negative feedback

[excellenta]

Hi Guys,

I have just been threatened with negative feedback for my store (100% postive at the moment)

Buyer purchased a mascara which she says she is not happy with (I have sold lots of these items)

She says she noticed i have all postive feedback and that she does not want to spoil this, but it is the worst mascara

she has ever used and that it is falsely advertised (not sure why it is falsely advertised)

Any suggestions of what i should do. I am happy to refund but thought there may be something else

i should be doing as I have a no returns policy and surely if someone does not like a product that is

there own choice and i shouldnt be responsible for this. But as i say happy to refund to save my postive feedback

Thank You in advance for any advice