Buyer has returned a damage item...Is this email ok ??

[Dilligaf81]

Hi I sold a dress 6th August posted 7th August. The buyer emailed me on 10th saying the dress wasnt as described as it had a large orange stain and the zip didnt work. I apologised andsaid Im suprised about the satin as I always double check before posting etc, as for the zip I presumed she meant it was getting stuck or something however I have received it back today (took 2 weeks for her to post back) and the mark is obviously make up (I dont wear foundation) and the zip is completly brokedn as in cant be done up like someone ahs tried to force a too tight dress on.
Ive contacted ebay who have said to contact the buyer and she can open a dispute does this email sound ok:

Hi I have received the dress back today but Im a little confused as to how the zip became broken ? When you said it didnt work I presumed you meant it was stiff or sticking not completly ripped apart, it was not posted out like this and the pictures show the dress with the zip done up and that is no longer possible. Also having looked at the enlarged photo's the marks were not on the dress before.
Im really not happy to refund when the dress is now completly ruined and was not damaged when it was posted.

Regards

[thisisyesterday]

yes, that sounds fine to me

[Dilligaf81]

Great what do you think my chances are if she opens a dispute - she sent it back recorded ?

If Id made a mistake I would take it on the chin but she's obviously forced it on and as it has no stretch in it you have to be a 10.
Plus I tried it on before taking the pictures to make sure it was too big and I wanted to sell it.

[thisisyesterday]

i would say that if your pics show that there is no stain and that the zip does up then hopefully you'll be ok.

[foodjunkie]

I always state in my ads if there is a zip, it is the original one & still in a fully functioning order if that's the case) It's a shame we have to go to such extremes to cover our own backs but may be useful for you to try in the future.

Hope it goes ok for you.