Buyer claims problems, wants postage refunded or they’ll leave bad feedback

[Oileol]

I sold an item for a family member, new without tags as they hadn’t used it.
I checked it over and did lots of photos of inside and outside etc, it looked new without tags- I just stated it had been in a wardrobe for a few years.
The buyer got in contact today to say they’d found sand and a sweet wrapper in a pocket. Initially I was quite shocked, thinking maybe the family member had been mistaken about using it, or I’d missed something- so I offered a refund.
However the buyer doesn’t want a refund- they just want the postage refunded as the straps are damaged/ the sand and they also say it was poorly packaged (it wasn’t pretty but it was secure and clean, I only charged what Hermes charged me too).
I stated no, I’d offer a refund, including postage, when they sent it back- I wanted to see how it was so different. I checked photos, inside and out, and it looks how I remember it- immaculate.
They are now sending multiple messages threatening bad feedback unless they get their partial refund as ‘that’s what sellers normally do’, and she ‘can’t be doing with the faff of returning it’- plus she’s now apparently washed it so I wouldn’t see the sand anyway.
Frankly they got a bargain anyway, it sold for less than used ones normally go for and about 15% of the new price. Even if it was true about sand I’d be confident re-listing a return. On principle I don’t really want to give a partial refund, especially as they say ‘that’s what sellerS normally do’- implying she’s done this before.
Wwyd? Worth the agro standing my ground?

In that case (the stain) you sold damaged goods and why should the buyer be out of pocket? It might be simpler to refund the purchase, and not ask for it to be returned if you're not able to sell it now anyway.

Yes I understand that point of view. However it is truly tiny and she is being very picky, (as well as rude and aggressive!)

Also- I've refunded her purchase but not postage as per PayPal process so struggling to even see how to pay her the post costs

Get her to open an eBay return request. Then you can issue her with a pre paid postage label (the cost is added on to your eBay fees) and once you get the item back, you just confirm to refund in full. Your eBay fees for the sale will be credited to your account.

[quote coronafiona]@sneakysnoopysniper can you advise if sellers should pay for returned postage? I sold an item of clothing with a mark on it which was my genuine mistake and I have refunded the buyer but she is sending threatening messages demanding I pay for postage. But the post costs either way, there's not much I can do about it. I don't want to refund everything as it will have cost me £10 (postage, eBay fees) and I've got nothing to show for it. Any advice? [/quote]
If the buyer opens a return through ebay, and you accept it, then they will be able to print out a postage label through ebay at your expense. There used to be a flat fee for this that worked out very reasonable.
Also when they use this, then any ebay Final value fees you've paid will be refunded.

If however they just go to the post office and pay for a label themselves, then you aren't obliged to pay them back.