New sellers- defect return question

[mouserat.depot]

New seller here dealing with my first return. I sold a new in box running shoe. The customer ran 8 miles in the shoe and said they were horrible poor quality and wanted to return them,  stating that her feet hurt after the run.  I apologized for the inconvenience and tried to educate the customer on this specific pair running shoes. This type of running shoe requires a longer break in time.  I also offered a partial return for the inconvenience.  She requested a return because the item was defective.  While she was extremely rude, suggesting that the item was fake or stolen, I remained apologetic and polite during our conversation.  I ultimately offered for different resolutions, including sending her a new pair.  It is clear that she just doesn’t want the shoes and that they are not actually defective.  I contacted eBay for advice on handling the situation because I do not want to get negative feedback and they suggested to wait for them to intervene.  EBay said that it is clear that the package arrived as described and Insisted that I would not be negatively affected by allowing eBay to intervene versus handling the return as requested by the customer.  They said that the customer would have to prove that the item was defective which seems hard to do since it is a shoe.  They insisted multiple times that everything would be handled correctly, almost making me think that they could see on there and that this customer has had these issues previously. I also saw that she left reviews for customer stating items were fake previously.  Is this a bad idea or should I just complete the return? 

[papermoneyforme]

Do not believe Ebay.

Return for refund if a case is opened.

Do nothing else.

[threshold.sales.group]

OP, if the buyer has opened an official eBay "return request", then your *only* option is to approve the request and have eBay issue a return label. If you were told anything else by c-s then the agent is giving you horrible advice that will damage your account.  If the buyer is only sending you messages then at this point, just ignore. 

[femmefan1946]

No refunds without return.

You may or may not have to pay for the return postage, but as a business your policy should be that the customer cannot have both the item and the money.

Tell her politely that when you get the sneakers back you will refund her in full.

When she asks for a partial refund, tell her politely that when you get the sneakers back you will refund her in full.

When she tells you she will leave negative feedback, tell her politely that when you get the sneakers back you will refund her in full.

When she threatens to open a dispute, tell her politely that when you get the sneakers back you will refund her in full.

This is business, not personal.

We women are taught to be nice and this works against us, particularly when we are in the right.

No refunds without return.