Hi there pil63a,
It sounds to me that your buyer has already opened a dispute on this transaction. It could be possible that the item may have been damaged in transit even though they won't send you any pictures of the damaged item. If they have opened a case, you should provide as much information as possible when responding to the case so that all of the details can be taken into consideration when a final decision is being made.
I wouldn't advise that you provide them any funds towards returning the item to you as they are not working directly with you and haven't provided you with any pictures of the condition of the goods. If we ask your buyer to return the item to you, we would ask them to pay the return postage cost themselves and when we can see that you have received the goods back, we would then process a full refund on the original transaction.
You should also try contacting your postal company in order to determine if you can initiate a claim for the item arriving to the buyer in a damaged condition. If the item has been damaged in transit, you should be able to claim through your postal company for this.
I hope this helps,
David.
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