Asking for refund, not opening a case, avoid paying return

[pabalu]

A customer recently bought a pair of earrings and they said it is not as described ( we still believe our description is ok) asking full refund plus the return postage for the earrings they bought. We advised the customer to open a case on eBay  inorder to get the refund , at the same time we explained them that we do not pay for the return postage (which is clearly mentioned in this listing) The customer is denying to open a case , they simply want the return posage and refund.

We are happy to refund the buyer, once we get the return. But we never did sending the return postage when it clearly mentioned buyer pays the return postage..

It looks like the customer/buyer is trying to get the refund( without pening a  case) avoid paying the return postage?

Help please 😞

MANY THANKS

[papso22]

You are a business seller and you have to pay the return postage for item not as described. You also need to upgrade your eBay account to a business one, having a shop does not do that automatically,  private sellers can have shops.

But the buyer should open a case and return the item.  Perhaps they are banned from using the money back guarantee.