Return request initiated from international buyer

[from*a*century*past]

Help!! I recently sold an expensive piece of jewellery to a buyer in the US and now they have initiated a buyer return request stating the item was damaged when received. They have sent photos of what looks like the chain was snapped (they state it's unfixable). How this happened I have no idea (item was in perfect condition and sent in its padded velvet box bubble wrapped and then packed and padded in another box). This is besides the point, as per eBay returns policy, I am obliged to refund their money.

My problem is creating the return postage label and sending to buyer. If this was a cheap piece of **bleep** I would let them have it, but it's not and it is also VERY "fixable", so I want it back.
How do I create the label then send to buyer, why can't I create one through eBay, it would be so much simpler.
Any help would be greatly appreciated as I'm on a timeline to fix this mess up. I will not be selling overseas again, lesson learned.

[domino-710]

OMG.

I'm not buying it - those jewelery boxes travel the world.

And edited to say - that would be totally fixable - which I would do - because it's lovely.

[twyngwyn]

The links in the extender chain are not the same as yours!!

[twyngwyn]

......and her chain (lhs) seems to have a lot of missing links

[imastawka]

OMG!!!!    Twynnie's right!!!

DO NOT REFUND. 

Point out this huge difference in the case.

I also thought the boxes were different - shades and condition e.g.

[twyngwyn]

contact Swarovski and have them confirm which item is legitimate

Contact Us | Swarovski AU

[domino-710]

OK Sherlock - well done.

Agree.

Very Blue for the box.

To say nothing of the chain.

Very Black for the box.

And the chain is different.

[frans_plants]

You are not obliged to refund the buyer until they return the item. Even if they argue that ACCC regulations do not apply as they are in the US, that's not true, as they purchased an item from Australia.

If they make things difficult and do not cooperate with your attempts to comply with eBay and ACCC regulations to provide them with a return postage label, elevate your complaint with eBay.

If you provide them with a return postage label, and lodge it with eBay, you will not be required to refund the buyer if you do not receive the item. Ensure the return postage method has tracking so you can prove whether or not it does actually get back to you.

If they do return the item, and depending on what information you have, it is also possible they have breached eBay's rules by not returning the item in the condition they received it, but that's difficult as it's your word against theirs. It's also possible (but I doubt it) that the item genuinely was damaged during shipping, in which case it's always the risk when selling online.

[imastawka]

Judging by the photograph supplied by the buyer, it's not the same item.

So, no refund, and no postage label can be issued for USA return anyway.

[domino-710]

I honestly tried to make sense of that lot.

Lost me.

[sandypebbles]

So, the OP is supposed to provide a return label to a buyer overseas who has already been proven to be a liar and a scammer, in the hope that the said lair/scammer is going to send back the real item the OP actually sent to them, and not the broken substitute they are claiming is what they received?