I sold a handbag on the 'Bay. I listed it as new and provided 2 photos. I offered a 'best offer' option. It sold to a buyer who made an offer.
On 26/01 when the bag arrived she messaged me saying she was really disappointed as the bag was not the colour she thought it was and that it was 'dull and ugly' and not like the photo colour. She asked me to refund as the item was not as described.
I rang Ebay customer service for some advice (I have never had a problem before) and then messaged the buyer and said I could be not be responsible for her not liking the colour, that I had taken the photos with the flash on which could account for colour difference and that I would not give her a refund for changing her mind/not liking it- I had also said in my listing that returns were not accepted.
I heard nothing from her and thought my response had been enough.
She messaged again on 09/02 to ask me for my private email address so she could send me photos of the item- as she now said that the bag was dirty and did not think it was 'new' as I described. (It was!)
I messaged back and said I would not give out my private email but she could continue to contact me thru Ebay. I reiterated that I would not refund for her not liking the item and that it WAS a new item.
Nothing again until today- she has now opened a case against me. She's now saying it's dirty and smells!!!!
Thing is, she has had the item now for 4 weeks and could have tampered with/made dirty the item and I'm afraid if it escalates i'll have to refund her- and on principle, I really don't want to!
Any advice on what I do next? I've never had to deal with this before. Thanks!