If the buyers is returning an item because they changed their mind about it then, so long as you specify it in your policies, they have to pay the return shipping costs. If the item is defective or not as described then you would need to pay the return shipping costs (if you want it back). In that case then you can either send them a separate payment via paypal (you can’t refund more than the original order amount and you would need to process the refund via which ever means they pay (ie paypal or stripe)) or it should be possible to generate a psotage label for them using Royal Mail’s click and drop system - you would generate (and pay for) the label then email them the pdf to print out and attach to the parcel. This second option gives you more control over how it is sent if you want it insured or similar.
Sasha (waving from somewhere else in Cambridge)
