Do you mean you provided a postage label but also refunded the buyer?
You should never refund until you have the items back. The agent's advice was correct, but you should have provided the label only, not returned the payment to the buyer.
The buyer now has no reason to return the shoes and, because you have refunded them, the postage label will be voided and won't work.
I am afraid you have lost your money and you won't get anything back from the buyer.
"There are two ways to be fooled. One is to believe what isn't true; the other is to refuse to believe what is true.”
Søren Kierkegaard, Danish philosopher (1813 - 1855)
