Do you partial refund if buyer doesn't read?

[collectableshive]

Buyer purchased an item (Video game case + Manual, no game). Title, picture and description are clear, but they wanted a return because there's no game in it, I guess they thought I was just selling for 1/2 of market price for some reason. 

This item was free shipping, and my return policy is 30 day seller pays shipping. On paper, I'm pretty sure I can give a partial since them not being able to read is not my fault, but at the same time, the policies could make them feel like I should pay for everything even though it's 100% their fault. 

What is eBay's stance on this? Are we only supposed to recover shipping if the item has a shipping cost visible to the buyer, or if we have buyer pays shipping for return?

[titipeo]

I've seen a few of your listing and the title clearly says CASE ONLY, so at the very least you did described it, but there was no mention of it on any other place. No matter how much detail you put, there are still people that don't read and are not happy with their purchase. Has the buyer submitted a claim, if so what type of claim. In the end, here is the thing, the buyer can use eBay MBG and claim full refund, or, they can go back to their payment source and request a chargeback, which is worse since they get to keep the item and $. I will ask buyer to return for refund. Simple as that. Maybe deduct the shipping.

[collectableshive]

Should be in the description as well since I usually just copy paste title. And for picture side, if it's case + manual I will show the inside which will show no disc, if it's case only I only show the case on both sides.

Buyer already opened a return (falsely under INAD but that's another topic) and the item is in my hands already. 

[mtgraves7984]

Buyer already opened a return (falsely under INAD but that's another topic) and the item is in my hands already. 

@collectableshive 

If it was a INAD, you'll have to refund in full. (A remorse return and you could deduct shipping.) There's no way to offer a partial unless you offered Free Returns or were a TRS with your 30-Day (or better) policy. Bummer.

[collectableshive]

Yeah there's no button for it, eBay rep said to just use the deduct option but that sounded kinda.... I got the INAD removed from the account immediately since well, it's obviously as described, but the return process is still using it as if it's INAD.