Omg, I am shocked at this!

I was 99% confident that you would not have to refund this buyer. Her reason was purely change of mind, NOT that the item was not as described. She SAID that openly to you.

I don't get it.

I have had a few buyers try to get refunds from me, also as a mostly second hand clothing / shoe / bag / (new) cosmetics seller. One said she never received the item literally the DAY ebay's estimate said it was due. She did not message me and just immediately lodged a claim with ebay. I messaged her, requesting she wait until the end of the week. No response. I learnt a lesson that day as the item was small and inexpensive so I foolishly didn't use a prepaid satchel with tracking. I knew I had no case. She was highly aggressive, so I refunded. My store was quite new (though I've been on ebay as a buyer for 16 years) and I feared negative feedback. (The item, incidentally, was a butt pad to make your butt look better and rounder. lol. I pictured some rogue mailman stealing my butt and walking around wearing it!)

Then I had someone else complain an item of clothing that was "stained". She sent a photo of the red Kookai tank top literally smeared with brown. It was NOT in that hideous condition when I bought it or photographed it or posted it. MY photos clearly showed that, but she was SO angry and rude, and accused me of accusing HER of ruining the item herself (which I did not ever imply. Her guilty mind at work, I suspect, as I do believe that is exactly what she did.) Again, I refunded her as I feared negative feedback. I was annoyed.

THEN the last straw occurred. A pristine condition second hand top was sold. The buyer complained that it had a "loose thread" and demanded a full refund. Um. NO. I felt like yelling THERE IS NO THREAD, BUT IF YOU INSIST THERE IS, TRIM IT YOURSELF, FOR F'S SAKE!" Of course, I am always lovely and responded politely WITH photos that there was no thread when the garment left my possession, and even if there was, I respectfully did not believe this warranted a full refund.

Immediately she lodged an ebay claim saying the item was damaged. She never provided photos despite me requesting them. I listed in dot points my case for it not requiring a refund and received a shouted and aggressive response. I then said I was no longer willing to correspond directly with her due to her manner and would let ebay sort it out.

They decided to refund her but I did not have to pay anything. WOO HOO!!!

So YOUR case? What the hell happened!?