Offer not sent by me

[valentinebaby_kiss]

I was selling some brand new boxed sandals on ’buy it now’ format. 
An interested buyer messaged me and asked me a question and there was a ‘send offer’ button. I replied to the question but didn’t press the send offer button. 
She then asked another question which I answered. She then messaged again asking if I’d accept £20 instead of £25 and I politely declined.  Next thing I know, I’d made the sale but it went through at £20. I hadn’t agreed to it but wth, they were sold and I took it on the chin thinking I’d done something wrong. 
Sent the sandals. Next thing I know, she’s demanding a refund with a long ridiculous list of faults and photos to ‘back it up’ showing glue all over the shoes. They were brand new and in perfect condition when they left me and what’s more, I had loads of photos backing that up!

It went through eBay and they refunded her but found me not at fault so they didn’t deduct from my account and she sent me a nasty message. 
She’s left me negative feedback saying I was abusive to her which I’m gutted about as I’ve never received it before. I’m not a business, I just sell quality clothing and shoes that I’ve never worn or only worn once and for that reason I don’t offer returns. I list everything accurately and would never sell anything with faults. 
I just feel something else is at play here. Anyone have any advice or come across similar?

[john1297576 · Accepted solution]

It is unwise to have no returns as if buyer changes their mind, then they invent a reason for return that you cannot refuse.

No returns does not prevent a Not as described case being opened and seller is obliged to supply a return label and refund in full.

I do not know why ebay refunded, as they do not usually investigate claims, but just accept the buyer’s word.  Could be of course that original sale was an Ebay error.

[jckl1957]

If Ebay found you were not at fault, you could possibly appeal the feedback and ask them to remove it.

However, my advice would be to not leave a reply to feedback like that - it just looks like a bit of 'tit for tat' between you and the buyer and actually makes you look bad,

You also left negative comments for the buyer which breaks Ebay feedback rules.

You can only leave positive feedback for buyers, which means only positive comments.

Your comments to the buyer border on being libellous as you call her a scammer and suggest that the shoes were purposely damaged in order to get a return.

[valentinebaby_kiss]

I get your point but I was so upset. She did damage the shoes herself, I have proof of that.   It’s only libel if it can’t be proved.  Why shouldn’t I defend myself? The glue that she put on them could easily be picked off so I’ve no doubt, from the items she sells, they will be put up for sale at some point. 
Having never left or received negative feedback, I wasn’t aware of that rule and it seems very unfair. Oh well you live and learn and it appears I’ve bumped her her positive score up so it’s win-win for her. 

[valentinebaby_kiss]

I get returns being advantageous if you are a business but I’m not and it would cost too much if everyone just changed their mind. 
When I’ve bought stuff I’ve not liked, I’ve subsequently sold on. 
She asked some strange questions but I answered them, even the photos on the listing don’t match what she posted. 
Maybe it was an error with eBay, who knows but thanks for your reply.