Well, here comes with this week's buyer show.
I'm kind of enjoying to see this, no matter what the outcome will be.
There's one buyer from Germany (with his two eBay accounts), related one Item Not Received case, one Return Request, and two negative feedbacks.
Buyer’s first eBay ID <Removed> Sold eBay Item number 162563487452
Item Not Received case 5141997232
Return request 5061102431
Buyer’s second eBay ID <Removed>Sold eBay Item number 162591058885
Buyer’s name in the shipping address in both orders <Removed>
Buyer’s postcode 09456, Germany
I’m afraid this buyer has clearly violated eBay’s ‘Buying Practices policy’ on the following four or more aspects/facts:
A, the buyer <Removed> made unreasonable demands, in the already closed Item Not Received case, case number 5141997232 , buyer expressed his demand of getting a partial refund in exchange of revising the negative feedback he left for us.
B, the buyer <Removed> used his second eBay account <Removed> , bought item ( 162591058885 ) from us, not pay for it and immediately left negative feedback, purely for revenge purpose. He wrote this in the feedback:
‘Dont buy, Its a cheater’
C, Buyer not paying for item, yet left negative feedback.
D, Buyer is abusing the buyer protection programs and misusing eBay returns, in the return request 5061102431, as he’s purely wants to revenge for receive the order late and eBay decided the first item not received case in the seller’s favor and removed his negative feedback.
More details follows:
The buyer’s first purchase:
Buyer eBay ID <Removed>
Sold eBay Item No. 162563487452
Buyer eBay account Email XXXXXX-jessica@t-online.de
PayPal transaction ID9L518948J3027654F
Tracking no. FedEx 742373786655
Buyer paid date 27-June-2017
PayPal Payment From:
<Removed> (The sender of this payment is Non-US Verified)
Buyer's ID:<Removed>
Buyer's Email: mauXXXXX-hans@t-online.de
Shipping address:
Jessica MauXXXX
Barbara-UthmanXXXX YY
09456 Annaberg-Buchholz
Germany
Phone number + 49157XXXXXX
We shipped the order out quickly, unfortunately there’s a shipping problem with TNT/FedEx since the end of June to even today.
Buyer didn’t receive the item within the expected normal shipping time, so he left us a negative feedback without contacting us, saying ‘shipping is too slow’, and opened an Item Not Received case without contacting us, the case number is 5141997232
We communicated with the buyer actively in the case and eBay message, provided him regular updates of the tracking status, sincerely apologized to him many times for any inconvenience caused and would like to offer him any kind of help needed to make it right.
We explained the late shipment/shipping problem is caused by TNT’s system outage, which is beyond our control. We also provided official explain/apology letter (see attachment) from TNT/FedEx regarding this particular package shipping problem.
However the buyer was not happy, kept calling us cheater and insisted on letting eBay step in to decide the not received case.
The delay in the shipping, the defect, the buyer’s negative feedback, and late shipment was the direct result of systemic delays in shipping, it is wide-scale shipping carrier delays (TNT/FedEx shipping delays due to their whole IT systems been brought down by hacking/computer virus attack).
So after eBay customer support stepped into the case, eBay decided the case in the seller’s favor, closed the case and removed this buyer’s negative feedback.
Buyer’s second purchase:
Buyer ID: <Removed> Item No. 162591058885
Shipping address:
<Removed>
EisenstraXXXX YY
Mildenau, 09456
Germany
03733 XXXXX
Buyer is really angry about we won the item not received case and eBay removed his negative feedback left to us.
So he used his second eBay account <Removed> to buy one of our listed item ( 162591058885 ) and left a negative feedback their to revenge. The negative feedback reads
‘Dont buy, Its a cheater’
The two eBay accounts are clearly in this same person’s control:
The buyer’s first eBay account <Removed> used name <Removed> , post code 09456 in the PayPal transaction final shipping address.
The buyer’s second eBay account <Removed> used name <Removed> and post code 09456 as his eBay shipping address.
I would say eBay can easily see this is the same personal.
After the second eBay account’s none-paying revenge negative feedback,
buyer also used his <Removed> account to create a return request with return ID 5061102431
Again without contacting us first to resolve the issue. The reason is ‘Missing parts or pieces’. We did pack the order very well, normally check all the parts belong to the order for several times. However this buyer is claiming some parts are missing after he received the order. The item is listed as return not accepted, however as eBay seller, if the buyer claimed there’s missing parts with the order, the seller will forced to pay the return postage and have the item returned.
The product in the order is around 5KG, shipping via DHL is rather expensive even we already had big discount from DHL for mass shipping. There’s no cheap shipping available for such bulky and heavy item. I’m afraid we are going to pay really expensive return postage, if the buyer, win this unfair, dishonesty, abusing return case.
We’ve tried our best to keep calm, remain restrained and provide the best service to this buyer, however, this buyer is against eBay’s buying practice and bullying on us. Please carefully review and investigate the information we’ve provided and protect your seller from such cyber violence.
I’m afraid this buyer has clearly violated eBay’s ‘Buying Practices policy’ on the following four or more aspects/facts:
A, the buyer <Removed> made unreasonable demands, in the already closed item not received case, case number 5141997232 , buyer expressed his demand of getting a partial refund in exchange of revising the negative feedback he left to us.
B, the buyer <Removed> used his second eBay account <Removed> , bought item ( 162591058885 ) from us, not pay it and immediately left negative feedback, purely for revenge purpose. He wrote this in the feedback:
‘Dont buy, Its a cheater’
C, Buyer not paying for item, yet left negative feedback.
D, Buyer is abusing the buyer protection programs and misusing eBay returns, in the return request 5061102431, as he’s purely wants to revenge for receiving the order late and eBay decided the first case in the seller’s favor and removed his negative feedback.
We’ll try to keep communicate with this buyer and try to solve this return case 5061102431 actively.
What's your suggestion?
Best Regards,
Winnie
