I posted an item to a buyer. She received the package but it was empty.

[lmm2489]

I posted an item to a buyer. When she received the package it was damaged and empty. When she went to her local post office she was told it was probably damaged going through a Sorting machine. 

Not sure what to do now. I am guessing I need to refund customer.

Does the customer have to start the process by starting a dispute or do I start from my end. 

Could really do with some advice.  Thanks

[kopenhagen5 · Accepted solution]

If you are happy to refund then no need for the dispute.

Simply go into Paypal and next to the transaction select refund.

This way avoids defects and you will probably also not receive neg feedback.