I am new to EBay just started listing things this month. On my second sale I sold a cream/ blue striped baby's hat.
Buyer emailed saying colour was not as described (she said it was cream/yellow and should have been White). Description never said it was White it ticked striped, main colour blue and two photos show it clearly. Anyway I told buyer sorry they were disappointed with colour and offered full refund (even though I felt the hat matched what was in photo and they were in wrong).
Buyer asked if I would pay return postage, I said no that is buyer's responsibility (having checked eBay site and other forum's). Buyer then sent a few really ranty, aggressive emails (all in text speak so pretty incoherent) saying why should they pay to return to me, waste of her time as postage would be £3 to mail back, she's going to leave negative feedback for me and 'put hat in bin' as useless to her! I was flabbergasted!! It's a BNWT hat!! I was calm and courteous in all my communication.
She then left me neg feedback (after I offered full refund) saying 'hat very badly discoloured my son won't be wearing it awful seller' and opened case against me. Basically she was annoyed I would not pay return postage and that is real reason for neg feedback.
Her Opened case requested partial refund of £5,50 (bid price) and to keep item. I clicked on option for full refund £8.50 and return item (as i want the hat back to relist) Which is what I originally had offered but buyer refusing to return good as 'not worth it'. Can she do this and still get refund?
I know cases always go in favour of buyer but can I get a black mark even when offering full refund on return just because she refuses to send back at her cost?
It's really stressed me out and put me right off eBay. As I'm so new her negative feedback took me from 100% to 80% and I feel held to ransom due to this 'buyer is king' thing with eBay.
Also is it possible to speak to actual person at eBay customer service? I have reported her feedback.
TIA