On Sunday I posted some pictures of my newest babies on Instagram. A lady contacted me and I told her that I sell on Etsy. So she bought the doll from there. She said it was her first purchase on Etsy and how nervous she was. She wanted more pictures of the hair so I took more and sent them to her. I had just put her together and took pictures, and then I put her in the a box. Mailed her out on Monday and then on Wednesday got an message on Instagram how disappointed she was. And said she didn’t like her creases and she had a smell. Oh and also blue marks on her body. I told her the smell could be from the glue or new outfit. She asked if I used those wafers in there because she couldn’t cuddle her. I don’t use those because they give me headaches.
So I told her that if said doll was sent out by today then once I received her I would refund. Even though I 100% stand behind my work.
I have never had an issue since 2005. So today she messages me on Instagram and said she is opening a case with PayPal. Which is fine we can let them decide if I take her back or not. I am so afraid their will be damage. The reason I put a deadline on her was so she doesn’t sit at someone’s house. She could smoke, have bugs, or just smell. I am pretty sure she doesn’t want to pay the postage back. This customer has a you tube video and one of the dolls she bought had those wafers and how much she loved them. Also she had video on an Etsy opening of some purchases she bought a year ago. I am thinking it is buyers remorse.
So do I fight her on PayPal since my policy is that I take no returns? Or do I take the return and I will lose out on the fees for Etsy and plus postage since I combine that in the purchase price?