Buyer admits to breaking the item and now wants to return for refund

Question

Buyer received a new item (watch) which I stated in the listing that it needed a replacement battery. Buyer got item and broke it while trying to replace the battery. They admit to breaking it. They now want to return for full refund and is upset that I won't accept the return. They filed with ebay saying item was defective. Do I need to refund?

disneyshopper · Answer

To contact Ebay Customer Service, use this link and click on "Have us call you" or "Chat with us":

https://www.ebay.com/help/eua?id=5275&mkevt=1&mkpid

Customer Service is open 5:00am to 9:30pm Pacific time.

Direct the CSR to the buyer's message where she stated she broke the watch.