How to handle this ebay refund

se2020

I had a multiple quantity BIN listing with free postage.
A buyer made a best offer for a quantity of 4 identical items which I accepted. 

The buyer has now sent me a message saying they have opened one of the items, doesn't like it and wants to return the other 3 unopened ones for a refund.
They have asked for a returns lable.

They have messaged me rather than open a case.
One thing worth pointing out is ebay does not currently show the item as delivered (although the carriers website does) so I'm wondering if they have not even been offered the option to return the item?
This was a private sale and the listing does have returns not accepted.

I am prepared to take the items back as I can resell them easily enough but I would rather not pay for the return postage.
I'm also unsure how much to refund.
The items were 4x £50
I paid £22 for the carrier so from my point of view I should refund £133.50 although I am guessing the buyer will be expecting £150 back.

If I just go for the easy option and pay for the return postage and the £150 how do I go about sending a lable to the buyer?
Should I just tell them to open a dispute or will that affect my ratings?

KxMx

If you are a private seller and don't accept returns, it's up to you really as you are under no obligation for what is essentially a change of mind request. 

I certainly wouldn't be paying return postage, if the buyer asked nicely I would offer a return only on the basis that they pay for return postage.

Try a read of this for advice:
https://www.ebay.co.uk/help/selling/managing-returns-refunds/handle-return-request-seller?id=4115 

theonlywayisup

I agree, they should be paying the return postage.

Re the original postage...how much of that £22 carrier charge would have applied if just one item was sent?  If it would have been £22 for one item, then they should still be paying that for the one item they are keeping. 

se2020

theonlywayisup said:

I agree, they should be paying the return postage.

Re the original postage...how much of that £22 carrier charge would have applied if just one item was sent?  If it would have been £22 for one item, then they should still be paying that for the one item they are keeping. 

It would have been £16.80 for one item. 
The extra was for added insurance to cover the extra value of 3 more items but there was no extra cost for the increased weight.

the_lunatic_is_in_my_head

Bit of a mess, personally I would say return all 4 safely packaged up as sent to them and then refund the buyer in full. Regarding the label say sorry but private seller with no returns on the listing so although you are happy to agree on this occasion to a return there's no obligation to provide a label. 

If they open a SNAD for a free return the fact you've done what eBay expect and said return all for a full refund is likely to be in your favour where as if you start making deals about return 3 and not refunding out going P&P (or only part of it) CS may be less likely to help (despite you being in the right).

The question is would the buyer return 3, not be happy with not getting their outgoing P&P back and then open a SNAD, they appear to be honest by keeping the one they've opened, but maybe they do like it but only want one, plus asking for change of mind returns from private sellers with no returns on the listing is poor etiquette IMHO which may say something about the buyer's integrity. 

KxMx

OP has ebay messages saying the buyer doesn't like the item. 
If the buyer then went on to open a SNAD that is something to defend it with.