Customer return and shipping costs advice needed

[texaslex]

Hi all,

I wanted some advice in regards to a customer return. I am a seller based in the Netherlands.

A customer bought an hdd recorder from me and now wants to return it claiming the connectors are not compatible for the US. All connectors are clearly stated in the item specifics and the powercable type is also mentioned once more (to prevent this type of issue) in the item description. The reason he choose in the return request through apparently Ebay’s automated phone system is “changed my mind”.

I my listings I have domestic and international return accepted turned OFF. Despite that I accepted the return telling the customer that I will refund the item costs of 100 dollars if he ships it back and after inspecting it. I did not intend refunding the original shipping costs because the customer did not read the listing thoroughly and choose “changed my mind” as a reason. Because of the same reason and the fact that I don’t normally accept return I also did not intend to pay for return shipping.

In a reaction to me accepting the return and my accompanying message he states that he assumes I will pay for the shipping cost to return the item. He correctly states the total cost for him in shipping will be 84 dollars to get a refund of a 100 dollars for the item.

I feel I am officially in my right to deny any compensation in shipping cost but want to resolve the return in such a way the customer does not get pissed and leaves bad feedback. I live in the Netherlands so I can not call Ebay to remove feedback very easily.

What in your opinion should be the further approach?

Best regards,
Alex
VDBshop

[Jay]

At this point, I’d decide what’s more important to me: not getting bad feedback or not losing money.

Your policy is “no returns”, so not sure why you didnt stick to your policy. We would have just gone silent and denied the return request. eBay would have backed you up.

But you are correct that because the buyer chose “changed mind” as the reason for the return, the buyer is responsible for all shipping. You offered to accept a return, but you’re not going to convince the buyer to be happy until you agree to pay all the fees. Now just be silent and let the buyer make a choice to return or not.

We call it the Silent Method.

We know how grumpy buyers are tricky and cause stress. Best strategy is to know the eBay rules better than the buyer and use them.

[HistoryNerd]

I’ve had a similar return, though with a lower-value clothing item. Customer requested a “changed mind” return, which I always accept if buyer pays shipping. After that, she changed her tune and started sending messages that the item was torn up and stinky. I’m guessing she realized too late that her real reason put her on the hook for shipping, but she couldn’t change it to INAD in the system, so she was trying to do it through messages? Whatever. When I got the item back there was also a handwritten note that I owed her shipping both ways. I ignored all this and just refunded her purchase through the return system. In cases like this I’ll risk negative feedback just on general principle, but I never heard from her again.

[texaslex]

Thanks for the advice. My whole approach backfired on me a bit I guess 🙂

The customer messaged me shortly after the second message that he was trying to resolve the issue by using converters. He had te powercable issue resolved and asked me to help with the coaxial cable issue. So I asked for pictures and promised to help. It was al positive and in good spirit.

Meanwhile I noticed he gave me negative feedback while up until this point I going along with everything in a good cooperating manner. Very strange.

Anyway, I send him a message asking for a change feedback request. I have had succes before and I hope he accepts.

[Jay]

I hope it works out. You’re trying to do the right thing, over and beyond what is expected of you. Big kudos to you.

Just know that one negative has never hurt our selling ranking.

[debitendcredits]

You should also contact Ebay directly. You may be able to make a case that the feedback was a retaliation. Ebay will remove negative feedback if it is not warranted. You can also leave a brief comment by the negative feedback explaining your situation. Personally I feel it’s more important not to be bullied by customers.

[texaslex]

The customer reacted positively to my change feedback request but mentions only after resolvement of his issues. Since I have a case and it reeks of feedback extortion parrallel to resolving it with the customer I will ask Ebay to remove the feedback.

Once gain thanks for the help.

Have a nice day.

[Jay]

Sounds like you handled the situation like a pro.

[texaslex]

Thanks Jay! I like the positive attitude on this forum has a lot.

My feedback removal request just now got denied by Ebay. Since I live in the Netherlands and there is not a Dutch phone number for it calling the US in hopes to get a different customer support person is not really a feasible option for me.

Since this is my first time asking for feedback removal I was wondering if I could have a shot at still convincing Ebay by using some of your reasoning as seasoned sellers? Any input for this case or future reference is appreciated. I hope I am not overreaching for advice 🙂

My original message to Ebay:
”
Dear sir/madam,

Through this message I would like to ask you to remove the recent negative feedback from buyer “geomacwh-01”. The given feedback is as for as I can tell in violation of the Ebay feedback policy.

Stated in the bullets below is a short summary of the events around this negative feedback for your convenience:
* The customer filed a return request with the reason being “changed mind”.
* Customer then messaged me stating connectors of the device are not compatible though they are all stated in the item specifics and tem description and also are visible in the photo’s. Customers shows in later messages that he does not know what he exactly bought and appears to have little to no knowledge of this type of item.
* Despite have accepting return turned of I accepted his return request and stated I will reimburse him for the item cost. Reason Ï granted the return request is cause a satisfied customer is important to me. He does not seem satisfied though I am already going beyond what I am obliged to do since I do not have to accept the return since the reason is “changed mind” which is buyers remorse.
* He states on may-04-19 15:54 “I really didn’t have any issues with your part in the transaction. Of course that was an undesired rush to judgement on my part.” He tells he was frustrated because he had to speak to multiple Ebay representatives by phone and it took him a long time.
* I was and still am communicating with the customer to get his issue resolved. Up until now I have not denied or responded negatively to any of his requests.

Based on the above I think you can agree with me the violation of the Ebay feedback policy. Hopefully you can remove this feedback for me.

I await your judgement and reply.

Best regards,
Alex van den Brand
VDBshop”

The reaction from Ebay:
”
Hello Alexvan,

Thank you for contacting eBay Customer Support regarding the feedback removal. My name is Sandip and I’m glad to assist you.

I understand that you’re unhappy with the feedback you’ve received from the buyer “geomacwh-0”. I understand how frustrating it is to get negative feedback. Hence, you wish us to remove the feedback as it is in violation with eBay policies. Further, I appreciate you for providing all the details regarding the transaction. Please allow me to assist you with this.

Alexvan, I’ve checked the details and I’m sorry to inform you that according to our feedback removal policy this feedback doesn’t qualify under removal. Users can sometimes receive feedback which, in their opinion, is dishonest or unfair.

Feedback is basically a way for one member to express their opinion about how a transaction went; based on that we don’t remove, edit or change it unless it is violating our policies. Please understand that we can only remove Feedback in limited circumstances, as Feedback is another member’s overall assessment of how it was to transact with you on eBay.

More information on the rules of feedback removal can be found here:
http://pages.ebay.nl/help/feedback/questions/feedback-removal.html

Further, in this situation, you can communicate with the buyer and ask the buyer to change the feedback and send the buyer a feedback revision request to change the feedback.

To know more about feedback revision request you can visit the below link:
https://www.ebay.pl/pages/help/feedback/revision-request.html

Further, to send a feedback revision request to buyer you can visit the below link:
https://feedback.ebay.pl/ws/eBayISAPI.dll?ReviseFeedbackInitiate

I appreciate for your understanding and cooperation in this matter. Please write back to us if you have any additional questions.

Kind Regards,
Sandip

eBay Customer Support

[Jay]

Unfortunately getting negative feedback removed is a lottery. Sometimes the customer service rep is understanding and sometimes not. Thats why we will often call several ties till we get a friendly person. Doesnt always work.

But I understand that you can’t call very easily. Are you selling on eBay.com? Or a site specific to Europe?

Ultimately we must judge how much time we want to put into getting feedback removed. Sometimes its not worth the trouble. Currently we have two Neutrals and one Negative in the last twelve months. Grumpy buyers happen. We keep selling.

[Timo]

1) Your feedback removal case seems reasonably strong. In my experience, the best way to get a negative removed is to call in (or do a call back) and get a sympathetic agent. Often calling more than one time is required. Don’t know how you can do this from the Netherlands since you must call eBay US for your item.

2) You are listing on eBay US. I don’t think that most US buyers have any idea that a ‘type c power cable’ is for EU (Europe), not US. So even though you have this in your item specifics plus in your description, US buyers still don’t comprehend. Seems to me that you may run into this problem again. Perhaps you can improve something in your description to emphasize this.

[Author]

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