I have recently sold an item on a second hand website. The buyer paid by cheque and arranged courier. Lots of pictures were sent of this item and the buyer was happy.
4 days after courier collection the buyer rings me to say she is unhappy as she feels it has some marks on it when it was described as really good condition. She now wants a refund. I stand by my description of the item and have pictures taken just before it was sent.
I have a feeling that if I refund then I won't see the item again or it will be damaged and not as I sent it.
You need item back first- I have just had a similar situation and let it go to dispute. EBay found in my favour which I was surprised and pleased about. Having heard lots of horror stories about eBay always siding with the buyer, I have been really impressed. They also removed the unfair neg feedback. If you feel that you have done nothing wrong, stand your ground, I think that eBay are sizing up to the scammers.
The goods must be as described. If you said they were in really good condition then they must be in really good condition. If the buyer takes you to court it will be up to you to prove that any faults were not there when you shipped the goods, so it is good that you have pictures taken just before it was sent. Of course, without knowing the details it is possible that the marks were caused the the courier company mis-handling the goods.
You should certainly insist on return of the item before giving a refund.
We had this. Sold an excellent condition camcorder via Amazon market place. It was bought by a 13 year old and he jammed the wrong size tape in it; we agreed to try and get it fixed through DH's contacts and then they reported it to Amazon as fault on receipt and Amazon refunded and withdrew our payment!