Online handbag seller refuses to send bag to entitled customer after they demand a refund for two past orders, leading to a dispute on the site: ‘I decided to cancel the order’

Author image for Bar Mor Hazut
Bar Mor Hazut • Senior Editor
Jan 13, 2026 5:00 PM EST

Who doesn't love online shopping?

In the past few years, you would be much more likely to find me browsing through different online stores on my phone, than at the mall or any other physical store. If I can avoid shopping outside of the comfort of my home, I would. I don't want to tire myself by walking from store to store, carrying different clothes and accessories to the fitting rooms, getting disappointed by everything, and leaving the store empty-handed. It's just not doing for me anymore.

Instead, I like sitting on my bed, pulling up my laptop, and scrolling through my favorite stores online. I can spend as long as I want building the best shopping carts ever, finding everything I want, and ordering it right to my doorstep. And if something arrived that I wasn't a fan of? A 10-minute return process gives me my money back and ensures I still have peace of mind.

When I have to return an item, I always try to be respectful and helpful to the person on the other side of the transaction. Even if the item was not what I expected, or even if it is damaged, there is no reason to make everyone's life difficult by acting entitled or making unreasonable demands.

That is not the case with the customer in the story below. It wasn't even that they were acting entitled; it simply seemed like they were trying to scam the seller. Twice, they ordered a bag, and twice they demanded a refund for their order. The first time, they agreed to return the bag before getting the refund, but the second time, they refused. This led the seller to the conclusion that this customer doesn't have the best intentions, and they decided to block them from any future purchases on the site.

Unfortunately, this didn't stop this customer from making another account and trying to order a bag for the third time. That time, however, the seller reconsized the customer's information, and canceled the order before they even sent them the bag. This was not handled well by the customer, who went on the site to complain about the seller's refusal to do any business with them.

Should the seller have given this customer a third chance, or were they correct in how they handled this situation? Scroll down for the full story.

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  • AITAH for refusing to sell a bag to a customer?

    So for context I sell preloved handbags on a selling site and have been doing this for three years.
    via Cautious_Notice4682
  • person preparing online store orders for shipping using laptop
    via ronstik

    Image is representative only and does not depict the actual subjects of the story.

  • I pick up the handbags cheap and I flip them and make money off doing so.
    via Cautious_Notice4682
  • This is my full time job. Now onto the problem, I have had several interactions with a certain customer who keeps buying bags off of me, only to turn around and complain and demand their money back.
    via Cautious_Notice4682
  • The first time this happened the bag apparently had a mark on it so I requested it be returned to me, when I received it back no mark but I had the item back so I left it and resold it successfully to someone else.
    via Cautious_Notice4682
  • This happened again with a different bag, I didn't realise at first that it was the same customer until they reported an issue with the bag.
    via Cautious_Notice4682
  • They said this bag was not the bag they had bought. So I messaged them privately asking for photos of the item they had received so I could verify if there had been a mix up.
    via Cautious_Notice4682
  • The customer refused. I then went to the customer support system on this selling site. They decided to side with me and the customer left me a negative review claiming I was difficult and a fraudulent seller.
    via Cautious_Notice4682
  • I then blocked this customer from being able to purchase my items again. It then happened a third time.
    via Cautious_Notice4682
  • This particular item was an expensive Coach bag for context so obviously I was very worried about something happening to it.
    via Cautious_Notice4682
  • When it sold and I printed the postage label I noticed the address and name was the same of the previous customer who had caused problems for me.
    via Cautious_Notice4682
  • I even went back to look at the two previous orders to verify it was the same person.
    via Cautious_Notice4682
  • I then decided to cancel the order and told the customer that I would not longer sell to them considering our last interaction and I was surprised they still wanted to buy from me.
    via Cautious_Notice4682
  • Online seller owner sitting with laptop and boxes
    via ijeab

    Image is representative only and does not depict the actual subjects of the story.

  • When I did this they went absolutely ballistic at me, calling me all sorts of names, reporting me to the selling site and ab sing me and my buisness across social media.
    via Cautious_Notice4682
  • However when I told my friends about what had happened they thought I was out of line.
    via Cautious_Notice4682
  • That I should have given the customer the benefit of the doubt and sent the item and money was money and that I bought this all on myself.
    via Cautious_Notice4682
  • So AITAH? Just a note as well my husband also resells and has had the same buyer mess around with him too.
    via Cautious_Notice4682
  • Also after posting I went back through my messages with my friends and noticed one of them wanted that bag but didn't want to pay for it so I declined.
    via Cautious_Notice4682
  • Idk maybe that is why at least one of them is being like that. Every time apart from the first has been a new account this customer has made.
    via Cautious_Notice4682
  • Naive_Personality367 NTA. Don't you think it's a little odd that your friends side with the person actively making your life harder.... makes you think who they empathise more with, right?
    via Naive_Personality367
  • Cautious_Notice4682 Original Poster's Reply Yeah it really does
    via Cautious_Notice4682
  • Skankyho1 NTA. You are protecting your business. You don't wanna keep having customers like that coming back again and again when they are just going to be causing problems like this.
    via Skankyho1
  • Cautious_Notice4682 Original Poster's Reply I have my own theory I think it's someone I know
    via Cautious_Notice4682
  • Odd_Tea4945 NTA at all. You where not out of line, you had two bad experiences with the customer, they already left a bad review so why do business with them anymore? besides, your husband also has had the same buyer messing around You didn't bought this on yourself. You already gave the buyer a second chance and it was a mess. You don't have to lose money because of your friend's opinions. Are you sure they are your friends?
    via Odd_Tea4945
  • Cautious_Notice4682 Original Poster's Reply I am questioning that
    via Cautious_Notice4682
  • BirdHerbaria Can you block the IP addresses associated with that customer on your platforms?
    via BirdHerbaria
  • Cautious_Notice4682 Original Poster's Reply I'm not sure actually I hadn't thought of that
    via Cautious_Notice4682
  • daddio8257 How about a "no returns" stipulation for this customer?
    via daddio8257
  • Cautious_Notice4682 Original Poster's Reply I can't so that cos of the rules of the selling site I sell my bags on
    via Cautious_Notice4682
  • Product-de It is good that you cancelled the order. If you blocked the customer, how were they able to purchase from you again? Did they use another account?
    via Product-de
  • Cautious_Notice4682 Original Poster's Reply Yes they keep making new accounts
    via Cautious_Notice4682
  • Ok_Doubt_331 NTA. That client sounds problematic. What if they are taking your real bags & returning a replica back to you. You just never know these days.
    via Ok_Doubt_331
  • Cautious_Notice4682 Original Poster's Reply I was more nervous they'd damage it on purpose and send it back
    via Cautious_Notice4682

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reviews customer service seller work customers online shopping entitled order business entitled people
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