Item still in process of being delivered but the buyer has requested a refund

[hewittj1]

Can anyone advise me

I sent a parcel from the UK to the USA on 10th April - eBay shows the estimated delivery as 14th to 23rdapril (so still a week to go)

Fed Ex failed to deliver the parcel yesterday as the packaging was damaged - the buyer has seen the tracking update and is asking for a refund

Fed Ex have said it will take two working days to get an update on the state of my parcel

What do I do?  Just wait?

My concern is I could issue a refund and then fed Ex could deliver to parcel to the buyer anyway.

Anyone have any thoughts?  the payment around £300 is still being help by eBay - am I right is assuming they won't get involved on the buyers behalf until after the 23rd April?

[tressygirl]

How is the buyer asking for a refund?  If just through a message then you can send them a polite message to please wait a few more days .  Also,  they cannot open a case for item not received until one day after the last estimated date for delivery.  If it i opened now it cannot be escalated quickly.

If the item is damaged on receipt,  then you would face a case for item not as described, you would have to refund in full,  unless the item was handled in eBay's GSP transaction then eBay handle the refund.

@hewittj1