Buyer purchased wrong item, now wants original amount back (item + shipping cost)

[shezi]

Hello

A buyer purchased from an item (item cost about 60 USD + shipping cost about 30 USD = total 90 USD).

After I sent the item to the buyer, the buyer sent me a message and told me the purchase was a mistake and he wants to cancel it. I told him that I already sent the item. But I also told him as soons as he receives the item, he can return it to me and I will give him the refund.

Now the buyer has received the item, but he wants that I also refund him the shipping cost of 30 USD.
The buyer also started on Paypal a claim stating "Item Not as described" and wants back the original amount of the purchase. So the value of the item plus the shipping cost.

What should I do? I'm ready to refund him the value of the item (60 USD). But I don't think I have to refund him the shipping cost of 30 USD too, as it's a mistake of the buyer.

What do you think I can do?

[minty1]

Hi shezi

Since a case as been opened you will have to give the buyer a full refund(cost + shipping costs) upon receipt of the item, thats how paypal work

I hope you stated on the case the buyer said it was purchased in error? and it was as described

Is it a private sale or Ebay sale?

[shezi]

It was an Ebay sale. I haven't replied to the Paypal claim yet but the options to choose there aren't very satisfying for me. Also there isn't an option to send a message to Paypal.

I can only choose one of these options:

Issue the buyer a refund for the disputed amount of $86.90 USD. The buyer can keep the item(s).
Issue the buyer a refund for the disputed amount of $86.90 USD. The buyer must return the item(s).
Offer the buyer a partial refund in an attempt to close this claim.
Provide proof that the buyer has already been refunded.
Disagree with claim. I would like to provide additional information.

Is there maybe any way to show Paypal the Ebay messages that the buyer sent me? So maybe Paypal could understand this matter better.

[minty1]

Since its been escalated to a claim unfortunately you cant add anything else now

I think your option is now is to refund upon receipt of the item

The buyer obviously changed their mind they will have to foot the return costs unless you're a business seller

Personally I would block them on your blocked bidders list to stop them wasting your time again

[profdata]

What did the buyer say was wrong with the item.

[shezi]

Thank you for your advice minty1.

profdata, for a reason on the Paypal claim site, the buyer said "different model".

But I sent him the correct item. The buyer just changed his mind after I sent him the item.
Now he wants to return the item and I should refund him the value of the item (which is okay for me) plus the shipping cost that he paid on the purchase(which I think it's not correct as it is his fault).

Well yeah, seems there isn't much I can do about it.

[minty1]

Welcome all the best with it