Buyer didn't like product, wants a full refund

[madchenmarketplace]

I sold a pair of drugstore brand mascaras to a buyer, shipped out the next day. This morning I received a message saying that "your product" made her eyelashes "look stupid."  Then another message stating she wanted a refund. I replied that I was sorry she was unhappy with the products and I would accept a return for a refund on any unused product. She said "they" were both used (remember there are 2 mascaras). I replied, okay, I'll accept a return for the unused one and issue a partial refund.

She replies that both were opened because one was for her sibling. At this point I'm very wary so I look at her feedback left and there are AT LEAST 2 dozen negatives for sellers from the past couple years. Great.

I emailed her back and said I could only accept unused product for refund. She replied that she would just have to leave me a negative review then. I asked her to clarify if she was leaving me a negative review because I wouldn't give her a refund? She replied and said no, it's because my product is trash.

I'm a reseller, I have very small margins but mostly it's just the principal of the matter. Yeah I could refund her the money (less than $20) but it's not right. I'm just waiting for the negative feedback to come...do I have any hope of removing it?

ETA: I read the few positive reviews she had left for others and they are almost all "gave me a full refund." Ugh.

[magic*moonbeams]

If most of her feedbacks left for other sellers are "gave me a full refund" then clearly this buyer is a problem, and I would, not just report, but CALL eBay and try to get a resolution.  I mean, they generally don't do a darn thing, but calling is always better than just reporting, you have a slightly better chance of getting a result.

My attitude, fine, leave me a negative.... If, as a buyer, I see a seller has negatives because the buyer doesn't like the quality of a brand new in the package item that the seller did not make themselves... that's not the seller's problem, so it's not going to stop me from buying from them.

The only negatives I care about as a buyer are:  item not received, or item arrived damaged due to poor packing job by the seller, either case as a running issue with that seller, then, no way.

You can't please everyone...

A big problem with eBay too is.... buyers want to return items they bought brand new and unopened, that they opened, used, and happened not to like. And eBay ALLOWS that shhhh...

Even during the height of the pandemic... retail stores didn't allow returns on even unopened items... but eBay did, opened, not opened... I mean, come on.

I buy make up at retail stores.. If it's an eye shadow color that doesn't look good on me that I though looked the bomb in the package, or a lipstick that just isn't my shade... that's the chance I took.  I don't try to return that stuff..

eBay needs to get a clue big time.