URGENT HELP! Buyer disputing item quality

[HLaurens]

I've just had an email from a buyer claiming that a Polarn O. Pyret t-shirt they bought was not in excellent condition, but was in fact covered in yellow stains and bobbles. They want a refund.

I've sold about fifty items of clothing on eBay in the last few months, and have always given accurate descriptions and have a 100% feedback. The t-shirt in question WAS in excellent condition - I doubt whether it had been worn more than five times as I accidentally bought two the same. It was clean and free of bobbles when I sent it off.

I've replied to the buyer to say I'm sorry she's disappointed but I don't agree with her. What do I do next?

hmmm, i would check her recent feedback and see if she has bought more than one

then i guess i would offer to refund her, minus the postage costs.

i'd be a bit wary of getting a t-shirt back that wasn't the one you sold though... hmm

She also bought a hat, which she is also now claiming is not in the condition I stated. If I offer a refund, what is the safest procedure? I'm presuming I wait until I've got the items and then refund her.

you ask her to return them telling her that when you receive them and have checked them you will issue a full refund

OK, I've done that. Thanks monkeys. I'm a bit of a novice and haven't had a single complaint before now. I feel dreadful that someone would think I would lie about the quality of something.

I guess people decide they regret buying stuff and then make up a reason so they can return it.

a lot just try it on in the hope of a partial refund.
Don't feel bad, you know you sent good stuff

Hmm. Condition of used clothes is so subjective though - one person's "good condition" could be another's "urghh white washed with colours" or "slightly rough and bobbly."