Return with broken item

[ktsjewelry]

Hi, I sold a new pair of earrings with good condition, but buyer said it was broken and need a refund. I think it's impossible broken during shipping, because buyer took a picture, and it showed the box was in good shape except the earring inside was broken.

We told her we accept return with restocking fee 10%, and she agreed. But the reason she put were "Doesn't work or defective", so ebay required me to refund a full amount and pay for shipping too. What should I do? 

Thank for any advice.

Best,

sam

[buyselljack2016]

you should accept the return, and do the refund when the item arrives.

if you do not, and eBay has to step in you may lose the item, and the money as well as get a defect for an unresolved case

[imakesugar]

Earrings with posts should be shipped with Styrofoam. The posts should be pinned in the styrofoam and cover the pins from front to back. Then put that in a ziplock bag and cover it with about three layers of bubble wrap. If the posts are NOT protected in this way the posts bend and then when they are bent back they break.