Customer Return

[wlta87]

I have a customer that bought an item and is wanting to return it.  She received the item on March 31, she contacted us to say the item box was described correctly and would like to return it.  She was correct we neglected to divulge the box had a hole in it and worked worth her to return the item.   The first issue she couldn't for some return get the return function to work.  So I created a label and sent a picture of it to return.  This was sent on April 12.  Yesterday at 7:24 pm she writes and says that she can't open the label and would like me to resend it.  Life is crazy for me and she just sent another letter saying that if I do not send her a label by tomorrow that she report this to her credit card Paypal also marketplace.  I did send her another email with the label.  Am I protected at all as a seller for her lack of response if this gets escalated? I have always tried to respond right away or within 24hours.  Her the other hand we don't hear anything for days or even weeks.  We are approaching the middle of the month 45 days. If she doesn't send it by then can I refuse to return it?   

Just wondering if I have options as well.

I appreciate your input, thanks.

[mtgraves7984]

The first issue she couldn't for some return get the return function to work.

@wlta87 

Silly question, but can your buyer try again? If it'd work (as it should and does ), then the eBay label would be available.

[12345jamesstamps]

Banking Credit card disputes always over rule EBay and usually EBay will not get involved.

I got a refund this way after waiting 3 months for EBay to do something.

I guess buyer wants a free shipping label?

I thought item had to be returned for a refund with tracking? before doing anything.

Buyer should return item first before a refund.

Banking institution will ask for tracking from buyer that they returned it back to you.

Sounds like buyer is lazy.

I got my first negative feedback and I am over it even after I gave a refund.

Sometimes doing good might still get a negative feedback.

[wlta87]

I guess I could try to get them to do it again.  However, I am expecting her to say she can't open it again.  I had it sent to my email and I opened it with no issues.

[wlta87]

I will not give refund until return is received and it is in the same condition I sent it.  I sent label twice now.

[wlta87]

If she says she can't open it I will ask her to try to do the return again, if she can't do it either contact ebay for help or a family or friend to see what might be going on.