Buyer now wants to do a return after trying a scam and leaving negative feedback

[pinkhusky68]

Hello 

Looking for advice. I sold a brand new set of cleaning products at a low price. I am not a business just a private seller and had never used the kit.  The buyer claims the lid was off one bottle and this was the only product from the kit she wanted. I apologised and asked if the bottle was damaged. They buyer asked me to send her another one or buy her another bottle at a more expensive price. I offered a full refund on return of the kit, or a partial refund for that one bottle. Buyer did not respond and left negative feedback.  I have reported them as a potential scam and sent a feedback revision request. Buyer has contacted me today for my address as she now wants the refund. What do I do?

thanks in advance 

[plum993]

The correct way is for the buyer to open a return request with to send all the items back for a refund.You have to supply a prepaid label if they cite items not as described

3 days after getting the items back you refund in full.

[pinkhusky68]

Thank you.

Can they still request a refund if they have left negative feedback saying I didn’t respond when I responded immediately and offered a refund?

what would happen if the items come back in poor or used condition? 
Thanks