Why am I forced to refund or pay for return shipping when that wasn't specified in my listing?

[tomatoedpicklessales]

I had a buyer request a return on a 5 disc CD changer that stupid Fedex trashed in shipment even though it had 3 inches of foam around it. My listing was set to buyer pays return shipping, yet eBay forces me to send a label or just refund her. The return reason she gave the resolution center said damaged in shipment. I asked her to please go to fedex and either make a claim, or pay to ship it back, but because ebay was telling her to expect either a refund or a pre-paid label from me she was completely confused.
I'm relatively new at this so my question is; Should I just expect to always have to pay to ship a return regardless of the boxes I check and statements I make in the listing?

[outdatedrecreated]

Those who have this attitude are not sellers. They are people who are too lazy to do a garage sale and think that standard applies to online shopping. Those of us who do this full time and are successful at it love and hate people like this. I hate it because it gives certain buyers a perception that all sellers are like that. I love it because it's not hard to compete with people that crazy. 

[tomatoedpicklessales]

That's what I ended up doing, and I put alot of foam around that thing for sure. Just amazes me that with all that packaging it still got crushed -- and I used to work for Fedex at their Indy hub years ago, so I know what these packages go through.