Buyer can't open a return

[mcleankim]

I am a UK private seller trying to sell a few unwanted items.  I sold a camera to a person in the US via the Global Shipping program.  She has contacted me asking for a return as she says the camera has a scratch which was not mentioned in the listing and that the photos it produces are not up to standard.  I want to refund her in full and let her keep the item. 

When she tries to open a return by clcking the "Return this item" button next to the camera in the list of purchased items, she says a message pops up - "You can't open a return on eBay for this item." with a "contact seller" button.  I cannot find a way to refund her in eBay Seller Hub without there being a return request.  Refunding the item via PayPal does not seem like a good idea.

In my original listing I elected not to accept returns, however I understand that I must accept a return if the item is faulty or not as described.

I have asked the seller to contact customer services in the US.

How can I resolve this?

Thanks

[angelah1847 · Accepted solution]

Hopefully ebay cs in the US will be able to help the buyer with opening a case.

You could try cancelling the sale from your end and then issue a refund however as you won't have received the full amount that the buyer paid, they will need to contact ebay cs for a refund of the GSP element of the payment, you won't be able to do that yourself as that money went direct to ebay.