The pleasures and convenience of online shopping can easily turn sour. One unfortunate and increasingly common experience is being ghosted by a seller when you file a complaint.
The term “ghosted,” describes the phenomenon of someone who suddenly cuts off communication. While initially emerging from peoples’ experiences of dating apps, it has found its place in the world of customer service.
For buyers, being ghosted by a seller can be incredibly frustrating, leaving them feeling powerless and financially vulnerable. This article gives some advice on what to do if this happens to you.
The rise of ghosting in e-commerce
With the rise of e-commerce, millions of people regularly use platforms which enable third-party sellers such as eBay, Amazon Marketplace, Vinted and Depop.
All kinds of buyer-seller conflicts can occur on these sites. Problems range from receiving damaged or defective products to delayed deliveries or even scams where the buyer never receives their purchase.
While some sellers take their customer service responsibilities seriously, many others adopt a more evasive approach when faced with a complaint.
In these cases, the seller may initially acknowledge the issue but then stop responding altogether. Emails, messages, and requests for updates go unanswered, leaving the buyer in a lurch.
The lack of accountability and transparency can cause buyers significant distress, especially when they’ve spent a considerable amount of money or are relying on a product for a specific need or occasion.
Why does seller ghosting happen?
There are several reasons why a seller might ghost a customer after receiving a complaint. In some cases, it’s a matter of poor business practices. Small sellers, especially those with limited resources, may feel overwhelmed by complaints and simply choose to ignore them, hoping the issue will go away. Others may intentionally avoid customer service to protect their profits, knowing that addressing complaints through refunds or replacements could cut into their bottom line.
Fraudulent sellers also contribute to this problem. Some may operate solely to deceive customers, disappearing once the money is in their hands. These sellers have no intention of resolving complaints, which can be a rude awakening for buyers who are used to more reputable services.
What to do if you’re ghosted
If a seller ghosts you after you’ve filed a complaint or attempted to contact them, there are several steps you can take to try and resolve the issue:
1. Review the platform’s policies
If you made the purchase through an e-commerce platform like Amazon, Vinted, eBay, or Etsy, review the platform’s buyer protection policies. Most reputable platforms have processes in place for when sellers become unresponsive or disputes arise. This will guide you on your next steps.
2. Contact the seller again
Sometimes communication issues happen due to delays or technical problems. Send the seller a follow-up message, politely requesting a response and reminding them of the issue. Make sure to document each attempt to contact the seller, including dates and the content of your messages.
3. Open a dispute
If the seller still doesn’t respond after multiple attempts, open a dispute through the e-commerce platform or payment processor you used. Platforms like PayPal, for instance, offer buyer protection, allowing you to file a claim if a seller doesn’t deliver as promised or refuses to engage with you.
The emotional impact of being ghosted
The emotional toll of being ghosted by a seller is often underestimated. For buyers, the experience can feel personal, as it suggests a blatant disregard for their concerns.
It can also cause anxiety, especially if the purchase involved a large sum of money or was time-sensitive. The lack of response leaves buyers in a state of uncertainty, unsure if they’ll ever see their money again or if they’ll receive the product they were promised.
This sense of helplessness is compounded by the fact that online transactions are largely impersonal. Without a physical storefront to visit or a direct line of communication, customers often feel like they have no recourse when their complaints are ignored. This breakdown in trust can discourage future purchases, even from other sellers, as buyers grow wary of being ghosted again.
How to protect yourself as a buyer
While being ghosted by a seller is undeniably frustrating, there are steps buyers can take to protect themselves and minimize the risk of being left in the dark.
Use reputable platforms: Stick to well-known e-commerce platforms with strong buyer protection policies. Companies like Amazon and eBay offer dispute resolution services that can help buyers get refunds or replacements if a seller becomes unresponsive.
Read reviews carefully: Before making a purchase, check the seller’s ratings and read customer reviews. Patterns of ghosting or poor customer service are often flagged by other buyers, which can help you avoid problematic sellers.
Document everything: If you need to file a complaint, make sure to document all communication with the seller. This includes emails, messages, and screenshots. These records can be useful if you need to escalate the issue with the platform or seek legal advice.
Take advantage of buyer protection programs: Many credit card companies and payment platforms like PayPal offer buyer protection. If you’ve been ghosted, you may be able to file a claim and recover your funds through these services.
What can platforms and sellers do?
Technically the shopping rights which protect you when buying in-store should extend to online shopping. However, it can be difficult to enforce.
To address the issue of seller ghosting, e-commerce platforms need to take a more active role in monitoring and enforcing customer service standards. Sellers who consistently fail to respond to complaints or resolve disputes should face penalties, such as account suspension or removal from the platform. Additionally, clear and accessible reporting mechanisms for buyers can help ensure that ghosting incidents are dealt with promptly.
Sellers, on the other hand, should recognize the long-term damage that ghosting can do to their reputation. While avoiding a complaint might seem like an easy way out, the negative reviews and loss of future business can outweigh the short-term benefit. Investing in good customer service not only builds trust but also fosters customer loyalty, which is key to long-term success in any business.
Ghosting: a new reality of shopping online
The ease of purchasing online is offset by the lack of consumer protection. Being ghosted by a seller when you file a complaint is an unfortunate reality in today’s online shopping landscape. It can leave buyers feeling frustrated, powerless, and abandoned with little recourse.
However, by taking precautions and using the tools available through trusted platforms, buyers can protect themselves against this growing trend. At the same time, the responsibility falls on sellers and platforms to uphold better standards of customer service to ensure that ghosting becomes a thing of the past.
If you have any thoughts on this topic, or any other consumer issues you would like us to cover, feel free to get in touch with us at support@resolver.co.uk.