I have an idea of what happened. All those cute pictures on Ebay persuaded her that she really wanted Maddie. I saw the one picture on here and I thought she was cute but I didn’t think about bidding for her. When I looked at the auction I was smitten and now I’m deciding about whether to raise my bid. (I tied at the $250)
Someone could be very disappointed if you removed the auction (provided it is possible). Since you only have a score of 16 you need to protect your reputation - so it needs to go to completion. If you get more that you would have on your custom then that is for your extra work and STRESS.
I hope the $500 paid for the custom is nonrefundable. Was more due and now she is trying to get her for less money than the deal she made with you originally. That doesn’t seem fair for you.
I hope she goes to $1000!
P.S. - If you can raise your reserve - do it. I know you said it was $399, but I think it is fair to raise it. Opps I just looked and you posted the question and answer about the reserve so that changes things.