REfund without goods returned

[dmaree2003]

HI,

A customer is wanting a refund on an item that has not been returned as yet, I sent a post bag back on 15/11 for her to return item but the bag has not arrived. She  has put a case in for "item not received" so Ebay is saying i need to refund, but I am not refunding because she DID receive! and until I get my item returned i dont think I should refund.  I have never had to do this before and im a bit upset about the way it has gone down. any help  or advice would be great thanks

[papermoon.lady]

Just in case your item does not have tracking (how can she claim that the item has not been received?) - show eBay your correspondence with her, and that you even sent her a bag to return the item.

[dmaree2003]

Thanks for advice. Shoes returned yesterday 🙂 She has her refund and is now on my blocked list. 🙂

[sandypebbles]

Did you upload tracking in the original sale?

Or have you added it now to the dispute so it proves delivery to the address she gave?

Was it a change of mind return or something else?

Did the post bag you sent her have a return postage label included, if required ?

[dmaree2003]

no, Yes, I offered her as replacement item as the one ordered was out of stock. Sent buyer a photo of replacement Customer was happy