Request for Refund from Buyer

[neebpike]

Hi there 

I sold a china mug on ebay with no defects - the buyer has told me that it is damaged and that she thinks it was damaged before sending, due to the darkness of the crack.  I woud never have tried to sell it damaged.  I do question whether this is the same item.  She has sent me photos but I think this is a different mug - she is requesting a full refund. The damage photo (1) shows the label has been lifted and the advert photos (2/3) dont show any evidence of an 'old' crack,  as I say I would never have sold, let alone sent!!  I have zoomed into my advert photos (to check I didnt miss it and theres nothing)  I think this is a different mug - she is requesting a full refund.  Any ideas what I should do would be gratefully received?  Photos below

DamagedAdvert photoAdvert photo

[plpmr]

Adding to the advice already given -

the 'advert' photos are lighter than the 'damaged' photo and the 'damaged' photo is of the opposite side to the 'advert' photo.

[redwick1]

I am inclined to agree with you looking at those photos.

Unfortunately ebay will go with the buyer if they open a not as described dispute.

You would have to send a pre paid label for the return and refund in full once you have it back.

You could try reporting when you get the item back but ebay usually say that they dont see the item.

[john1297576]

Buyer MUST open a Not As Described case if she wants to return for a refund. When she does you supply a Return Label and on return refund.

Failure to do this properly and you will not get the selling fee refunded but will get a defect. 

Ebay never see "Before" or "after", so you will lose if you don't deal with this yourself. Once completed you can report the buyer for abuse of the return process if appropriate, but if so she is going to a lot of trouble for a comparatively small amount.