Buyer complaining AFTER leaving positive feedback

[pasturesgreen]

So, I sold a bottle of gel nail polish on 31 May.

Item received, positive feedback left both ways, all good.

Then, out of the blue, this morning the buyer sends a message. She says that she's only just now tried out the polish and it's not at all what she was expecting, the consistency is different from all other polishes she has (of course, it's gel, it was clearly stated in the listing) and on the whole the polish is unusable.

She doesn't ask for a refund or anything, just sort of lets me know. Now my question is: can she still open a dispute after leaving positive feedback? Can eBay make me refund? It's not a huge amount of money, but I'm loathe to refund just because the buyer has changed her mind...What do I do? Do I reply asking her what she suggests or think though, not my problem you changed your mind, and ignore?

[19lottie82]

Yes, she can still open a request after leaving positive feedback, and 99% chance that ebay will force you to refund, if she returns.

Why does she seem to think the polish is "unusable"? Was it new / sealed? if she hasn't gone into details, ask her to explain and, if possible, provide photos.

This may help you understand if the polish is indeed faulty, or she just isn't used a gel polish. If it's the latter then you can explain this to her.

[19lottie82]

EDIT...... I've just noticed you sold the polish on the 31st May.

So, no, it's over the 30 days where ebay can force a refund.
Don't worry about it.

[pasturesgreen]

Thanks, I didn't know that!

She's now opened an item non received case against me...gaaaah! Of course she's received the item, how could she know it's supposedly faulty otherwise?

I've replied telling her that and now I'm just leaving it to eBay to sort out. I've no doubt they'll find in her favour, though holding out some hope re. the 30 days time limit!

[monkeyfacegrace]

If she has opened an item not recieved but you've had feedback and an email messaging about the item then eBay will find in your favour. Plus, once you've opened one case you can't open another.

You'll be fine on this one.

[19lottie82]

No problem, a buyer has 30 days from the latest delivery date estimate, to open a dispute (both not received and mis described). Check your sales record for the delivery estimates. I'm guessing if they paid on 31/5, that will have passed by now.

Actually that's sort of true..... they can open a dispute, but past this time frame it's for communication only. eBay will not step in to force a refund.

[gamerchick]

She's not very bright evidently.

[pasturesgreen]

Phew, thanks everyone! I was slightly worried as that's never happened to me in 8+ years on ebay.

I'll see how it goes on!