Returns issue

[vivo1471]

Good morning,

I have a problem with a seller - I mixed up 2 orders and sent the incorrect item to a buyer. It wasn't until they contacted me that I was aware. 
I apologised profusely and accepted responsibility for the mistake, and gave the buyer the option of a full refund and return, or I could send her out the correct item once I had it back in stock. The buyer chose a refund, so I paid for return postage and supplied that to the buyer. She now has an issue with that return postage and says she will send it by alternative means, and still expects a full refund.

My question is that now I've paid for and supplied the postage that I know won't be used, I can't cancel it and get a refund, should I still give the buyer a full refund? At least with supplying the return postage, I knew how much I was going to be out of pocket, but now I'm going to have to wait for her to supply proof of postage and pay out twice.

Feeling a little bit p*ssed off, if I'm honest, because of a simple mistake and I don't feel that I have A) a very understanding buyer, and B) any back-up/support from eBay.

Thanks in advance for any suggestions.

[023mjc · Accepted solution]

You have done the right think in supplying a postage label.  If she prefers not to use it that's up to her, but she will have to pay for alternative return shipping herself.  You cannon be expected to pay it again.

When you have the item back in your possession, by whichever means, refund all of he original payment. If she then asks for a refund of the return postage she paid you can say no.  Apart from the fact that ebay will see you paid for and sent a label (if they look), there is no way a buyer can actually claim return postage afterwards, once they've paid it themselves.

Any slight hint of awkwardness, and they go on my blocked bidder list.