Item arrived broken. Customer won't tell eBay. I can't do a refund.

[curiosgeorge]

I offered a full return, including that he keeps or disposes of the item. He first talked about gluing it. I sent a message to him that he has to send a msg to eBay about the broken item. Then I could send his refund, including shipping. I got a msg from him, which is an ultimatum. His message: "There are only two options: 1. I return the item for a full refund including postage both ways 2. You issue me a full refund directly with you stating the item was received broken." To make things worse, I have been unable to get a human being from eBay. It just goes in circles. I would love to find out how to get help from a person. Thank you.

[comics-scifi-collectibles]

@curiosgeorge   You can let the buyer know that you can issue a refund without a return request the reason for the refund will be "other".   This is the only reason eBay has that applies from the order drop down menu on a sold item. ( Don't select out of stock/ damaged or you get a defect, you don't get defects on refunds for damaged items unless eBay steps in and forces a refund on a return request)    

Select Refund from the drop down menu next to the item>   https://www.ebay.com/sh/ord/?filter=status:PAID_SHIPPED

OR if they wish the refund to say arrived damaged then these are the steps they need to take> 

Select the return item button on this page:

https://www.ebay.com/help/buying/returns-refunds/return-item-refund?id=4041&st=

Reason Arrived Damaged.  

Then the seller can choose to issue a full refund without a return of the item from the refund request.  

These are the two options that eBay allows.  

[house*of*paws · Accepted solution]

Hi @curiosgeorge 

I don’t believe you need to have the buyer file a claim in order to make a full refund.  [You only need the filing to provide a prepaid shipping label, which you say you don’t intend to send.]

Just refund through eBay (with a profuse apology.  Don’t ask any more of the buyer.  They obviously are annoyed by your messages.