wooden_flower Volunteer Community Mentor.
I assume you mean customer service, since we are not eBay employees 🙂
If the item arrived after the estimated delivery date, the buyer could have opened a not as described return, so you would have paid the return shipping. If she paid for the return, you should consider yourself ahead and issue a full refund.
If the item arrived within the estimated delivery time, the buyer should have waited for a return to be approved. You could pay to ship it back to the buyer, or you could refund the price of the item only.
Not refunding and keeping the item is not an option, since she can open a dispute with her card issuer for a return with no refund, and she will get a full refund.
To speak to customer service, use the link on the right side of this page “have us call you” - https://www.ebay.com/help/eua?id=5275&mkevt=1&mkpid
If you don't see 'have us call you', click chat. Then type contact an agent.
