Problematic Buyer Help?

[save*time*for*randomness]

Hello,

I hope I'm posting this to the right section. I'm new here on the forums so I apologize if it's in the wrong section.

I'm dealing with a very rude and unprofessional buyer ATM.

A little backstory - The buyer won 2 auctions from me. In the description, it stated the item was single-layer. Also in the description AND "estimated time of delivery", it says that shipping is 10-15 business days (they are handmade items).

ALL of this is explained in the description and also, as soon as you open the auction it states "Please read entire description before bidding".

The items were shipped out on the 14th business day. The buyer got the items and then immediately put in 2 complaints against me for a full refund stating that the items were "thin and cheap" and "not 2 ply" and that shipping took 3 weeks.

All of this is false information. I sent the buyer exactly what was in the photos, exactly as described and exactly in the time frame stated. How is the buyer able to make false claims against me on my feedback (which is now at 99.6% and it was at 100% before all of this)?

I sent the buyer a message saying that even though they were making false claims and couldn't have enough respect to try and work it out with me first, I'd still accept the returns and asked her to send them back to me in the condition I sent them.

She responded saying she's not gonna do a **bleep** thing and she'll let eBay handle it, which I assume means she thinks she's just going to keep them AND get her refund. 

I've reported her, but I've reported problematic buyers in the past and it doesn't seem to do any good. My reports are ignored 100% of the time.

Any advice?

[bonjourami]

When she opens a not as described case, respond with a return label and refund after return. Dont ignore it..if you do, you will receive a defect.

[bargainnation]

I understand how you feel.  When I have problematic buyers (thankfully they are few and far between) and they open up a return claiming item is not as described or some other excuse so they can avoid paying postage for the return I give them a full refund if same item is returned in the condition it was sent to them. I immediately put that buyer on my block list. I don't do this for every buyer that returns an item, only those I believe are trying to run a scam or get around Ebay's policy of buyer pays for return shipping unless it falls within one of Ebay's exceptions.

These type of buyers can be discouraging but don't let it get you down. There are far more honest people (buyers and sellers) on Ebay than the few bad ones that many of us might eventually encounter.

[nobody*s_perfect]

You're right: Reporting a rude buyer accomplishes nothing, and buyers often don't read the listing carefully (if at all).

OTOH, you are selling masks that don't exist yet, that are possibly made with counterfeit ("inspired"?) fabric, with construction that does not meet the recommendations of even the most casual health professionals.  I see that you have gotten a few neutral feedback for slow shipping and/or flimsy construction.  To avoid ongoing headaches, I recommend that you revise the description to emphasize the details of measurements and construction; currently "single layer" is in your seventh paragraph and finished dimensions are in line 12.  To improve your seller status, you might consider making   your masks before you sell them, and adding a second layer of fabric.

[donsdetour]

when you are done refunding them etc. Make sure they go on your blocked bidders list.

[cityslickercreations2004]

Nobody*s_perfect summed up exactly what I was going to advise you to do.

Also, I read your descriptions. They are very long and most of the information will be lost on non-sewers and unread by most buyers.  I would reduce the wordage by approx. 75%. 

Like so many of us that practice a craft (of any kind), we tend to get too technical in our descriptions. (I plead guilty). Simple yet straight forward may serve you better.

Good luck. 

[armyairforce4]

They are also using Ralph Lauren/Polo in their title.