Help! Please help me respond to an accusation

[Former_Member]

Someone ordered a dress from me last week. She haggled me down to $15 and free shipping. She asked me were there stains on the dress. I said no and there wasn't. She has had the dress since Saturday but has sent me a message a few minutes ago saying she asked was there stains and there are stains ALL OVER! I wouldn't have sold the dress if stains was in the dress. Im so dissapointed! She also said that to me. Are you kidding! Im so PO. Sorry. Should I refund her or ask her to send it back and refund her? Im still new and dont need any negative feedback.

[Former_Member]

I calmed down and asked her to return the item for a refund. She said it would be a big hassle. I have not responded.

[AngelaFichtelJewels]

Ok. You did exactly right. You calmed down. That is the best thing to do.
Now. You offered her a full refund after she returned the dress. That is exactly right. No return. No refund. Stick to your policies. Always try and kill them with kindness. If she opens a case against you etsy will side with you. If you are worried about negative feedback, just refund the money. But not until she returns the dress. Be firm ( but nice) on that front.

Best of luck to you....

hugs,
Angela

[Former_Member]

Thank you so much for responding.

[AngelaFichtelJewels]

My pleasure.

[RealGemsShop]

1.
https://www.etsy.com/in-en/listing/630670454/natural-labradorite-hand-carved-pear?ref=shop_home_acti...
2.
https://www.etsy.com/in-en/listing/630669968/natural-labradorite-hand-carved-pear?ref=shop_home_acti...
3.
https://www.etsy.com/in-en/listing/630669464/natural-labradorite-hand-carved-pear?ref=shop_home_acti...
4.
https://www.etsy.com/in-en/listing/630668984/natural-labradorite-hand-carved-pear?ref=shop_home_acti...
5.
https://www.etsy.com/in-en/listing/630668470/natural-labradorite-hand-carved-pear?ref=shop_home_acti...