Buyer wants a refund but has admitted to tampering with the item.

[windycathy]

Seeking advice ... have recently sold a doll and the purchaser messaged to say that she had found a small mark on the nose but -

QUOTE -  I'm gently working on this vampire nose lol. I'm obviously hoping I can manage the issue. The little bits in the nostrils should be fine. I'm a bit more concerned about the part where it looks like she got driven over lol. I can see now I zoom on the listing image there is a darker section. I just don't want to end up doing anything that makes it worse ie go right through the makeup. I'm just letting you know at this point.

However 2 days later she is now asking for a full refund as she states that - QUOTE  A prominent and permanent stain on the end of Draculaura's nose. No apology, just accusatory communication when raising it politely with seller. Not shown in listing image or mentioned in description. 

I have never been rude and or accused her of anything other than stating that she readily admitted that she 'worked' on the doll but now wants her money back and that she could see the mark when she looked closely at the image of the listed the item!

What should I do? 

Thank you 🙂 

[windycathy]

Would I receive a 'cold call' from eBay about this? As I just received a call from someone claiming they were calling from eBay but asking for my personal info.

[davewil1964]

I wouldn't give out personal details to a random at the end of a phone. Was it a landline? If so, did you check who the number belongs to?

[sandypebbles]

Maybe MIGHT possibly be eBay (if they happened to pick yours as one of the very few posts they read) Could be the buyer, or could be a random scammer. I would certainly not just give my details to who knows who

[padi*0409]

You say in the listing "ALL are in mint condition", so you really have no choice but to refund in my opinion.

Has the buyer opened a dispute about it ?

In answer to your other question, never give out personal details unless the message was definately from eBay and in your ebay message box.

[domino-710]

Tricky one Padi - a return label could be sent - but the return would not be in the ocndition sent. ??

[cam-2793]

Could even come back in (slightly) better condition? I thought in that case sellers could reduce the refund by a certain amount- or is that only for 'change of mind'?

[domino-710]

After trying to ' sand ' off a defect - not likely. lol

[windycathy]

I have accepted a return, but I know the item will not be returned to me in the condition it was sent ... I think this system is unfair. After more than 10 years as an eBay seller, my first negative feedback.

[domino-710]

Then on return fight the fact the item is not as was sent - take pics of that you received back - and the fact it had been tampered with - rather than just an item not as described.

[domino-710]

Added - you have pics of the listed item - take pics of the returned item - the buyer should have just opened a case of not as described - rather than try to fix . It gives you a chance.

[countessalmirena]

I hope it’s no skin off the doll’s nose, but by the sounds of it, there’s been some work done…