How to handle return from buyer without a case started

[crystalandcompany]

Hey, I'm a fairly new seller, so I apologize if this is a "dumb" question.

A buyer messaged me yesterday saying that the bluetooth earbuds they bought didn't fit them so they wasted their money and want a refund. I do have returns accepted on my ebay account, but it also says that the buyer is to pay the return shipping. I asked them to mail the item back and I would issue a refund once I received the item, which according to them they don't know how to ship the item back to me. What should I advise them to do?  Would asking them to open a case be the best way to handle this? 

Thanks in advance!

[phcd1]

I would not have them open a case, myself. But that's me. I would tell then to return for refund, your return address is on the label they came with. Many would say have them open a return, but you run the risk of them opening the wrong type of return which will force you to pay return shipping and you would have to refund 100%. 

I assume this is for the "Emerson Bluetooth Wiress Earbuds With Built In Microphone"? Those won't be cost effective for you to pay return shipping on IMO, the buyer can pay if they want. If they do open a case, they will recieve an option to create a label right there from eBay and be billed for (assuming they open a buyers remorse return).

I would suggest they resell them myself.