How to process a refund for an item that was received damaged - shipped from the UK to the US.

[nor_ef3mao8b]

Received a China platter from the UK that was in broken pieces. Seller responded that I will be refunded and gave me advice from site directives on how to start the refund process, but after endless, confusing site directives, I have no idea if what I did was correct!

Can someone tell me what is step one and exactly where on the site I initiate the process?

TIA

[wastingtime101 · Accepted solution]

File a return request @nor_ef3mao8b . eBay lays out step-by-step instructions here:

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

From the list of return reasons choose: ARRIVED DAMAGED

[nor_ef3mao8b]

Thank you! Yes, I got through (or so it seemed) the set up you linked to, and received an email notice from eBay explaining the seller will respond rē what to do next.

To recap: I contacted her about the broken china, she instructed me to go online to process a refund (not saying explicitly HOW), I went online to do so, and now I just let the process play out?

[wastingtime101]

The seller has 3 days to either refund without requiring a return, or provide a return shipping label. Since it's an international transaction, the seller cannot provide a return label but they can provide funds for return shipping.

If the seller does not cooperate and respond within 3 days, you should go back to the return request and ask eBay to step in.

You can access the return details by locating the transaction on your purchase history page.

[nor_ef3mao8b]

Thanks for your help! I’ll just sit on my hands and see how she handles it from here on. She was very responsive/apologetic and explained there would be no problem with a refund, as it’s covered by insurance via eBay’s Global Shipping Program.

Thanks again!

[wastingtime101]

In that case, eBay will be refunding you, not the seller. The GSP offers seller protections when they forward items internationally.

If the refund is not automatic just escalate in a few days. Any other questions come back and ask.