Regarding Customer Complaints.

[aspenella]

I just sold a pair of shoes to a buyer.

They were listed as used.

I listed that they were worn only 2-3 times which is the truth.

I did give them a clean prior to mailing as one would.

I packaged them up and mailed them off last week.

The buyer has now messged me that the shoes are broken and want a refund.

She has said the buckles are broken.
Im bewildered beacuse I noticed no such thing. They were fine when i shipped them.

What do i do now? 

[digital*ghost]

I always ask for a photo before deciding what to do, and it doesn't have to be in a "pics or it didn't happen", way. 

A very standard response from me would be to thank them for contacting me about the issue, apologies that there seems to be a quality issue, and then a request for photos of the damage so that I can know what the best resolution to offer will be (I also often need to see the fault or damage to help determine any flaws in the items I sell and/or packaging methods I use, so tend to ask if the packaging was damaged in any way on arrival), and that I will do my best to resolve the issue for them ASAP (solutions offered will vary, depending on the level of damage and whether I can still use the item, and/or how I believe the damage to have occurred. For example, too much damage to make it worth my while to resell or what-have you, refund without return - if they're still fully usable, partial refund or full refund on return). 

[aspenella]

thanks so much.

i just am wondering now on the ruling on refunding?

if i agree to refund, do they have to return the shoes first and if so, who has to pay for postage?

[harley_babes_hoard]

 If they make a claim through paypal (if they paid that way) then they will most likely be told to return them at the buyers expense. Now if they were faulty and you sent them like that, the correct thing to do would be reimburse buyer for the return postage.  yes they have to return item first.