Buyer returns / refunds

[bailey7726]

Buyer opened case stating item received broken and request return for refund.

Ive received item back and it’s been used and broken (it was brand new unused undamaged when I sent it)

my confusion is - I’m getting emails from ebay stating I need to refund by 22nd March or ebay step in and refund.

why does this happen - I have offered buyer partial refund but they do not reply to my emails.

Can I just do the partial refund ? 

[tressygirl]

No you cannot in this case,  as you have received the item back ,  and the buyer had received it in a broken condition.

Here,   a full refund is required.

Refund through those case details withn 3 days,  if you do not ,  the buyer can escalate on day 4,  eBay will force the refund.  You  will pay a seller fee,  and get a damaging defect on your account.

[bailey7726]

No the buyer received it in good condition but used it then it has been damaged

Sent from my iPhone