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Just keep repeating, "full refund upon return", do not engage in any lengthy discussion.
You have all the evidence you need to prove Feedback Extortion. Reporting the buyer in advance is a good thing now all you need to do is ignore until such time as you get negged.
If you do get a neg you should have no trouble getting it removed. based on 'provide me with $X refund or I will leave you negative feedback'. The important thing is to never waver from the "full refund upon return".
This is one reason why I offer to pay shipping both ways for returns, buyers who want to try to extort a partial refund have absolutely no excuse not to make a return as it will cost them nothing.
FYI - I have had multiple negs removed under these circumstances and so have many other sellers. Keep your notes and establish a time line of events so that if necessary you can provide eBay with the details in a clear and concise manner.
Deciphering the OP it sounds like the buyer received the items and wants a partial refund for something.
The asking for a partial refund is acceptable (to eBay)
The threatening to leave negative feedback if they don't get a partial refund is NOT acceptable (to eBay).
If the product received was not what the buyer expected they are welcome to return it, they can threaten negative feedback if the seller doesn't agree to accept a return but wanting a full or partial refund AND keeping the item when the seller agrees to accept the return of the item....that's a clear violation of the Feedback Extortion policy.
I do NOT recommend replying at this point, YOU should take the "high road", do not get in a mud-slinging match because it will not reflect well upon you when you speak with eBay.
Use the "report Buyer" link that is on the feedback page.
Pick the appropriate reason, when you select one of the choice there will be a dropdown with more specific choices and a space to fill in the details.
Make your comments brief and to the point:
- Buyer purchased x date
- I shipped x date
- Buyer messages on x date complaining of y
- I offered a full refund on return
- buyer demanded a partial refund without return and threatened negative feedback unless a partial refund was given
- I repeated my offer for a full refund upon return
- Buyer left negative
You will get an automated answer from eBay, wait 48 hours, if the neg hasn't been removed go to Customer Support, type in Feedback Extortion, follow the links, you will get a phone number and PIN, call eBay right away and tell them you are following up on a previous report.
If it sounds like I've had some experience it's because I have. I have 13 negs removed in one case and 3 removed in another case in the past and I woke up this morning to 18 negs from a new extortionist. I fully expect those 18 negs will be gone soon (different user id if you are checking).
In both my previous cases the CS rep agreed to remove the feedback while I was on the phone and within a few hours it was gone.
The only part I don't like is that the negs are also removed from the Feedback left by buyer so other sellers cannot see that it's a chronic problem with the buyer. Fortunately eBay reps can see ALL the feedback history including any that was removed so they know if the buyer has a history of this sort of activity.
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Wow, that is a lot of feedback extortion.
Not at all. The situation with 3 was a couple of years ago, the 13 one was a Russian scammer with a long history of FB Extortion and the latest one is a repeat buyer in Brazil who has a worldwide reputation for being a cranky b-tard.
The most interesting part.....all of them are also sellers!
I think you see more reports because more sellers are refusing to cave and the word is getting around that eBay can (of you play it right) back you up.
We'll see how I do with my 18 negs, 1 positive and 19 across the board DSR dings.
And the follow up...........
Just had a nice chat with eBay.......the 18 negs (and 1 positive) the extortionist left for me are.......GONE!
I hope that my dashboard dsr dings (all 19 on them) will be going away shortly as well.
It was all very smooth and painless other than listening to that horrible music on hold!
I pretty much followed what I wrote in Post #10, I couldn't wait 48 hours so I called 24 hours after filling out the reports.
The woman at eBay was very nice, kept apologizing for putting me on hold while she reviewed the details and then started to manually remove all the feedback.
I didn't need to tell her much since I'd laid it out pretty clearly in my earlier reports. She hardly had any questions to ask, it was really very easy. The key part was that the buyer clearly stated in a message "partial refund or you get negged" and "because you shipped Express I had to pay taxes".
