Many thanks for your response. She's messaged me via eBay since I posted this, saying that she's been told to return it for a refund but that she's not happy to do so. She's said she's not happy as I accused her of breaking it at the start (I didn't quite say it like that at all!!! I asked if it could have been damaged when being removed as I was so shocked that it was broken, I never accused her in that way - I was just trying to work out how it happened when she and me both know it was well packaged and the outside was undamaged etc). She's said she's not happy to pay to send it back, and that I may not refund her (I would, I'm a good seller - I would never not refund!!), and that instead she'd keep it, leave the dispute on here open and leave me negative feedback. I politely replied and said it was standard policy for the seller to issue a refund when the item was returned and I wasn't sure what else she wanted me to do to rectify it? She never responded but instead I had an email from PayPal saying she'd logged a tracking number and that I was to wait for it to return. She then left negative feedback on eBay. I'm not sure if she's sending back, who knows? But I have to say, it's all seemed not right from the start. She said she was really upset as she bought it for a present for someone, but I can see she sells a lot of collectable items on eBay......I just have this horrible feeling that she already had the same doll and was trying to pass her broken one off as mine. Then when she thought she'd have to send it back, panicked - as I may have figured it out when she returned it..... Anyways, what a truly unpleasant experience. I was going to refund so negative feedback is really harsh as I had 100% positive and well over 1000 too 😞 Ebay cannot remove it either - oh well, you live and learn eh!
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