well I just got my first negative in my feedback on etsy. I knew it would happen eventually but still it sucks lol. Luckily my rating is still at 100% because I have over 1500 feedbacks and only this one was negative. So someone in another country ordered something from my shop. They asked if it was sterling silver, I said yes because it is. the beads are very expensive and I make little off of this item (why I even bother with it I don't know) After 10 days they emailed me wondering where the item was... why wasn't it there yet. I told them it was on it's way but it takes time to ship overseas. Heck I had one package that took 4 WEEKS to British Columbia lol. not to mention at least two of those days were weekend days. so anyway I assured her it was on it's way. well I guess she received it and she sent me this FLAMING email about how it was hideous and it was made of plastic blah blah blah. she was flying off the handle. Now I pride myself on being able to turn a bad situation with a customer around so that everything ends on a happy note. BUT sometimes there will be people who just don't want to be reasonable. I told them that I was sorry they weren't happy with the item and that I would be happy to refund their money and to return the item to *enter my address here*. She fired back another email ranting about how she wasn't going to send the item back because she didn't want to deal with shipping and she shouldn't have to send it back and pay for an item she doesn't like. yeah well I may have been born at night but it wasn't last night. I told them that as soon as I receive the bracelet they will receive their refund in full. Now they put a hold on the funds through paypal. So I escalated it to a claim and gave them all the info I had. Told them I could give them copies of the emails between the customer and I, the link to my store policies where it says that items need to be returned for refund and the receipt for the beads that were used to make the bracelet showing that they are not plastic. I told them that I informed the customer that they would receive a full refund when the item is returned but they are choosing to keep the item OY VEY. I'm sure I could have handled it better but I am getting the feeling that they are just trying to take advantage of me or pull a fast one and I don't really like that LOL.