Troublesome customer, am I in for it?

[Susianna]

I had a message yesterday saying that they hadn't received the item and if it was going to take any longer they wanted a refund instead.
I checked the tracking as it was sent on Monday (they paid Sunday evening!) and it had been 'attempted' delivered on Tuesday. It said a card had been left.

I emailed the buyer and gave them all this info, found out a number and address of the depot for them all out of goodwill, as they said they had been in all the time and there was no card.

They have just emailed to say they've collected it but it has no rain hood...I stated in the listing (it's a mothercare framed carrier) that it was missing the 'sunhood' (my mistake - but it never had a sunroof and if they'd checked on the m'care website, they would know this was the only thing I could have meant - I referred to the website on my listing)

I have offered to refund minus postage both ways if they like - or suggested they contact m'care for a spare hood.

I'm afraid they might go to paypal because of a simple wording mistake, and claim not as described...in which case I could lose the shipping too.

What do you all reckon? Argghhhhh!!!!!

I should add that they have feedback of 5 and I am pretty sure it's a Buyer's remorse situation...?

I would stick to your guns, tbh.
Was there a clear picture of the actual item on your listing?

They sound like a complete PITA. In second hand goods it's a case of caveat emptor - buyer beware. The difference semantically between a rain hood and a sunhood is very slight and honestly, they ought to be able to work out that both are a piece of fabric to protect the baby's head.

I think you've been more than reasonable. Leave it a bit and see what they say. If you are firm a lot of them will just bugger off if they are just trying it on.

Thanks - yes. clear picture. Here:

cgi.ebay.co.uk/ws/eBayISAPI.dll?ViewItem&item=170149907100&sspagename=ADME:X:RTQ:UK:11

Sorry rubbish at links!

Tell em to whistle !!

You never said that it even had a rainhood, so why are they asking for it ?? its there mistake they should have read the listing. Stick to your guns. They havent got a leg to stand on with paypal.

Yep, I concur, tell them to sod off, you didn't mention any flipping roof attire.

Thanks, I haven't heard back yet, though wouldn't put it past them...it's because the original box I sent it in, says it has a rain hood thingy, and they have obviously been scouring the thing for a reason to send it back. I think the giveaway was in their first email - 'If it is going to take any longer I don't want it any more', ie they just don't want it anymore full stop!
I really hope the next person they deal with tracks their item. It's so easy to forget something and end up with a arsy one like this

At least if they try it on I can neg them and take them down to 80% or something, hee hee