I sold an item to a person, they changed their mind once they received it and would like to return it.  I, of course, offer returns and state my policy in my listings.

My policy is that if it is defective/wrong I of course pay the return shipping and issue a full refund.

But my policy also states that if they simply change their mind, they are responsible for shipping both ways.

Here is where the problem comes in.  I offer free shipping on all of my items, but of course, as we all know, that price is built into the selling price.

Common sense would say that I let the buyer know I will issue them a refund minus the cost it charged me to ship it to them originally.  Buyers are usually fine with this.  BUT, if I do this, I cannot open a "Cancel Transaction Request" through Ebay to cancel the transaction...please correct me if I'm wrong, but I haven't found a way to do that.

So if that is the case, I am also out the Final Value Fee.

Feedback is much appreciated!