A buyer wants a refund as she did not change her address and its gone to the address given when orde

[jinglebells0_5]

I was contacted by a buyer who had not updated her current address. The parcel was posted to the address given but apparently is being returned to me. I have not received it yet.

She now wishes me to refund her and not resend it to her new address.

I was not at fault. What is the usual practice in this situation?

[davewil1964]

I would, upon return (which could be a while), refund her less ALL costs - postage, Paypal, eBay.

She shouldn't have a leg to stand on with eBay, as you can prove delivery (presumably) and failure to collect, which eBay don't cover.

[kopenhagen5]

As dave suggests but I would message the buyer explaining the options.

Resend or refund less the postage and fees that you don't get back.

[imastawka]

Keep all messages, and if she decides to neg you, get ebay to remove it by looking at the messages.

[digital*ghost]

I treat situations like this as change of mind returns - this means refund of item price only.

I'm assuming the package has tracking that indicates it's on the way back to you? 

[springyzone]

I'd do what others have suggested but I'd definitely be messaging her to explain that in a situation such as this, you can provide a refund for the item only,  and will do so once you receive it.

She may feel that now she has told you it is being returned, she is entitled to her refund right now, but you need to clearly set out the procedure.