Buyer return request

[ewools]

I posted an item using Evri simple delivery. Evri ripped parcel and item fell out but the delivered an empty bag (so looks delivered). The buyer requested a refund but said it was missing parts so it requesting I refund. I can’t cancel request as a seller. And buyer is saying if she cancels it eBay won’t help any more. So is refusing to cancel. Will eBay just take full refund from me??

[**peaseblossom**]

They will but may change the reason for the return if the buyer is willing to ask them.    She needs to change it to "Damaged in delivery".    So ask her to view this link on her phone - not on a laptop or PC - and she will see options to ring eBay or ask them to ring her:
https://www.ebay.co.uk/help/eua?id=5190