Being harassed by a buyer

[pansy_6]

So I didn't originally sell to the US as I didnt' want hassle of shipping and such but a buyer contacted me specifially asking to ship there because she really wanted the top.  I agreed and we went through the transaction.

She receives the top and claims that it's shrunken, faded.  I don't agree with her assessment and dont' accept returns as stated but I agreed to refund her just to keep her happy as I'm a new seller.

Few days after she bought the first top she buys another one, gets that one and same thing is claiming it's shrunk and faded. Both these tops are in amazing condition especially the second.  These are the two items she bought and are claiming are bad condition: 111019923364 and 111019271781. These look exactly like the pics and I even have a yellow top like the one I sold and it's the exact same colors. 

What can I do in this case?  I told her I'd refund her for the second one but I dont' want to refund the shipping charges cause she sent both the most expensive way possible:-(  I don't know why she'd claim that these are bad products when they're clearly not, how do I defend myself against this if she leaves bad feedback?

[femmefan1946 · Accepted solution]

Okay. First put her on your Blocked Bidder List (It’s under Manage Bidders on the Site Map)..

Now, do what you should have done for her first claim. Tell her that you will refund her money when you get the top back.

Calm and professional. If she doesn’t return the top (and since she sounds like a loonie, don’t expect to get it back in salable condition) , then no refund.

If she goes to PP for a refund she will also have to return the top to get her money back.

If she leaves negative feedback, you can both leave a Response (calm and professional, future customers will be reading it) and contact eBay about the harassment.

We all get the occasional nitwit or scammer, it’s a matter of learning how to deal with them and protect your selling account.

[femmefan1946 · Accepted solution]

BTW, now that you have some experience in selling, I would encourage you to open your listings to US customers.

The US market is 10 times the size of the Canadian one, and shipping is often cheaper to the US than it is to some parts of Canada.

Once you have measured and weighed your package, you can use Calculated Shipping so that all your customers can see exactly how much the ttransaction will cost.