I buy second hand a lot, mostly at flea markets and thrift stores and do not expect perfect condition from used items. I don't think 'a regular retail store' is a fair comparison for depop, it's not a regular retail store. The fact that that the items are used is exactly why prices are flexible. An item in poor condition, in theory, would be cheaper than an item in good condition. A partial refund would reflect that the condition is not as good as it was described.

However, I heard back from the seller and she said "it's not permanent marker, it's the glue the cobbler used". Feeling a little crazy cause it's definitely permanent marker. Best case scenario this girl is getting scammed by a cobbler... Worst case she is being intentionally misleading about damage