Buyer threatening to leave negative feedback since item is arriving late

[folder777]

My buyer is threatening to leave negative feedback if I don't refund the shipping costs due to USPS redirecting their package to another state, causing the package to be late. The package is still currently on its way to the destination. Should I refund the shipping costs back to them? I'm not sure why I am liable for USPS mishaps. Can eBay remove the negative feedback after they give it as well?

[mrdutch1001]

Whether or not you process a refund,the buyer can STILL leave Negative feedback. Best not to get wrapped up in what seems to be feedback extortion....and I would like to think that possibly might be a situation wherein eBay "could" remove such feedback ...BUT don't count on that and/or expect that to be ...

and NO, I would NOT refund the shipping costs UNLESS the buyer RETURNS the item...

[flipistics]

I wouldn't refund. There's no guarantee they won't leave negative feedback anyway.  eBay MIGHT remove it if they consider it feedback extortion, but they rarely seem to do so anymore. If they do leave a negative and you can't get it removed, reply to it unemotionally. State the facts only and don't blame the buyer. You're not communicating with this buyer, you're communicating with future buyers.

Did the USPS make a mistake with delivery and send it to the wrong state, or did the buyer ask for the package to be redirected to a new address?   If the USPS made a mistake, you can try making a claim with your shipper for late delivery (it would be for the shipping cost only). 

I have a package right now that was supposed to stay within Ontario, but it went all the way to Calgary and is now making its way back. The buyer filed a case (don't blame them when they saw it going in the wrong direction, but I wish they had been a little more patient). I'm hoping it's delivered tomorrow (50/50) or I'm going to have to refund them and it'll be delivered the day after. eBay really needs to fix that policy.  I'll be filing a claim with Canada Post for the shipping, but I have no clue how it works (if at all) with eBay Labels. I guess I'll find out.

[lotzofuniquegoodies]

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@flipistics wrote:

I wouldn't refund. There's no guarantee they won't leave negative feedback anyway.  eBay MIGHT remove it if they consider it feedback extortion, but they rarely seem to do so anymore. If they do leave a negative and you can't get it removed, reply to it unemotionally. State the facts only and don't blame the buyer. You're not communicating with this buyer, you're communicating with future buyers.

Did the USPS make a mistake with delivery and send it to the wrong state, or did the buyer ask for the package to be redirected to a new address?   If the USPS made a mistake, you can try making a claim with your shipper for late delivery (it would be for the shipping cost only). 

I have a package right now that was supposed to stay within Ontario, but it went all the way to Calgary and is now making its way back. The buyer filed a case (don't blame them when they saw it going in the wrong direction, but I wish they had been a little more patient). I'm hoping it's delivered tomorrow (50/50) or I'm going to have to refund them and it'll be delivered the day after. eBay really needs to fix that policy.  I'll be filing a claim with Canada Post for the shipping, but I have no clue how it works (if at all) with eBay Labels. I guess I'll find out.

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@flipistics 

@folder777 

The OP can try on the service failure but I wouldn't hold hope. Sometime during covid that was withdrawn. It was later re-instated for Canada. Link attached for Intl. Last dated announcement Aug 1 2023. There is a chance they may do it as a courtesy. 

https://www.canadapost-postescanada.ca/cpc/en/support/articles/parcel-services-us-international/deli...

Standards for Canada: Delivery confirmation standard tool at bottom

https://www.canadapost-postescanada.ca/cpc/en/support/articles/delivery-standards/parcel-services-sh...

[ilikehockeyjerseys]

There are a few things to consider.

1. What the buyer said might qualify as feedback extortion. If they do leave negative feedback, you could try to have it by reporting that the buyer threatented to leave you feedback if you didn't give them something: https://www.ebay.com/sellerhelp/feedback (You need to sign into the .COM website, there is no .CA equivalent).
2. eBay might not consider it extortion because the buyer does have a valid reason to be unhappy with the experience (regardless of whether you are technically at fault). So they might view it more as the buyer saying "I'm not happy with the experience and deserve compensation". They are more strict these days with feedback removal.
3. Negative feedback doesn't matter. It sucks to get, but nobody reads it.
4. Negative feedback is an opportunity to market yourself as a professional and courteous seller. This is because feedback has a reply feature. If someone reads an unhinged or problematic comment from a buyer, and you reply in a way that shows you are professional and easy going, you look good - not bad.

Example: the package was LATE sent to another STATE by USPS seller REFUSED TO MAKE IT RIGHT, NOT HAPPY, REPORTED SELLER TO THE FBI AND EBAY POLICE not HAPPY thank you have a nice day

We shipped the package within 24 hours. However, there was a shipping delay with USPS. We maintained communication throughout the process. The buyer requested a substantial refund to compensate for a slight postal delay. While we are always eager to assist in resolving issues, we cannot provide a refund for an item delayed due to circumstances beyond our control. It is worth noting that the buyer received their package within x days of the expected delivery date.

Keep in mind, I am assuming we're talking about a run of the mill USPS delay, and not multiple months or something obscene. If you read the above, I mean it's a bit dry and customer servicey but what would your take away be? Oh USPS messed up and the customer was a crazy person, but the seller responds to messages and stuff so I should be good if we have a slight problem because I am not a crazy person. 

The important thing is to consider that the response is for your future buyers, not for the person who made the complaint. Insulting the buyer or getting into a p*ssing match with them will only make you look equally as bad as the buyer. If through your reply, it conveys to people that if there is a problem, you will be cool to deal with and respond to them, then it turns a negative into a positive. 

[darak10]

this is pretty cut and dry to me, the customer is clearly engaging in feedback extortion - USPS screw ups are not your responsibility.   Its also a shakedown, you dont owe this guy a cent for a US postal agent eff up.  I'd call his bluff and send him the chapter and verse of the policy definition of feedback extortion and warn him he could face negative consequences as a result such as loss of buying privileges by simply saying he would do this - if he actually wrote this in a message saying he would do this for that reason, you have the smoking gun, hes busted, dead to rights.  Ebay can read and review the email anytime to see for themselves.  This kind of nonsense has happened to me on a few occasions over the years,  and each time I respond this way, each time the customer backs off, and the situation gets resolved in a different way.   You have to be firm but diplomatic and professional when you are communicating this information however.  

I wouldnt ignore the nervous nellie advice, stand up for yourself.  As for negative feedback, i havent called to have it wiped in a couple years myself so I cant testify as to whether theyll do it or not in this case.  Bottom line this platform does have a policy prohibiting this type of conduct and your customer has actively said he would do it, and for this reason, I think you have more than enough reason to believe they should wipe it if he does leave it.   You of course cant call unless he does it, but you can also tell him you're going to report him for a policy violation vis a vis feedback extortion, which i've done as well and which tends to help them *ahem* get properly resituated on the matter since most quickly realize theyve bungled the situation for themselves.  

[darak10]

*would* ignore, would lol

[reallynicestamps]

My buyer is threatening to leave negative feedback...

Save that Message.

That is clearly "feedback extortion" and eBay frowns on that. even though eBay does not use FB to assess member accounts.

Can eBay remove the negative feedback after they give it as well?

Yes. And when it is Feedback Extortion they will and give the buyer a black mark too.

What is the last estimated date for delivery?

 Until that passes the shipment is not late.

If it has passed the buyer can file an Item Not Received claim. If they do (and the threat of neg. FB may indicate that they don't know how) your response should be to put the tracking number in the Claim. While it may show that the buyer is right and the shipment has not arrived, eBay often will give the seller some small leeway when they can show the shipment is in transit and moving. (fingers crossed)

Also, if the buyer REFUSES the (late) shipment.

https://www.ebay.ca/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?....

Then eBay would not require you to refund a single penny.

Mwah Hah Hah Hah Hah.

But of course as a Good Seller, you would refund the selling price of the item, although the shipping cost went to Canada Post/USPS and not to you so no refund is due there.

[ilikehockeyjerseys]

They have a policy against feedback extortion, but they may not consider it extortion because it is a request based on a genuine outcome of the transaction. 

Let's say I purchase a t-shirt from you, and I message you and say "You better send two t-shirts instead of just one, otherwise I'll leave you a negative feedback.", that is pretty clear cut feedback extortion.

Conversely, if I purchase a t-shirt from you and there is a genuine problem with the transaction, and being upset I say correct it to my liking or else I will leave a negative that reflects my poor experience, I don't think they would consider that extortion because even if it is ridiculous to threaten a negative feedback over USPS mishandling a shipment.

They seem to be very strict with feedback removal these days. It is always worth filling out the automated thing, because it takes 2 minutes, but I wouldn't get my hopes up about having it removed unless it is very blatant. 

[byto253]

On a positive note, a buyer messaged me yesterday that the shipment made it to their local postal station in Ohio, then got routed to Florida.  They contacted USPS and put a trace on it so that USPS knows their error and will get it back on track, and they will keep my updated.   So nice to deal with folks that don't panic and take care of things.