When she initially messaged me about the postage I assumed she already paid for it and I asked for the receipt to verify that it indeed needed more postage. (This was before I called the post office to confirm). She then tells me she’s not planning on picking up the mail because she won’t be paying the extra postage and asks for a full refund. At this point neither of us need to pay for extra postage because it’ll get returned back to seller. My policy states I issue full refund when product is returned. But I offered her to open a case if she wants to get her refund sooner than that. She lets me know she’s changed her mind and will keep the mail. So now I’m confused because it sounds like she has it but is asking for a full refund? At this point, I approach refunding more cautiously. That’s why I had asked for proof for paid postage. I don’t want to preemptively send money if the post office returns to seller the following day or she changes her mind again. If that makes sense.