Damaged Goods Insurance?

[orya-jac]

I sold a working MacBook Air LCD and packaged it to the nines with protective wrap and sent it off to the highest bidder. Now the soul who received it claims it’s not working and is demanding a refund in some of the worst English I’ve ever seen. I shipped it via usps with a label purchased directly from eBay. What are my options here? I don’t want my account marred, I’d like the buyer happy, but also sent a working item and would like to have its value. Can’t even find the phone number for eBay support or a way to contact a human working for eBay for help. Any ideas or suggestions? 

[comics-scifi-collectibles]

@orya-jac. Have the buyer take a picture of the item the package and the packaging materials. Ask them to send you all of the pictures  so can file a insurance claim,  if it was fully insured.  

The insurance is for the seller,  the buyer is covered by the eBay Money Back Guarantee. 

So you have to refund buyer without a return  of the Mac book if you are filing a insurance claim. The buyer doesn't wait for the insurance payout if any. 

Or you tell the buyer to file a refund request and pay return shipping,  hopefully get your MacBook back and then refund the buyer.