Help with a refund

[blanclar]

Hi, 

This is my first time selling on eBay and I’m finding it quite confusing! I have sent a collectable item and unfortunately the box has arrived bent/ squashed so the outer box is damage. I was contacted by the buyer and I said I was happy to refund and asked if it could be sent back. 

 Is it appears that the buyer has been fully refunded from my eBay balance and gets to keep the item. Is there any way to appeal this? I can’t see anyway of being able to email eBay support for help. 

[**peaseblossom**]

You can request a callback on here:
https://www.ebay.co.uk/help/eua?id=5275&mkevt=1&mkpid

@blanclar 

[jckl1957]

You used Ebay Simple Delivery - where the buyer pays postage to Ebay and they supply you with a label.

Items sent using SD are covered for loss, or damage in transit and Ebay foot the bill.

So, you should have an email saying something like 'the buyer has been fully refunded and told to keep the item but this won't have any impact on you.'  Check the wording on the email - it should not imply that you are responsible for the refund.

The money from the buyer for the item will be paid to you although you may have to wait a few days,