Negative Feedback on eBay.

Well it happened again, I got a negative feedback on my ranking.

I take it personally yes, because I have done everything by the book yet people seem to feel that they can crap (PG word) on you.

So the day goes along, you get a sale, you pack and ship it and send it out. I make sure all my items are packaged so they will not damage in transit. I especially examine my sunglasses before sending them out for scratches or damage. I do have items on shelves and they can collect dust from time to time, so I clean them off.

Carefully put them in bubbles or an indestructible box. In this case it was a pair of sunglasses that were on a card, provided by the manufacture with a free eye glass cord. I used a stock image as it was exact. Well the item arrived in 3 days! The item cost $5.99 and shipping was $2.05 - very low priced item. It was received at the address on the 16th, I get the first email on the 17th:

Title: Item I received isnot as described

hello. The side little round circle was off sunglasses as soon

as it was removed from package. He never even tried them on.

Please give me address to return. I hope you refund shipping
both ways also. This was a waste of time and money.

So I had no idea what this person meant by round circle until I pulled the other pair I had available. View the images.

My reply:

I dunno what that is thats broken I guess but return them to PO box *** Some City NY 99999 - refunds are less shipping costs but in this case I may make an exception, Ill have to examine the item when it arrives here, however I cant issue refunds for more then what you paid to purchase the item. Sorry.

Well within a few minutes I get this reply:

Hello
If I have to take a loss and you are not refunding shipping, I will have to open a claim then.
I should not have to take a loss when you send a broken item.
Please give me address you wish returned to.
thank you.

Here is the first threat to open a claim since they buyer has to take a loss in sending it back.

I stopped issuing refunds on good faith because too many people expect to get things for FREE by issuing false claims, getting eBay to refund them for the full amount and then leaving the buyer negative feedback anyway despite doing everything according to the rules.

So here is my reply:

I assure you these were not broken when they left here, I examine everything prior to mailing. Its bad enough your marking this as 'item not as described' when its is as described. Im not the kind of seller to sell broken items so please dont threaten me with 'claims', please file one if you feel that strongly about it, you not the first to make such claims and Im sure you wont be the last. If it was broken prior to shipping I would have told you in advance and cancelled the order. If it broke in transit thats another story then I will issue a full refund of your purchase price and shipping, pending further examination.
Return address as stated in the previous email is ....

So this goes back and forth a few more times:

She replies:

The glasses were sealed in the package so how could you have checked before shipping?
Since you won't answer whether you will refund my original shipping, I will be opening
a dispute. That will guarantee my original shipping will be covered. I have no clue
what you mean by "investigation". Round side piece was broken when we took out of
package. What is there to investigate?

Second threat to open a dispute. I believe as a seller I have every right to investigate everyones claims! Right? And these were not sealed in plastic, they are in a plastic pouch but not sealed.

My reply:

These are not sealed in plastic at all, they are opened at the top and I can examine the product, I have more here so i know what Im talking about. On the other hand I dunno what you are talking about when you mean round side piece was broken, are you talking about the little spongebobs in circles? These are not broken prior to shipping this is why I said its possible they were damaged in transit, If you go back and read the last emails I will investigate your claim and make the decision to refund your shipping fees at that time. File a claim if you must.

By this time I was already livid Im trying to work and ship products for my other customers and this person keeps emailing me about this. Even writing this gets me heated!

So she appeared to calm down and explain a little to me, I grabbed the other pair that I had in my hand and looked it over. I agreed it may be defective but certainly not broken. I told her I would contact the manufacture and Ill issue a refund when it arrives here.

Her reply:

I opened a dispute when you would not listen.
Please respond to dispute. It is a shame it got to that.

I simply said Thank you!

Now the fun part. Keep in mind she threatened to file a claim twice already and now does it when I agreed it may be defective. Then says I wouldnt listen?!?

So that night I already left 'work' but I knew that the claim was coming so I logged in from home. So I get the claim and this is what it says:

"Took glasses out of sealed package and side round piece immediately fell off. My grandson never even tried on. Seller said he can't guarantee original shipping refund without "investigation". I would think he would say he was sorry for the problem but instead states he has to do an "investigation". I said I preferred to work out with him and tried to sending several emails. He told me go ahead and open a dispute. All I am asking is refund for glasses & shipping since they were broken when opened. I emailed him within minutes of opening package. They are unused. See his ridiculous emails? What does he think I broke them to loose $ ? I want to return & want my original shipping reimbursed also. HE won't guarantee that until he does investigation. Didn't want to involve ebay but he told me to. I do not appreciate the rudeness. Thanks!"

Shocking huh?

I was floored! Not only is the buyer referring to me as a 'he', she says she wants an apology and tried to work it out? I recall writing Sorry in my first email! Says my emails are Ridiculous? Seriously? The package was never sealed, the plastic was open at the top the whole time. I truly believe this person was hoping that I would just refund the money, let them keep it and forget about it. Even my FAQ page says you want a refund item must be returned! So I didnt reply, I selected the option 'Issue full refund upon return of item'... a few days later I get an email that says:

"HERE IS TRACKING USPS: 9405 **** 9930****1 5019 77 IT COST ME $4.75 TO SEND BACK BECAUSE USPS.COM ONLY HAD PRIORITY NO PARCEL POST OR FIRST CLASS. I COULD NOT GO OUT BECAUSE OF CHEMO. THANKS"

So I was like OK, I didn't reply again because what was the point. I waited for package to arrive. Apparently the package arrived on a Saturday to my PO Box, I dont work on Saturday. So Monday morning I logged into my mobile device I get this email:

"hello. USPS tried to deliver 3 days ago and notice was left. Please pick up. Please refund & my shipping back as promised. I don't want to have to escalate this. Thank you."

I was like seriously? Now your being pushy, complains and threatening to me again?!?

I never thought I was being mean, rude, or anything like that. I was to the point in all my replies.

So I replied:

I see your replies. Your package Attempted delivery on a Saturday to a post office box when I don't work. It will be retrieved today. (Monday)

She replies again:

Thank you.
Shipping back was $4.75. USPS.com where I printed label didn't have first class or parcel post.
I didn't go to post office as I am in heavy chemo & Dr. doesn't want me driving right now.
I printed off label and put in my mail box for pick up.
Thanks

So now Im supposed to feel sorry for her? I mean I dont know her do I? People make up stories all the time. Now this item was received in tact with the tiny little disc missing on one of the sunglass arms. (view images) I picked it up Monday late (4:45pm) and again went home. Last thing I needed was another email stating that I didnt issue a refund. I would normally waited till Tuesday to process the refund! So I get home, go online and issued the refund there, it was for the cost of the item plus the shipping to her total of $8. I was surprised to see eBay gave me the seller fees back! But I lost out on the shipping fees, the USPS never refunds that. I didnt care, I could relist the item, who cares about a little disc? Any child would love the glasses like that and would wear them anyway. Or destroy them as kids can do.

Well imagine how NOT surprised I was to see a negative mark. Well not only that she gave me a score of 1 star in description and 1 star in communication! How wrong is that? I replied to all her emails. How do I know I was her? Well I dont know for sure, but I check the scores a few times a day and see how they change.

Was it deserved? You tell me. All the emails received and replied are word for word I did not change or alter any of the wording except address and tracking numbers. I didnt even put names. What are the chances this buyer will find my blog?

The negative remark says she lost money on the return. Who told her to ship it Priority mail? It could have easily went first class for under $2. Cant drive to the post office? USPS.com may not offer first class but there are other companies that do.

As a buyer and seller, I encourage everyone to use eBay to settle disputes. The buyer has to file the claim and return the item before refunds are issued.