Im always happy to deal with new Customers / Buyers. 

Ive never had many problems with them at all . I treat everyone the same whether they are a 0 feedback or 5000+ and buy a $5 item or a $1000 one. Treat them with respect and as though they are all an important customer , which of course they are , sometimes they need talking through certain steps and a bit of cuddling to get their confidence and understanding up to speed. 

What ive found over the years is that newbie buyers that have a great 1st up experience with you will always come back later on.

Hi Aussie, I really appreciate your response and advice, but unfortunately none of it applies to my case in point. Our customers get all of that, and more.

It's rare for us to have any sort of issue, because we do inform, we do answer well, and maintain close contact, but when we do strike an issue the common denominator (so far) seems to be new buyers. It goes a bit beyond coincidence.

Gross stupidity is another matter altogether, and I concur, it can happen with seasoned buyers as well as new buyers. This event just happened to be the catalyst - the straw that broke the camels back, so to speak. And, the last thing we want to do is punish all, for the sake of a few, but?

But look, it's all sorted now. I've followed the advice of people here that I trust, who do know what they're talking about,  and I feel much better for it. The buyer, at least for the time being, has withdrawn completely. I think, and I hope I'm correct, the issue of wrong-doing has sunk in. No exchange and no refund.

The next we hear about it may be coloured red, but I'm not concerned with that now either, and that doesn't mean I don't care, because I do, a lot. But, getting things into proper perspective with the help of other sellers who are emotionally removed from the issue, gave us the 'right and proper' way forward, regardless.

It's only a very small thing in the big picture, really. I'm just pleased there are others here who understand, perhaps not so small to a reasonably new player in a very new (to us anyway) eBay environment.

It's all done Aussie - over 🙂

Melina.