Buyer informed me they will be returning the item, despite having it advertised as non-returnable | Selling

rory-893680 · 2026-06-18T12:11:18.730512Z

Hi guys,I just got a message from the buyer saying she is not happy with the delivered order, as the item was ''loose'' in the box and had some stains on the back.It is a doll and I always put the highest attention to pack them carefully, so that the item is secure and stable in the box. I am always praised for that in all feedback.I apologized profusely and asked for a photo and photo of the stain, which was quite surprising, as I have not seen any stain on the doll when shipping it, and the box was new and clean, straight from the post office. (It was a nearly new doll from my collection sold as ''used'')I got no photos, as the buyer said she ''cleaned the stains from the doll's leg and fixed her hair'',but still very unhappy.I tried to compensate her saying I offer a free shipping on any new order, or 20% discount on the shipping cost of the existing one. No possibility to please the buyer, though, I got a very rude answer, that she does it for a very long time, how dear I offer free shipping on any new order, and she wants to return the doll.I have no idea what to answer, as the item is marked as non-returnable.However, as these dolls are expensive (200 USD), I still want to get her back, if Ebay will ask me to refund the unhappy client, as I understand in this case,despite lack of photos, Ebay always sides with the buyer.However, I'm thinking: how will I be sure, that she shipped the doll back? It's completely up to her to provide tracking. She can always keep the doll and say, that she shipped it.This is also an international shipping, no idea how much I will have to pay for that , in addition to reimbursement for the doll cancellation from her side (if it ever arrives in my country).I feel this is not the first time this buyer does it. I start to think there is no sense to sell internationally on Ebay, but better just within the EU.Question to experienced sellers in here (as I only sell my collection, I'm not a seasoned seller), how would you handle this case and reply to the buyer?Would you report this to Ebay? Does Ebay ever side with the seller, if photos are not available to prove buyer's point?Anyway, she could even now stain the doll and mess her hair and take the photos...I'll appreciate any insights

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Buyer informed me they will be returning the item, despite having it advertised as non-returnable | Selling | eBay Community