who handles a broken item that is shipped to them the seller or does the buyer return to you the sel

[dalefa]

I don't really understand if something gets broken in the mail who handles the issue and makes the claim? Does it have to be returned to the seller before the buyer gets a refund and a claim is made? Thanks

[twinkling.smile]

@dalefa 

The buyer can open a return request for an item that doesn’t match the listing.

This is the guide for all kind of returns, including items that don’t match the listing.

https://www.ebay.com/help/buying/returns-refunds/returning-item?id=4041 

From the wrong item, the buyer has to make pictures (at least 1) and upload them. 

The seller has to accept the return and provide a return label. Or send shipping money, before the buyer returns with tracking.

The seller has to provide a clear return address.

The buyer can ask eBay to step in, if the seller doesn't cooperate. They can do that 3 full business days later.

All based on eBay's Money Back Guarantee.