Refund Issue: buyer did not return item as it was sold/received

Question

I received an item sold to a buyer, agreeing to offer a refund as they did not fit. The item was NWT and listing pictures have the tags. The buyer cut off the tags and did not send them back with the item. What is recommended for a refund as the item is no longer NWT as it was sold. I have tried to get eBay to step in, but not sure if I'm requesting that correctly. I did report a problem on the refund details section.

Thank you.

wooden_flower · Answer

@fiscus32

Your only option is to issue a full refund. To be eligible to issue a partial refund, the item needed to offer free returns.

Was a return request opened? If so, and the reason was not as described (the only reason that will open a request on an item sold with no returns), you must also refund the original shipping.

If a request was opened, you do not want to ask eBay to step in - they will put a defect on your account for not resolving the issue, and will not refund your final value fees when you refund the buyer.