What can I do if a returned item is damaged buyer?
Summary: makshum-95, a new seller, is facing an issue with a refund where a buyer returned a damaged item with something missing. They are unsure how to appeal the situation since the refund process did not provide options to explain or submit evidence. bonanza125 advises that the only way to contact live support is through requesting a callback via chat, as there is no direct phone line. They caution that not issuing a full refund could lead to a negative mark on the seller's account, and suggest reporting the issue to an agent while noting that appeals can be slow and uncertain.
Hi everyone, I'm a new seller and sometimes new things happen with refunds. A buyer refunded my item, but it was damaged and something missing
(he dropped thermal paste in the motherboard socket, and I have video when I unpack delivery).
So, the problem is, how can I appeal this situation? When I reported a problem in the refund section, I chose an option from the listing (there was no description section, no option to add a photo), and the next step was to pay a full refund... Is this not okay?I'm trying to connect to live support (like chat or email), but this isn't possible, only phone calls.
Can somebody tell me what I can do to fix this situation? It's the first time this has happened to me.
whattheactualfox
·Aug 10, 2026 at 7:54 AMHi makshum-95
It sounds like your buyer initiated a return as Item Not As Described. It is usually known as INAD (https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210)
Piggybacking on Bonanaza125's comment too, you can report the buyer too. Per ebay's buyer reporting policy
Source:(https://www.ebay.com/help/selling/resolving-buyer-issues/reporting-issue-buyer?id=4084)
When to report a buyer
You should only report a buyer if you think they’re violating our policies. Here are a few examples of when to report a buyer:
The buyer is demanding something that wasn’t offered in the original listing
You believe the buyer is making a false claim
You believe the buyer is misusing the eBay Money Back Guarantee or the returns system
They’ve asked you to complete a sale off eBay
They’re abusing the bid retraction process, repeatedly bidding and then retracting bids
They’re messaging you more than what would be considered normal, with no intention of buying the item
bonanza125
·1 month agoAs far as live support the only way to get a live agent is through chatbox and having the agent call you by requesting a call back. There is no direct phone number to Ebay. Unfortunately things like this happen. You can report the situation to the agent but beware if you don't issue a full refund manually the system will ding you under closed case without resolution which stays on for a full year. Even with appeal it takes awhile with no guarantee. I would definitely try to report it first.