eBay/Paypal seller protection and evil buyers

micro44Member

We (seller): 12 feedback, no negative feedback,
purchased 10 items, sold 2 items

Evil buyer: 80+ feedback, 5 negative feedback

Item (buy now button $50): information CD with hard-to-find programming info

Buyer paid promptly via paypal. 4 days later, he asked for a full refund - reason: "not 100% satisfied, not interested, some stuff does not work, etc."

We are really really angry, we risk negative ebay feedback and we have read horror stories regarding angry buyers... they contact paypal... chargeback.... paypal freeze sellers account, etc. horror story

it's not possible to provide a refund... :-(
We are sure he has duplicated the CD, we are sure he wants to modify copyright info+some stuff, etc. and then resell it on ebay or other websites, very lame.

yes, welcome to the real world, evil buyers/customers everywhere :-( we are very angry & discouraged... it's not possible to jump-start our ebay business.

One of my friends said: "do not issue a paypal refund, accept 1 negative feedback and just HIDE your public ebay feedback - and don't worry about paypal frozen accounts... that will not happen"
----- but I do know buyers hate hidden feedback..

We need some advice.
Thanks

10/8/035:51 PM

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Original Post

Replies sorted oldest to newest

mrsmMember

I would not ever hide my feedback. Does the CD work properly? If yes and you did not give him a 100% RETURN GUARENTEE, tell him, sorry no returns. It's an auction, not a store...well,even Walmart won't allow returns on opened CDs because you don't like it. If he gives you a neg,just explain. It is NOT the end of the world.

rsmiller40

10/8/036:24 PM

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amhMember

Do you want to post the item number. There are some eBay policies that are relevant to information sales.

10/9/039:45 AM

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bartelbyMember

I agree with Mrs M - 1 negative will not hurt your selling reputation. Just make sure you respond to the negative *If* it gets left.
I think, if you wanted to go to the trouble, that if a negative was left you could fight to get it removed - this is definately one of those situations.

If the cd works there is no reason why you would have to refund the money.

I dont have much experience with Paypal but Mrs M would know what shes talking about there.

10/9/032:43 PM

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thinbuddhaMember

Whatever you do, don't hide your feedback- For me that is a red flag, and I won't deal with a hidden feedback seller unless I *really* want what they are selling.

Just respond to any negative feedback you get with a polite response- something like "Buyer wanted to return opened software". Don't make your response bitter, even if the buyer deserves it. (Bitter feedback can be left on HIS account if you haven't already left him praise, but keep any bitterness away from YOUR feedback page)

10/9/033:38 PM

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iliadMember

Make him this deal, you will refund the amount of purchase price, less shipping, upon receiving positive feedback from him. That way, at least you get something out of the deal.
I have done this on several occasions with success. As a matter of fact, I have offered warranties that are only good if positive feedback is received within, say 5 days of auction closing. THat way, I don't get someone who has an item that fails, I refund, then they still elave negative feedback.

10/11/039:23 AM

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dagnabitgrabitMember

You can't make deals for positive feedback. That is in violation of eBay policy. They call it "feedback extortion."

diva (aka Dag)

10/11/034:01 PM

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