose of salt because I find that some people will carry on like a pork chop over any perceived transgression on the seller's behalf. Those kinds of ranters and ravers are so obvious so they're not worth taking notice of.

The feedbacks that tend to grab my attention far more are the ones where the seller starts insulting the buyer in their replies.

They're the sellers I ALWAYS steer well clear of because I feel that if they are willing to lower themsleves to the ranting level they are going to be just as difficult with me if something goes wrong with my own transactions with them, and I'd rather not go there in the first place thanks very much.

When you made your reply to the buyer's feedback in this case Mitsfix you only needed to say "Buyer refused to return item for full refund" and left it at that.

It would have told any future buyer the exact situation, and like me, that buyer would have taken the buyer's negativity as being offside, but because you chose to say "Rubbish buyer" I would automatically blacklist you as a seller, no matter if your goods were the very best, at the best price ever.

Although I never sell on Ebay or any other internet sales outlet I do own a business reselling items I buy and I tend to follow the old adage, "The customer is always right. No matter if they are the biggest pratt going" and I always try to resolve a dispute without sinking to the pratt's level.