Refunds

[classica2001]

 Please can someone advise. I've had a return request from a buyer that has changed their mind. I obviously have to accept returns as a business seller and understand that they pay the return postage when it's due to 'change of mind'.  However I'm unsure if I'm allowed to take off the cost of postage for sending the item from the refund?

TIA

[redwick1]

Seems you have postage on your items so the buyer paid the postage in the first place when you got paid.

[classica2001]

Thanks for your reply. Yes they paid the postage to get the item. But if they are then refunded for the postage, I'm left having paid for it?

Is that right? I'm totally confused now 🫣

[tobiasd4]

You have to refund item cost and outgoing postage, 

If you don't, buyer can escalate case and ebay will make you.

[classica2001]

Ok thank you. 
That seems harsh when they've just changed their mind, but that's what I needed to know going forward. 
Thanks 😊