topic Help with a buyer refund problem in Member To Member Support

Help with a buyer refund problem

mr_rona — Sun, 22 Feb 2026 10:02:33 GMT

I had a keyboard for xmas, but it wasn’t for me so I decided to sell it as 1 month old mint used condition and I had an offer on my item, which I accepted, the buyer came to my house and tested it fully and was happy with the keyboard as it was all working. I have now had a refund request nearly two weeks later saying it was not working and was defective and not as listed. What do I do as I don’t want it back if the buyer has broken it and it feels like the buyer is taking advantage of the return process?

Re: Help with a buyer refund problem

jckl1957 — Sun, 22 Feb 2026 11:55:24 GMT

You need to accept the return and arrange to get the item back.

If you feel, after you get the item back, that the buyer has abused the retruns process, then you can report them to Ebay.

However, unless you can clearly prove that the buyer has damaged the item (very difficult), you will have to refund the buyer.

Re: Help with a buyer refund problem

mr_rona — Sun, 22 Feb 2026 12:22:46 GMT

Thanks for your reply and you are right it would be hard to prove they had damaged it, the only proof I have is that they are saying the item doesn't have a working audio output, but they were at my house playing it with a fully working audio output for over 30 minutes. So it wasn't damaged when it left my house and I'm sure they wouldn't have taken it if it was faulty. I've been an Ebay member since 2002 and I've never had anyone want to send an item back until now.Im still reluctant to give a refund but if you are saying I need to then I guess I will. Sent from my Galaxy

Re: Help with a buyer refund problem

john1297576 — Sun, 22 Feb 2026 13:12:11 GMT

Failure to go through procedure will damage your account.

It is possible buyer will return a different item, but again difficult to prove to ebay. It is also possible that buyer just wants a refund without returning, but it is worth going through correct procedure and paying for return label.

It is just possible that insisting on return will put buyer off the idea, as they are hoping to just get a freebie.

Re: Help with a buyer refund problem

mr_rona — Tue, 24 Feb 2026 16:33:22 GMT

I have started the refund process, but the buyer wont supply his address for the return label. I didn’t have it originally as he picked the item up. How can I speak to EBay about this as it sounds like he’s trying the run the time out so he gets a refund and my item?

Re: Help with a buyer refund problem

jckl1957 — Tue, 24 Feb 2026 17:35:45 GMT

The buyer does not have to supply their address.

You don't need their address. The item has to be returned to you and you have the option of supplying a label to the buyer through the case.

If you have the option to supply a label through the case, that is what you should do.

Re: Help with a buyer refund problem

mr_rona — Tue, 24 Feb 2026 17:46:46 GMT

I only have the option to supply a label for collection but the courier can't collect from them if they don't supply an address to pick up from. Sent from my Galaxy

Re: Help with a buyer refund problem

jckl1957 — Tue, 24 Feb 2026 19:05:09 GMT

Contact Ebay Customer Services and explain that you are trying to get the item returned but the buyer is not cooperating.