Ebay return dilema - Help needed !!! **UPDATED

Meltdown

I would suggest blocking this guy -

gregpasc91165


Last Sunday, I sold a half oz silver heart shaped pendant surrounded in a sterling bezel on ebay.
The seller pays immediately and I ship it off first thing on Monday morning.
Today he writes me an tells me he has received it, but the bezel is broken. He says he overpaid for the item to begin with and since it is broken, he
suggests I pay him $15 or $20. He say s he is not willing to "take the time & hassle" to return the item to me after I tell him I would be happy to buy it back from him
if he would return it... The total cost of the item was $36bucks. I would appreciate any feedback as to what to do.

I am happy to refund the total transaction but am worried the buyer will not return my item. I feel like he is trying to extort money from me just to be a jerk.
I'd just as soon burn $36 in front of his face and then make him eat the ashes than get scammed from some bum.




Below are our emails back & forth this afternoon.

"Hello, I just received this item and was very disappointed to find a crack at the top on both sides. This was not indicated in your description. Can you explain? Anyone can easily see it on both sides when you hold it.

What are you willing to do to make this right?"


---------My response

Dear gregpasc91165,
I took a close look at the photo's and assume the crack you're referring to is where the sterling housing comes together. I don't think it's damage, It appears from the photo like it's supposed to be that way. Honestly, I have never taken it out of it's bezel. Take another look, if it's truly broken - I had no idea. If you would like to return it, I'd be happy to buy it back from you.

------ Buyer response

Well it is broken. I purchased this item and paid a high price given it's just a half ounce. I paid extra because it's a pendant. I do not want to go through the time, trouble and expense to return it.
I do think you should issue me a partial refund, given these facts.

I think something between $15 and $20 would be appropriate.


----------My response
Dear gregpasc91165,

OK, help me understand a little better how the clasp works. Like I said, I have never taken the bezel off. Should it not seperate? Is it a screw on to tighten top? I'm not opposed to giving you a partial refund but I would feel better with some assurance that it is truly broken. Thank you.

-------- Buyer resposnse

You are asking me questions about something I did not put together!

Does the housing on the side come off? Is it pure silver (the one that holds the heart) too?


--------- My response

Dear gregpasc91165,
I assume the housing comes off. I have a similar Credit Suisse piece that has a sterling bezel and it does come off. The top unscrews and the bezel seperates at the top. I believe the bezel around the heart shaped ingot is similar (hence the crack you are seeing) Since I no longer have it in my possesion, I cannot check for myself. I'm not trying to make this difficult, just trying to determine if it is truly broken.


------ Buyer response


Well there is no screw in mine. I don't know either, but it's very noticeable.

I am not going through the hassle of returning.

Keep in kind what I paid, for just 1/2 ounce of silver. And you didn't answer my earlier question if the housing around the heart is pure silver?

I will leave it to you of you want to send me a partial refund on PayPal.

It's up to you. Acct is XXXXXXX.com

Meltdown

Here's the item...

ebaytrader

Typical feepay extortionist. Just take the neg you're going to get with a grain of salt. Get used to it if you want to keep selling on that hole.

Burnie

If it were me I would probably send him the $15 and call it a day. No, its not fair but its not worth loosing sleep over either. Otherwise this is just going to escalate, take the hit and move on. Oh and block him after you are done.

Ahrensdad

I'd stick to my offer to have him return for a full refund and would add his postage. I would not do a partial refund if I felt there was no damage. If I felt there was damage, I would give him the partial refund and move on (which you do not seem to feel is the case). You're almost hoping he threatens bad feedback so you can turn it over to EBay. Stay prefessional and courteous in your responses.

Best of luck.

Ahrensdad

Now that I see the pic it looks like where the bezel comes together and clearly visible in the pic which should have been very apparent to the buyer before bidding. I assume these are the pics from the auction.

Unknown

This content has been removed.

Meltdown

<< <i>Now that I see the pic it looks like where the bezel comes together and clearly visible in the pic which should have been very apparent to the buyer before bidding. I assume these are the pics from the auction. >>




Yes, those are the auction photos.
I honestly never took the bezel off, but do have another piece and it seperates just like this one appears to do.

I would love to stay professional about the whole deal, but this guy is really making it difficult. If he would agree to return the item
I'd be more than happy to take it back and refund his shipping.

I'd much rather "talk it over" with him face to face.

19Lyds

Send him a SA Prepaid bubble mailer to return the item.
That should eliminate his "hassle".

If he does not return the item, gather up all his emails to present to eBay shpuld he leave you a negative.

I'm of the opinion that he's either ignorant of how bezels function or he's trying to recoupe some of his costs for getting into a bidding war with whomever 2***d( 9 ) might be.
Never the less, its obviously "buyers remorse" that he's attempting to get YOU to pay for.

SUMORADA

These kind of things are a fact of life since ebay decided that sellers are not equal to buyers.....tell him return it for refund period JMO....then he will neg you but life goes on...

A month or so ago a "buyer" threatoned me with feedback extortion, I followed the ebay rules reported it, a couple days later he followed thru and left 5 negs for me...5000+ 100% feedback prior to that....life goes on.

JamesMurray

<< <i>Typical feepay extortionist. Just take the neg you're going to get with a grain of salt. Get used to it if you want to keep selling on that hole. >>



Sadly , this is the best advice. I'm JamesMurray and i've been Ebay clean for 3 months.

braddick

It appears it's going to cost you $15. to avoid negative feedback.

jesbroken

Take the neg, explain in your answer that you offered full refund + shipping and the buyer refused and that the crack was from the manufacture and was normal. DO NOT give in to extortion. If you do, don't bring your woes to the board.
JMO
Jim

OPA

Suggest you contact eBay. Feedback extortion is a no no & subject to being NARU. Advise your buyer to return the item for a full refund including the return shipping postage & if he leaves neg fb, contact eBay & advise them of attempted extortion...they will remove the neg.

deltadimeman

don't even email the guy ! he will leave neg fb anyway ! if he returns the item give him his refund but don't pay for your shipping cost to deliver to him or his shipping cost for delivering back to you ! a neg fb is not that bad of a deal anymore, everyone knows how ebay has screwed the seller !!

M

Did he threaten neg feedback? I didn't see that but think you would have a better case for the full refund if you hadn't mentioned in one of your responses "I'm not opposed to giving you a partial refund but would feel better with some assuance that it is truly broken." Now it's his contention it isn't right or broken. Sorry to say ebay will probably side with him. I'd grit my teeth and do the partial then block him.

AUandAG

Send one final message and note that it's your final communication: Return for a full refund
per Ebay policies and per the auction terms.

bob

robertpr

<< <i>Did he threaten neg feedback? I didn't see that but think you would have a better case for the full refund if you hadn't mentioned in one of your responses "I'm not opposed to giving you a partial refund but would feel better with some assuance that it is truly broken." Now it's his contention it isn't right or broken. Sorry to say ebay will probably side with him. I'd grit my teeth and do the partial then block him. >>



Sorry to say it but you screwed the pooch on this one. Should have never said that. You're going to own this neg UNLESS he threatens neg feedback or low dsr's in his communication. Unfortunately, he looks smart enough not to do that. He's done this before, I'm sure. If he can't be "bothered" with the "hassle" of a return, you shouldn't be "bothered" with the "hassle" of issuing a refund either.

Give him the return or keep ultimatum, note that it's your final communication, then let the chips fall where they may. Even if you get a SNAD chargeback, you're not losing a ton of money here fortunately.

crypto79

<< <i>Send one final message and note that it's your final communication: Return for a full refund
per Ebay policies and per the auction terms.

bob >>



This is the right answer. I make it a point to never discuss price after the fact even if they are right.

GeorgeKellogg

All bezels of that type have a "crack" at the top. That's how the bezel separates enough so that one can insert the coin, ingot, etc.

It sounds to me as if the buyer is clueless, or is dishonest and is trying to rip you off.

mrpotatoheadd

<< <i>Send him a SA Prepaid bubble mailer to return the item.
That should eliminate his "hassle". >>

This is the way to go. Giving partial refunds only reinforces in buyers' minds that it is a way to get an easy after-auction discount.

BTW- after you give that refund, there is no guarantee you still won't get a neg.

FullCameo

If the separation is supposed to be there, tell him that. If it's cracked, other than the separation, have him send you a photo. Idk, sounds like he has buyers remorse. If its not cracked, there is no way I'd send him $15.

Absolution

The person has over 100 feedback, I wonder if anyone else had an issue with them as a buyer. I learned to always give the buyer the benefit of the doubt. That being said, he/she sounds like buyer's remorse despite the number of feedbacks the person has. Personally I would do this:

1) Offer them a refund and inform them to return it so you can send it to a jeweler for verification. If it indeed is broken, give it to them for free. This is a gamble but the buyer will acknowledge you are attempting to make sure it isn't a problem. Let them know you will pay for postage. Make sure to inform them it should look EXACTLY like the picture, otherwise if any tampering has been involved it neglects the deal.

2) Ask them to take a picture of it so you can see what they are talking about or before and after. This may backfire, they may break it on purpose before they take a picture though. You can be sneaky and ask them to take a picture of what they are talking about or ask them to point it out in your picture.

3) Just eat the negative feedback. You can still comment on the negative feedback once they leave a negative feedback.

4) Just eat the costs if you want to keep the 100% feedback. Going forward, I would put the auction is as is, no returns are accepted (despite the auction listed as no returns), I always usually put ABSOLUTELY NO RETURNS. Picture is what you get. All items are shipped insured. etc. something like that.

frnklnlvr

<< <i>Suggest you contact eBay. Feedback extortion is a no no & subject to being NARU. Advise your buyer to return the item for a full refund including the return shipping postage & if he leaves neg fb, contact eBay & advise them of attempted extortion...they will remove the neg. >>



I don't see anything in the buyer's messages that would be considered feedback extortion. It sounds like buyer's remorse. If it were truly broken the buyer would almost certainly return it for a refund.

AUandAG's post is the way I'd handle a situation like this.

Meltdown

Update: I went ahead an offered the chump a $10 dicount. I didn't feel right about it and let him know as much...

I would appreciate as many members here on the boards that feel comfortable doing so, to block this seller from purchasing.
I took a closer look at his feedback and there are a couple instances where he states "seller was very understanding..." which leads me to believe he has pulled this
crap before.



Here was my last response to him.


Dear gregpasc91165,

OK, I have given it some thought. I looked again at the pendant you purchased and have determined the pendant bezel is not broken, it seperates on the top so it can be removed. You have stated that you are not willing to return the item even though I have offered to completely reinburse you with shipping costs. I cannot help but feel you have some buyers remorse and are trying to extort some money back from me. Against my better judgement, I will offer a $10 partial refund in the hopes that we can resolve this without further dispute. Let me know if that sounds agreeable and I will make the refund today to your account.

OPA

<< <i>The person has over 100 feedback, I wonder if anyone else had an issue with them as a buyer. I learned to always give the buyer the benefit of the doubt. That being said, he/she sounds like buyer's remorse despite the number of feedbacks the person has. Personally I would do this:

1) Offer them a refund and inform them to return it so you can send it to a jeweler for verification. If it indeed is broken, give it to them for free. This is a gamble but the buyer will acknowledge you are attempting to make sure it isn't a problem. Let them know you will pay for postage. Make sure to inform them it should look EXACTLY like the picture, otherwise if any tampering has been involved it neglects the deal.

2) Ask them to take a picture of it so you can see what they are talking about or before and after. This may backfire, they may break it on purpose before they take a picture though. You can be sneaky and ask them to take a picture of what they are talking about or ask them to point it out in your picture.

3) Just eat the negative feedback. You can still comment on the negative feedback once they leave a negative feedback.

4) Just eat the costs if you want to keep the 100% feedback. Going forward, I would put the auction is as is, no returns are accepted (despite the auction listed as no returns), I always usually put ABSOLUTELY NO RETURNS. Picture is what you get. All items are shipped insured. etc. something like that. >>



I recently sold him a silver bar...he paid immediately and left pos f.b. after he received the item.

GMan

I would never give partial refunds unless I made a clear mistake in the listing and the buyer offers to keep it anyway. I would only offer a full refund upon receipt of the returned item. If you offer that and offer to send a prepaid mailer, I can't see what else you would need to do. I certainly wouldn't have accused the buyer of extortion even if I thought that LOL. Good luck.

TomB

In my opinion a partial refund is a mistake. Full refund upon return or nothing would be offered. The possible negative feedback might have minimal, if any, impact on your sales while the nasty taste in the mouth would linger forever. Partial refund feels very wrong here. Even if the buyer agrees at this point I would still not give the partial refund.

Bochiman

Brian,

It's ebay.
I wouldn't have offered a partial. I also wouldn't have been as verbose as you have with him. Nor would I have gone at him by saying I suspected him of extorting money or buyer's remorse.
It gets you nowhere and if the buyer wants to be difficult, that may push him over the edge.

Imho, it's best to be polite but short and sweet in discussions of this nature.
When dealing with ebay, and some others, you just need to put your feelings aside and try to treat it from a purely business standpoint and not get caught up in things.

Good luck with him

pakasmom

Sorry this happened to you, Brian. I've always had a great transaction whenever I've dealt with you...

I know you've already answered him and offered a partial. But IMHO, when "you don't feel good about something" - don't do it.

M

<< <i>Brian,

It's ebay.
I wouldn't have offered a partial. I also wouldn't have been as verbose as you have with him. Nor would I have gone at him by saying I suspected him of extorting money or buyer's remorse.
It gets you nowhere and if the buyer wants to be difficult, that may push him over the edge.

Imho, it's best to be polite but short and sweet in discussions of this nature.
When dealing with ebay, and some others, you just need to put your feelings aside and try to treat it from a purely business standpoint and not get caught up in things.

Good luck with him >>

I agree with you on all but the partial refund because he had already told the buyer he wouldn't be opposed to giving a partial refund in one of his email replies. He has unintentionally opened the door for the guy to use it against him with ebay to get a partial or even a full refund - with or without getting the item back and being totally in the hole. Now maybe he'll be able to put this behind him and let it go.

mingot

If you were going to call the guy out then you should have just not offered a partial.

calling him out could easily buy you a neg.

Meltdown

Well, I can't say I disagree with any of you on the partial refund and yes, possibly I shared too much with the guy.
My main concern was not getting the silver ingot returned to me... he could have mailed an empty envelope "for his time & trouble" for all I know.

The guy rubbed me the wrong way and at the end of the day, I didn't want the hassle. It's worth $10 to me for him to just be gone.


If it ever happens again, I will go the other route and just let ebay & paypal handle it.

mrpotatoheadd

<< <i>It's worth $10 to me for him to just be gone. >>

But he's not gone. He's still an eBay buyer- one who knows how to get an after-auction discount if he wants one. Maybe not from you next time, but certainly, from somebody else.

FullCameo

What was his response after you offered the $10 discount? What did he say?

Meltdown

<< <i>What was his response after you offered the $10 discount? What did he say? >>



He said, "that would be fine, thanks."

Raybo

Excuse my language but.....................gregpasc91165 is a scumbag!
I would never ask for any kind of discount unless one is offered, and it would NEVER be strong armed.

Spooly

Make him give you positive feedback before you send the money!

If he gets him money first....... He will neg you.

mrpotatoheadd

<< <i>Excuse my language but.....................gregpasc91165 is a scumbag! >>

How can that be? I distinctly recall reading on this forum numerous times that "The customer is always right."