Buyer disputing condition of item I sent

[TWOBANANAS]

Sent out a designer leather jacket which went for only £10.00 last week. This jacket was in perfect condition, no damage, no signs of wear or tear to the leather, just perfect. Have since received an email from the buyer saying that although the jacket looks like the one I photographed it is not the same jacket, she says it is very worn and damaged. I am annoyed at this because the jacket was in immaculate condition and I did not appreciate her accusing me of sending out a different item. She actually said I had sent the wrong item and put about a million explanation marks after the sentence (that wound me up a lot). What should I do??? I have over 2500 positive feedback (100%) rating so have been selling for a long long time but can't understand what this woman is on about??

offer her a full refund if she returns the jacket.

Yep short and sweet ^^

She's complaining but what does she actually want?

I have done. I just don't understand why she would obviously lie about the condition of something? I've asked her to explain in detail the damage she describes so will be interested to see what she makes up.

tell her to return in the condition in which it was sent, and once you have checked your security marks you will refund her in full.

Be careful. Buyer could send you a similar but worn one back and have yours plus a refund. I agree with Jackson. Say you will be checking any returned item carefully against your photos and checking for your security marks and see if they still want to return. If you are positive about the condition you sent it in then it sounds dodgy to me. If you do re list start it at a higher amount as £10 does seem too cheap for a designer leather jacket. I sold a Ted Baker leather jacket for £100.

Hope it works out for you.

I bet they have the same one that's knackered and wanted to replace it. Definitely do the thing saying you've got detailed pics to check it against, and that you'll refund once you've made sure it's the one you sent out.

ask them to send you photos of the areas of wear / marks