Seller's Rights - Buyer returned goods they have damaged then left bad feedback

Hew

I had posted out a false hair bun to a buyer on ebay one of many bought in the past few years and always received good feedback, this buyer posted the bun back in rather a mess, she had made a mess of the packaging and the bun which looks like she had tried to examine in it by pulling it about so it's not in a resaleable condition, she also sent a letter with it that explains that she thought it had a grip with it (the packaging is clear cellophane, she'd have seen no clip without unpackaging the item) she went on to say she'd tried to make one herself but couldn't get it to sit right and has now found a shop that sells the buns with the attachment and would I refund her.
It is annoying enough that I now have an unsaleble item but she has also left negative feedback which contradicts her letter (this is the first neg feedback I've ever received)
"Not good quality, dark hair over a blonde bun ring which you could see"
What are my rights as a seller and how best can I deal with this (I haven't refunded this woman yet untill I find out my rights).

battleborn

Press the report buyer button.

Or offer partial refund due to opened package but she must remove negative feedback.

If she refuses to remove feedback, dont refund her.

wealdroam

Was this a sale on ebay?
If so, perhaps your question is better asked on the ebay board.

Are you selling as a business or as a private individual?

Hew

Thanks for the prompt replies.
battleborn I have reported her but that seems as far as you can go with ebay, there seems to be no support for seller's, I shall try to negotiate with her as you have suggested and will post the response on here but I am worried ebay will remove my other items if I upset their buyer (she must be new to ebay as she only has 3 stars).
wealdroam yes it was on ebay and I am a private seller.

timbo58

this is a duplicate thread?

You have no rights as a seller I'm afraid.

Computersaysno

ebay are sh17 wrt dealing with scummy buyers.

Suck it up and move on.