Help with a customer that has gone to Ebay for a money back when I sent him the partial we agreed on

[tashay]

I sold action figures to someone in NY, This customer bought 2 High dollar different items, shipped separately, the customer contacted me & said one box came broke open & with several small pieces missing & that there was no tape on the box. I replied it did not leave Texas like that but be that as it may, I replied I'm so sorry, how can I fix this for you. He said there was about $40 worth of items missing. I said ok, gave him a couple of options or just send the $40, He said send the $40. I replied ok. Then I get a message saying, "So I guess I have to send these back". I said no. Now because he thinks the $40 didn't make it fast enough, he has gone to Ebay with a complaint & wanting all his money back. I did everything I could to make this work. Now Ebay says he can keep the items, the $40 & still get a full refund. How do I actually contact Ebay & talk to a real person?

[wooden_flower · Accepted solution]

How did you send the $40?  If you processed a refund against the payment, eBay will not give him a full refund on top of that - they can't refund more than the original payment.

If you sent the $40 outside of eBay, then eBay will let him have a full refund, but you should get the item returned before you refund.

Always ask your buyer to open a return request when there is an issue - you can offer a partial through the return, and then everything is documented and a second case can not be opened.

To speak to customer service, follow the instructions on this page to work through the automated assistant to request a call back - select agent when it is an option -
https://community.ebay.com/t5/Selling/How-do-I-contact-Customer-Support/m-p/32016431#M1783851