Guidance Needed – Buyer Returned Used/Damaged Item

[dealz.haven]

Hello,
I need advice on handling a return for order 19-13452-76622. The buyer selected “No longer want item,” but the water gun was returned used (water still inside) and with a ripped box. The item is not in original condition and cannot be resold.

I’ve added photos and comments in the return details, but eBay still shows the return as “pending” until 03 Sept 2025. I do not want to issue a refund for an item that was used and damaged.

Can eBay step in to review this return and confirm if I’m protected against having to refund in this case?

Thank you for your help.

[tobiasd4 · Accepted solution]

As a private seller, you have to refund buyer In full.

Had you correctly been registered as business seller, which you clearly are with multiples of new items, you could have option to only part refund. 

I suggest you upgrade to business before ebay force you to or they close your account. 

[dealz.haven]

Thank you so much for taking the time to explain this to me. I really appreciate your guidance and now understand the difference between private and business accounts much better. I’ll definitely look into upgrading to a business account so I can follow eBay’s rules properly. Thanks again for your helpful advice.