Return policy. What happens if the customer does not reply to our request? Can we just deny the return process if they don’t answer?

A customer is asking for a return and reimbursement. There is nothing wrong with the product, it was not good for their situation and should have read or know better. We are offering the shipping label and letting them know it will be deducted from the refund. But since the product is so cheap it will almost cover all the item and will be left with a small refund.

We are asking if they prefer a small compensation or continue with the return process but they arent answering.

Totally not worth to get a strike over such a small item, but I don’t want to give away free stuff, which is what I should do financially, just do the refund. Mostly out of principle.

So… what happens if they don’t respond? Does that mean we have to pay for the label and send it anyway or we would be risking some kind of rating deduction? We got a perfect score right now.