do you refund postage ?

[WereOffToSeeTheWizard]

Sold an item, buyer says it's broken.
I've asked them to return it but they told me they've thrown it away.

So shall I...
refund the item amount.
refund item amount + postage.
neither since she won't return it.
Not sure who is in the right.
I have 100% feedback so don't really want to spoil that.

the rule is they return and you refund full amount paid. If they open a dispute they will be instructed to return it and if they don't the dispute won't find in their favour.
If you believe you will protect your FB by refunding then the refund is the full amount they paid.
I would be tempted to ask again for them to return it, and until they do not issue a refund. If they leave neg FB calmly reply to it with - offered refund upon return but buyer declined offer

Thanks I think I'll ask her again to return.
She was so rude on the emails, if she'd been nice I would have probably refunded.

I would absolutely NOT refund an item just because the buyer said it was broken. I would require either the item to be returned, or at the very least a clear photograph of the damage.

Ok I've told her I cannot refund until I have the item back and she has left me negative feedback.
Is it possible to get this removed, I know she won't remove it as she's pretty angry.

has she broke any rules in what she has put in the fb?
if not you could try live help and explain - they can look into it. If she has done this kind of thing before it will go against her - what does her other fb look like?...feedback left for others.

I wouldn't refund if they said they'd thrown it away.

Try and get it removed but if you can't then reply to the feedback saying that you would have given a full refund if she'd returned it but as she says she's thrown it away, you have no proof.

Also you have to leave positive feedback if you want to put a comment on hers which is a pain.