The first thing to do is to report the buyer>
https://www.ebay.com/help/selling/resolving-buyer-issues/report-issue-buyer?id=4084&st=12&pos=1&quer...
Then, read this link re Seller Protection>
https://www.ebay.com/help/policies/selling-policies/seller-protection?id=4345&st=12&pos=2&query=Sell...
Then, see if this will help:
An item that is returned after it was used or damaged by the buyer
Sellers who offer free returns and who are not Below Standard are eligible for this protection
- You can deduct up to 50% from the refund to recover the lost value of the item
- We will take care of any issues directly with the buyer for you, including removing any negative and neutral feedback, defects, and open cases in service metrics
How to issue a partial refund when the item is returned in a different condition
To issue a partial refund:
- Go to your Returns dashboard.
- Select View return details beside the item.
- Decide What to Refund.
- Select the percent you want to deduct from the refund amount.
- Add a message to the buyer explaining why the refund wasn't full.
- Select Send.
