eBay negative feedback

[Iwantmorecards77]

Not trying to hijack the thread - but I have a similar issue, though I am the seller.

I recently sold a $200+ modern hockey card. I advertised the card as NM-MT. Two weeks after the auction, the buyer paid and I shipped it out. (I'm patient, I guess.) The card was placed in a penny sleeve, top loader (with small piece of tape w/removable tab on top) - then placed in a team set bag. Card was sandwiched between 2 thick pieces of cardboard and taped. Then - it was placed between 4 more layers of thick cardboard (two on each side) then taped up in a weather resistant bubble mailer.

The item was marked as received/delivered on the 20th. 2-3 days later, the buyer points out a surface imperfection (indentation.) I told him I didn't catch it when I inspected it, nor could I see it in the high res scan I provided in the auction. Immediately, I offered a full refund upon return of the card. I don't want any unhappy customers.

He declined - and said he just wanted to let me know. He said the card was nice and wanted to keep it. ...I though it was over.

Then, last night - his tone had changed. He questioned my storage process (card has been in a top loader, top-up, in a 3500 count box and in a floor safe for several years.) Nothing was laying on the card's surface. His second message (he sent 2 before I could even respond) - he said he will return it.

I addressed his storage concerns, and told him the full refund was fine. Send the card back - and he'll get his money back.

..then he changed his mind again. He wants the card - but wants a partial refund. With 30 or so messages from him in all - he's obviously one that cares very much about his cards and I could tell he's upset with the purchase. I feel it's best he just returns it and I give him a full refund - as I had offered 2 times - and as he implied when he said he was going to return it.

I suppose my question is - am I obligated to meet his request for a partial refund? I feel really uncomfortable about this whole thing and would really prefer the card returned, and I give him a 100% refund. It seems as if he's refusing to send back the card - yet wants a partial refund.

With 780 (100% positive) feedback - I've never been in this situation. He's accusing me of knowing about this imperfection - and also accusing me of accusing him of creating a story. (lol) Funny thing is - he has over 300 (100% positive) feedback - so it seems we have two legit eBay customers here!

In all reality - I never noticed this imperfection and never had any issue with offering him a full refund.

Any suggestions? It would be greatly appreciated.

[mrmopar]

30+ messages? He sounds like trouble, or unstable at least, with too much time on his hands. I'd expect that he can't be fully satisfied, even if you offered a partial refund. I am not a seller so I can only give you my feelings here, but I would either offer a full refund and be clear and done with it or offer that he keep it as it is. i don't believe partial refunds are expected or required, as that is subjective between buyer and seller.

Good Luck. From a long time buyer standpoint, a seller with 1 or even a few negatives among 100s or 1000s of positives isn't even that big of a factor for me. It would depend on the specifics noted, but I wouldn't sweat it. Eventually someone will drop a negative on even the best of sellers. That is a reality of the system.

Originally Posted by Iwantmorecards77

Not trying to hijack the thread - but I have a similar issue, though I am the seller.

I recently sold a $200+ modern hockey card. I advertised the card as NM-MT. Two weeks after the auction, the buyer paid and I shipped it out. (I'm patient, I guess.) The card was placed in a penny sleeve, top loader (with small piece of tape w/removable tab on top) - then placed in a team set bag. Card was sandwiched between 2 thick pieces of cardboard and taped. Then - it was placed between 4 more layers of thick cardboard (two on each side) then taped up in a weather resistant bubble mailer.

The item was marked as received/delivered on the 20th. 2-3 days later, the buyer points out a surface imperfection (indentation.) I told him I didn't catch it when I inspected it, nor could I see it in the high res scan I provided in the auction. Immediately, I offered a full refund upon return of the card. I don't want any unhappy customers.

He declined - and said he just wanted to let me know. He said the card was nice and wanted to keep it. ...I though it was over.

Then, last night - his tone had changed. He questioned my storage process (card has been in a top loader, top-up, in a 3500 count box and in a floor safe for several years.) Nothing was laying on the card's surface. His second message (he sent 2 before I could even respond) - he said he will return it.

I addressed his storage concerns, and told him the full refund was fine. Send the card back - and he'll get his money back.

..then he changed his mind again. He wants the card - but wants a partial refund. With 30 or so messages from him in all - he's obviously one that cares very much about his cards and I could tell he's upset with the purchase. I feel it's best he just returns it and I give him a full refund - as I had offered 2 times - and as he implied when he said he was going to return it.

I suppose my question is - am I obligated to meet his request for a partial refund? I feel really uncomfortable about this whole thing and would really prefer the card returned, and I give him a 100% refund. It seems as if he's refusing to send back the card - yet wants a partial refund.

With 780 (100% positive) feedback - I've never been in this situation. He's accusing me of knowing about this imperfection - and also accusing me of accusing him of creating a story. (lol) Funny thing is - he has over 300 (100% positive) feedback - so it seems we have two legit eBay customers here!

In all reality - I never noticed this imperfection and never had any issue with offering him a full refund.

Any suggestions? It would be greatly appreciated.

[TheNightmanCometh]

Originally Posted by Iwantmorecards77

Not trying to hijack the thread - but I have a similar issue, though I am the seller.

I'd ask him what he wants. You've apologized and offered a full refund for his troubles, so you don't understand the need to bring up shipping issues and honesty as a seller. Tell him if he's unhappy with the product you'll be happy to offer a full refund and then leave it at that. Also, make sure you apologize again for the confusion. I've had to get on the phone with ebay, regarding issues, and they're pretty helpful; as long as you've been honest, kind, and you have a history of being an honest seller. Also, I wouldn't worry too much if he gives you a -neg. Like someone else here said, ebay doesn't care about that anymore and there aren't many sellers that care about one negative. Oh, and PPS, you can always leave a comment after their negative feedback explaining your side.

[Iwantmorecards77]

Thanks for the help, guys. I thought I did the right thing by offering a full refund. We shall see.

[glchen]

The issue may be if the buyer needs to pay return shipping to send the cards back to you. That may be the issue if the return shipping is not refunded also. You may need to offer to pay the return shipping also or just give the buyer a partial refund like 10-20%. If I think that the issue is my fault (item not as described or poor packaging), then I would do what I said. If I think the issue is due to buyer remorse, then I would probably make the buyer pay for return shipping and not offer the partial refund option.

[thecatspajamas]

I would never suggest a partial refund in this situation. If he's already fired off 30+ messages in spite of you offering a full refund, there's no way giving him a partial refund of any amount will "just put an end to this" or make him a "satisfied customer" (unless he's making the whole thing up to scam a partial refund). Just be simple and polite, but direct, in your responses to him, and ask him to return the card if he is not satisfied with it. Don't feel obligated to respond to every crackpot accusation he levels against you, because again, that is unlikely to make him happy and will probably just add fuel to the fire.

As far as eBay is concerned, the only thing you HAVE to do is give him his money back upon return of the card, and possibly pay his return shipping if he requests.

[TheNightmanCometh]

Originally Posted by Iwantmorecards77

Thanks for the help, guys. I thought I did the right thing by offering a full refund. We shall see.

Oh, man. I forgot the most important part. Once everything has been taken care of you need to block him as a potential buyer. Life's too short.

[Beastmode]

I think you did everything right. Looks like his trolling for a credit. I like how you handled it.

[Iwantmorecards77]

Well - for the third time, I offered the full refund. Was extremely polite about it and even explained that I would pay return shipping. He claims he's getting the card signed on the 4th and doesn't have time to send it back and wait for a refund. ..waiting 2 weeks to pay for it certainly didn't help him. We're going around and around on this one. Ugh! He states that if I had noted the surface ding in the auction - it would've sold for less. I can't note it if I didn't see it. I apologized for missing it and followed eBay policy and offered the full return.

Seems we're at a stand-still. He's refusing to send it back - and I'm refusing to offer a partial refund.

[kmac32]

Originally Posted by Iwantmorecards77

Well - for the third time, I offered the full refund. Was extremely polite about it and even explained that I would pay return shipping. He claims he's getting the card signed on the 4th and doesn't have time to send it back and wait for a refund. ..waiting 2 weeks to pay for it certainly didn't help him. We're going around and around on this one. Ugh! He states that if I had noted the surface ding in the auction - it would've sold for less. I can't note it if I didn't see it. I apologized for missing it and followed eBay policy and offered the full return.

Seems we're at a stand-still. He's refusing to send it back - and I'm refusing to offer a partial refund.

As long as you are corresponding through ebay, stick to your guns on a full refund. He is just trying to see what he can get out of you. You might even ask for a scan and have him point out the defect putting him on the spot. Defect may not even exist in my opinion.

Kmac

[TheNightmanCometh]

Your not at a standstill. He just wants some of his money back. Tell him, if he gets the card signed then it's his. Also, make sure to point it out to ebay customer service that you offered a full refund 3 times and he turned you down. Tell them you've done everything a responsible seller can do and at this point you think negative feedback is uncalled for. Then ask for them to remove it. If they don't, honestly, don't worry about it. If you've got hundreds of sells and one negative, buyers aren't gonna care.

[1952boyntoncollector]

Originally Posted by Iwantmorecards77

Well - for the third time, I offered the full refund. Was extremely polite about it and even explained that I would pay return shipping. He claims he's getting the card signed on the 4th and doesn't have time to send it back and wait for a refund. ..waiting 2 weeks to pay for it certainly didn't help him. We're going around and around on this one. Ugh! He states that if I had noted the surface ding in the auction - it would've sold for less. I can't note it if I didn't see it. I apologized for missing it and followed eBay policy and offered the full return.

Seems we're at a stand-still. He's refusing to send it back - and I'm refusing to offer a partial refund.

Yeah this guy is really fishy...waiting 2 weeks to pay would of been the red flag not to ever deal wit him.....if i see i neg feeback and seller puts on the feedeback 'offered full refund but he wants to keep card' i wouldnt worry about the 1 bad feedback, especially when later on it would be more than 90 days old and not show up as recent feedback ...

waiting 2 weeks to pay it just ridiculous for him to start complaining about the bid history of how much someone would of offered had they known about the indentation....what about him telling you beforehand it will take 2 weeks for him to pay if he wins the auction at least...he probably would get blocked if he said that before winning the auction..