Had this a few years back. I used to sell clothes that I’d bought and worn a few times, but which turned out to be a mistake etc, or household stuff I wasn’t using any more.
Buyer bought a coat in December, wore it to Xmas party, claimed it was “not as described” over colour, sent it back crumpled and stinking of fags, covered in dirty marks and charted with make-up.
She demanded a refund before return, which I declined and insisted she sent it back tracked and insured and I would refund then if it was in same condition as sent.
When she returned it, I said it had been worn and said I wouldn’t be refunding, she’d need to open a dispute, which she did. I provided before and after photos, showed listing from retailer website (Zara) and articles from bloggers describing the coat as Navy.
eBay said they would look into it.
Meanwhile, she was going absolutely mental about needing the money to buy her kids Xmas presents, how I was a selfish bitch for holding on to her money when she had children to buy for. That it was daylight robbery that she’d had to pay for tracked postage etc.
I sent the abusive messages to eBay.
In the end, eBay did tell me to refund the purchase price. But not outward or return postage, which was about £12 each way due to weight and value. And it was the middle of January before I had to do it.
So small victory in that she paid nearly £25 in postage fees to wear a coat once, and she had a lot of stress waiting for her money over Xmas.
Last thing I ever sold on eBay though. Won’t ever sell there again. It’s made me a bit more careful about what I buy.