Damaged in mail

[thisandthatvintageshop]

I shipped an item and it was damaged when the customer received it. The buyer messaged me and showed me pictures of the damage. I agree it was damaged in mail. It was a very inexpensive item and I just want to refund them. Do they need to start the process or do I just refund them the total of shipping and item?

Thank you!

[simba6]

The eBay approved way to handle that is for them to click return and open a case. They then choose damaged in shipping for the reason.  You then reply to the case with a refund.  They don't have to return it and you get your selling fees back.  No loose ends.