Does seller refund shipping cost when item is damaged?

[northernnode]

My customer is threatening opening a case against me because I did not refund original shipping cost on her item that was broken by the USPS.

I packaged it well, but the USPS did not care for the package and marked it as visible damage upon arrival. 

Customer is demanding for FULL refund, including the shipping, while I just refunded the item amount. 

What would you do? or what should I do? 

[nobody*s_perfect]

You have to give the buyer a full refund.  You are responsible for getting the item into her hands in the same condition as described in the listing. If she files a claim for item "Not as described" then eBay's buyer protection policy (which they call the Money Back Guarantee) will force you to do so.  Giving a full refund is the only way to get a credit for the final value fee.

Here are the terms of the money back guarantee:

https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy...

[orangehound]

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@northernnode wrote:

What would you do? or what should I do? 

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In case you are wanting a second opinion, the guidance above from nobody*s_perfect is correct.

[candd205]

Agree with the above response. 

But, if you mailed it Priority Mail, you should be able to collect the insurance from the USPS. First class mail does not have insurance.

[kensgiftshop]

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@northernnode wrote:

Customer is demanding for FULL refund, including the shipping, while I just refunded the item amount. 

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If the item was damaged during shipping, the buyer gets a full refund, including shipping, if they paid it.

[7606dennis]

Yes, you are required to give the buyer a full refund of everything they paid and pay for the return shipping if you want the item back.