love_my_things -
you may want to contact Ebay about this - I have my return policy set up on my listings as "buyer pays shipping for return" - I'm not sure, but I think this is a default setting for all listings. You might want to check it out.
Unfortunately, some people will complain if hung with a new rope, so to speak. I once had a lady that bought a collectible Shirley Temple doll from me (I hated to sell it, but times were hard). I was so excited about how high the bids were going, that I watched it until the very last second, and when it sold (for $125! Yay!), I jumped up out of my chair in my excitement...AND KNOCKED OVER MY COFFEE CUP RIGHT ONTO THE BOX THE DOLL WAS IN!!!
I was able to save the doll, but the box was stained, and despite my best efforts, could not be cleaned. (Ever try to get a coffee stain off of a box?) I e-mailed the bidder immediately and let her know, and sent her pictures of the box. She agreed to accept the doll
in a different box, with a small refund for the damaged box not being included, no problem, said she was more interested in the doll anyway. So I boxed it up and shipped it out the next day. 5 days later, was I ever shocked to get NEGATIVE FEEDBACK from this bidder, stating that "item took WAY TOO LONG to get here, not in original box as listed - very disappointed!" I sent her a "what the heck?!?" e-mail, but she never responded.
Just goes to show that you can't make everyone happy - Ebay is a HUGE marketplace - worldwide - and there will always be one bad apple in the bunch.
However, having made over $300 extra in the past month selling outgrown clothing and unneeded items from around the house, (even after fees), I'm sticking with Ebay.