ebay buyer wants refund for item not delivered by Christmas!

kenchu2000 · 2013-12-25T04:01:49.000Z

Hi, I sold an item last week where the shipping method was listed as Standard Shipping (It's FedEx Ground and Home Delivery to be exact) and it was free shipping. Today I received a message from the buyer saying she wants a full refund because she didn't receive the item today. That's fine, I have no problem doing refund. This is the first time I am dealing with return/refund on ebay, so is the buyer. I did some google search and it appears that she shouldn't be refusing the package or else she would lose the ebay buyer protection. However, if she doesn't refuse the package, that means one of us will have to cover the return shipping cost. What's the proper process for dealing with this type of return? Can some experienced ebay sellers shed some lights here? Thanks in advance.