All advice welcome please - whether it's good or bad

[brightandcheery]

Please help.
I have 100% positive feedback from over 380 transactions & consider myself fair if people treat me fairly.

I advertised for sale 6 items as 1 lot with t's & c's stating payment to be received within 4 days.

No news from purchaser so on day 4 I contact her & she replies telling me she is offline, unable to access Paypal (But still manages to access email??) & will pay on day 6. Day 7 comes & payment arrives with no note, no apology, no thanks for my understanding.

Today she has sent a threatening email (My first proper piece of correspondance from her) saying 1 part has been broken in the post & unless she recieves an alternative item or complete refund within 24 hrs she will leave neg fdbk. All items were individually wrapped with layers between them & packed tightly.

I explain that I have refunded 1/6 of the money she paid & she can buy herself a replacement as it is readily available. She says that's not good enough. I tell her under the sale of goods act 1979 my offer is fair.

Am I being unreasonable in thinking she threw away her expectations by failing to communicate with me over initial non-payment & how do I try & explain that she is being unreasonable - or am I in the wrong here?

I would honestly ask her to return the item and refunded money.
Not worth the hassle.

What Kayah said, if you're going to sell on Ebay you have to bend over backwards on the customer service side.
She'll probably Neg you anyway (she sounds like a prat) but you can honestly defend yourself that you did everything possible to rectify the problem.

I would offer a refund as well. Not worth the hassle and eBay generally protects the buyer.

Report her to ebay. She's not allowed to threaten you with negative feedback over something like this.

report her for feedback abuse

Thankyou all for your acknowledgements, I appreciate your advice. I have contacted eBay. Hope you all have a chilled Friday night.

I had to contact ebay recently for a problem with an item I sold. I asked on a couple of forums for advice and many people said ebay tend to side with the buyer and not to bother. Anyway because I felt I was in the right I did go through things with ebay and they did help me.

I didn't feel they were siding with the buyer, but their dispute process is long winded and is up to the buyer to instigate.

Thanks, Tutu, I'll be pro-active with this in mind! Have a good day.