Item not defective, buyer just cannot unscrew the screw themselves

Question

so my buyer stated she cannot unscrew the screws herself, bad dexterity in her hands, but 'defective is what she chose for the return,

I have her in the message stating " no it is not defective its my hand strength is the issue.

So my question is , Do I have to refund the actual shipping cost since it is NOT defective?

wooden_flower · Answer

@southwestpickers65

Yes, on a not as described return, you must issue a full refund and pay the return shipping.

Since you are top rated, you are eligible for a small refund on the return shipping, plus eBay will remove the return from your metrics. To do this you must report the buyer for abusing the money back guarantee - do this after issuing the refund. See this page -

https://www.ebay.com/help/policies/selling-policies/seller-protections?id=4345&st=3&pos=1&query=Seller%20protections&intent=Seller%20prot&lucenceai=lucenceai&docId=HELP1267