Return of item damaged in shipping

[cosmosticon]

The buyer contacted me before she received the item, but after shipping stating that she wanted verification she was going to receive two mirrors. Part of the listing read “Lot 2 EUC” which was something on the box. My pictures clearly showed one mirror and I offered to give back her $5 bid if she returned the item to me. She made a complaint to eBay and left negative feedback. Next she said the item hadn’t arrived so I gave eBay the tracking information and it showed up a few days later. Now she claims it was received broken and wants a full refund. Is this legit? Shouldn’t she have to make a claim at the post office since it was insured under their terms?

[mam98031 · Accepted solution]

If I were the buyer, I would have thought I was getting 2 mirrors.  It is what Lot of 2 means on Ebay.  Your wording was only slightly different and I think it is what caused the confusion.  So you need to understand this so it doesn't happen again.

The buyer has already given you a negative feedback that you can't get removed.  

I wouldn't concern myself with refunding the buyer unless they contacted me again.  Then because it really was a badly worded listing, you might just want to refund them as it is going to cost you more to have them return the item to you.