How often do you get returns for change of mind ? If it is rare, I would just give them their money back ( post one way and item cost ) and add them to my BBL if they are being unreasonable. I know you should not be out of pocket on postage one way, but you get the occasional odd transaction on ebay. If you start stressing too much, it makes it impossible to front up to the computer the next day. I get maybe one change of mind / item did not suit question in around two hundred sales. I only add them to my BBL. them if they are unreasonable about it all and sometimes the buyer goes on to be a reliable repeat customer. I find rolling with the punches a bit goes a long way to keeping me sane. I have a margin built into profit of every item sold to cover claims of all sorts and just pay out on the rare occasions something goes wrong. The only time I get really nasty is when some-one delibrately tries to "rip me off" or is overly rude and aggressive from the start. This only happens once in maybe 1000 transactions, then its NO MORE MISTER NICE GUY !!!!!