refund and postage questions

[geologygirl]

I sold an item on ebay and buyer is saying that its damaged. I don't believe it was damaged but it's not like I can prove it if she raises a case...

If I refund...what happens to the money I've paid to send it? Can I keep that and refund the rest? What is the norm?

No you can't keep it. First they need to return it, then you have to refund them in full, and if the item damage is your fault you should really refund their return costs too.

Yes you should ask them to return the item and then issue a refund on receipt which would include their original postage.
I have had the odd case of an item damaged in transit and on those occasions I also refund the return postage costs.
I have been happy in such cases to accept a photo as proof rather than a return of the item especially if it's a low value item.
However, I have also come across quite a few buyers who have claimed an item has been damaged but have then refused to return the item or provide any proof by way of photos. Funny that those ones never materialise into a case but I don't lose sleep over them.
I had one last week who was adamant her item was damaged but her camera wasn't working and she couldn't possibly get to a post office within the next month or so in order to return it to me
Having said that though, my experience is that the vast majority of people are honest and if they are genuine they will provide proof to a seller. It's annoying when things do get damaged through the post but unfortunately it can happen.

Ok thanks for that! I have refunded the full amount and the item is on its way back to me (tracked). Its such a shame if it was damaged in transit...looks like it will be going straight in the bin I suppose!

Can't you make a claim to whoever you used to send the item - after all, if it wasn't damaged when you sent it then they are responsible!