Unable to issue full refund

[jaywiththree]

Hi

Can anyone please help. Buyer just messaged and said the item arrived damaged. I explained I'll issue a full refund. The item was £19.09 with all costs. Yet when I'm trying to issue the refund, I can only put £15 in which is the price the buyer paid for the actual listing without postage added. Totally confused 

[**peaseblossom**]

If you sent it using Simple Delivery you are protected if the item is lost/damaged in transit.   That means ebay will pay the refund, not you, when the buyer opens a claim.

So ask the buyer to open a return using "item damaged in delivery" as the reason.   Then eBay will issue the refund themselves and you keep the original payment.  They will not be required to return the item.

[jckl1957]

If you sent the item using Ebay Simple Delivery, and the buyer opens a return stating the item arrived damaged or was damaged in transit, Ebay will handle the case and refund the buyer in full with no cost to you.

They do have to open a case and use that reason.

If you refund them, you won't be able to make a claim against the carrier if it was a Simple Delivery item.

[jaywiththree · Accepted solution]

Brilliant! Thanks so much for replying! I'll let the buyer know. Thanks again! 🙂

[jaywiththree]

Thanks so much for the info! I appreciate it. 🙂