How much do I refund?

[Anonymous]

I recently sold an item and the buyer claims that it is not look like the photo. Although I have no idea what he is referring to, I agreed to send him a refund, no problem. 

The buyer wanted me to create a refund label but my shipping company, Shippo, claims that this is not an option for international shipping. So I asked the buyer if it would be ok if I gave him a refund and he could ship the item back to me. He agreed, reluctantly I think, but said not to refund yet because he would have to find out how much it would cost to ship the item back to me and he would get back to me with the amount so that I would know how much to refund.

I was going to refund him the item cost and the shipping amount for the initial shipping but it looks like he wants me to pay for the 2nd shipping amount also.

Do I pay for the 2nd shipping also? Doesn't seem right since the item that he got was exactly as described. His reason for returning was that it didn't look the same as the photo. It's a red rose miniature figurine! 

What is your advice please? Thank you.

[femmefan1946 · Accepted solution]

I was going to refund him the item cost and the shipping amount for the initial shipping but it looks like he wants me to pay for the 2nd shipping amount also.

No refund without Return.

And let him know that if he opens an actual Dispute, it will simplify things since often eBay will send the return shipping label for the appropriate postal authority and then charge you.

It's amazing how often these problems disappear when you say Return and File a Dispute.

If you get it back there are two benefits for you.

You may learn something about how your packaging let you down or how better to describe items.  You will be a better seller.

You may find there is nothing wrong with the item and be able to resell it to a more appreciative buyer.

You won't make any money on the sale, perhaps not even on the resale, but we learn something new every day.

Whether we want to or not.