Help!!!! Unhappy customer and I dont know what to do .....

[murphyslaw]

Advertised my used Radley handbag worth £85 and it was sold for £26. The customer that won the auction complained about my £5.40 charge for special delivery. I stated that I had advertised this cost at the start of the auction and I felt it was necessary to ensure the bag was fully covered. She agreed to proceed

Anyhow - she has received it today and says it is stained inside a pocket - the bag otherwise is fine.

What do I do now??? I have just forked out £5.40 and dont want to be out of pocket.
I genuinely didnt notice any stain......

can you offer her a partial refund, £5 maybe?

She does want a refund to include her return postage. In all my e bay experiences I have never had an item returned

I am going to be out of pocket by over £10

no you wont. She has to fund the return postage, then once recieved, you refund her her original payment.

but I didnt notice the stain...... so surely its my fault? therefore arent I liable for return postage?

iirc it is down to the buyer to cover costs for return postage. I returned a pair of trousers last week. I bought them for 1.99 plus free postage. They cost me nearly 3quid to return!

if the seller is at fault then really the seller should refund the return postage.
Get the item returned first to check it then refund the return postage.
you may find they suddenly decide to keep it or you may get it back and find there is no fault - in which case just relist etc.

does it have a serial number or anything - tell them to return it so that you can check the stain and the serial number prior to refunding.
Don't refund until you have it back

thanks all - offered a full refund and heard nothing. Just checked and they have left me feedback? saying they have decided to live with it! OMG

Another learning experience!