I charged £2.80 P&P but when I paid for the despatch it was just 80p so I emailed the buyer & advised that as a gesture of goodwill I would give a refund of the difference. (No obligation for me to do that) I haven't done that yet.
Item received & buyer claimed staining visible so item not as listed, wants a partial refund. No stains on it at despatch.
HOWEVER....earlier today she did inadvertently (addressed to someone else) send me an email about staining on an item & she'd like a refund!!!
So it seems she has form for this.
My feedback from 600 transactions was 100% positive & she has left neg feedback for me.
Can you please tell me where I go to on the Resolution Centre as I really am unable to take a call from ebay at the mo? I thought they do a live chat but can't seem to locate it.
As you offered a refund when returned, ebay will remove the feedback for you. The buyer would be expected to do this. Just google 'resolution centre ebay' and you'll just log in on your browser. I spoke to someone on an online chat and they removed the feedback and blocked the buyer for me. (it was late at night so i got to chat quite quickly) They might look into how many refunds she has had recently and give her a warning too if you raise your concerns.
In future ask for photos of the staining. If it exists then ask them to return the item for a full refund.
You were lucky that eBay removed the feedback, as they weren't obliged to do so, as you said the buyer must have history of similar situations.
Just because you offer to refund doesn't mean eBay will remove NF, even if the offer of a refund is ignored. I've had a few requests for irrational NF to be removed, rejected, as eBay says it's a reflection of how the buyer feels in regards to their purchasing experience.
Same happened to myself last week. I asked the buyer to send item back and i would refund. She became really nasty and 'just wants partial refund'. I think they must try it all the time but it is good to know ebay have removed the neg feedback
I didn't ask for photos as I had a feeling she would have just stained them. I requested she returned.
Ebay withdrew the neg feedback on the basis the buyer refused to return for a full refund. They spent 20 mins whilst on the phone to me reading through all messages exchanged & confirmed I had followed the correct process & as such, negative feedback was removed.
The customer service staff were very professional - The initial peraon checked with 1 of her superiors to ensure she herself was following the correct procedure & advising me appropriately.
The buyer inadvertently communicated with me in error (as explained in OP) by avoiding the official ebay message route, which was of great interest to ebay when I spoke on the phone with them. I have the name of a 'superior' (manager) who wants to see all emails sent from the seller that have deliberately bypassed their message service.
Ebay went into my account & blocked the buyer whilst talking to me on the landline. I checked whilst on the phone that this was indeed actioned, just like I did at their request that I confirmed the neg feedback had been removed.