Buyer claimsItem was broken when it was received and is asking for a refund

Question

Buyer claims Item was broken when it was received and is asking for a full refund. I state that i do not accept returns and ther was no insurance purchased with shipping on the package. What should I do?

lady_madonna · Answer

@Anonymous

Ebay has a Money Back Guarantee for buyers which overrides your "No returns" policy, so you will need to approve the return request and provide a prepaid return shipping label or issue a refund without the buyer returning the item. When you receive the returned item, issue the refund.

If you do not cooperate, then the buyer can ask Ebay to step in to help them, and Ebay will issue the refund from your account and let the buyer keep the item.

Please read this about how sellers handle return requests:

https://www.ebay.com/help/selling/managing-returns-refunds/handle-return-request-seller?id=4115