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.

[1956glyn]

Hello,

To be honest the Buyer is being understanding because they could have immediately opened a case against you for item not as described.   They could have negged you too 😞

You do not say why the Buyer has an issue with the postage you sent them and why they want to return the item by another means...but any return postage should be by a tracked and signed for service.

Deep breath (we all make mistakes) just try and keep the Buyer on board and sort it out the best you can and as soon as you can.