Do I ask buyer to raise a return request before I issue a refund

[baabi]

Can anyone what the best way is to go about this, please. Sold something on buyitnow, was tested before listing, working OK. It took a while to sell. Anyway buyer just messaged saying is not working and requesting a refund + return postage, but have not open a case. I don't want to get into arguments, so will give a refund on return, however is it better to ask them to open a case? Or is it any other way?
I knew there were going to be issues as they started asking questions after the item was posted, but it is an expensive item so need to make sure I deal with it correctly. Annoying as it is the 2nd return request this week, although the first one was becomes they didn't read the description correctly! Thanks.

Tell them to open a returns request and accept the request - then you're covered

Ugh.
Was this Ebay? You're both better protected on Ebay if you follow a formal procedure for return & for refund.

Aargh...the eBay chancers - I've had one of these too. Do everything through the eBay resolution centre and that way they've got a record of everything that passes between you. And yes, I think the buyer should open the case. If you do it through eBay you should get your eBay selling fees refunded too.

The other return you mentioned where the person hadn't read the description properly, I don't think you're under any obligation to accept a return unless you've said on your listing that you will. The return postage should be at the other person's expense since it was their error, not yours.

Thank you, I thought as much. I have requested that they open a return case so we will see what happens. I have been quite lucky with buyers over the years and never had majors issues. Luckily I have the money in paypal to refund as when they started asking questions after posting I got the feeling there would be problems.

Yes, always get a buyer to open a return request as it puts off any potential scammers, and also keeps everything by the book.

You don’t get any kind of defect unless you fail to resolve the matter once the case has been opened.