Difficulties with return

[thewiveskitchen1951]

Hello. I'd like to ask a question about returns. I've had a message from a buyer as follows - "Just received my parcel thanks of it is too big can I send it back and get a refund please as I'm autistic and didn't know my size and I'm also on benifits and it's costed me a lot of money I'm very sorry for any inconvenience for you to send the parcel to me" (copied and pasted) . I do accept returns regardless of reason, however the buyer is reluctant to open a return case. She is saying she didn't pay with Paypal but with a debit card and that the return case needs her to pay for a label with Paypal. She is insisting on sending the item back without opening a case now but I'd prefer a case to be opened to keep everything correct for both our sakes. Am I being a bit picky? I'm not used to conflict over returns in this way. Thank you

[thewiveskitchen1951]

Thank you redwick1, I feel reassured by your response. I am worried that the buyer just 'sends it anyway'. Ho hum, we'll see!

[redwick1]

If they do send it then there is no way they can force you to refund. Just insist they open the return request.

[redwick1 · Accepted solution]

You are not being picky

All problems are done through the resolution centre at the bottom of the page

You need to refund through the dispute once you get the item back so that you get your fees back

They need to send a returns request for you to agree to.