i sold in item on the 15th October as a private seller. the buyer has requested a refund

[philurwin]

i am asking for information and help on this as the buyer has been using the item and damaged/ broken now stating there unable to return the item. What is the best way to handle this as a private seller

[*vyolla*]

Have they opened an eBay return?

If they have, what reason have they selected from the dropdown menu for the return?

[philurwin]

item doesn't work or is defective. in the comments the item is defective and the cup blew up in there ears, there unable to send it back and need a refund

[*vyolla*]

Do you want to refund? Have they sent you photos of the damaged item?

[philurwin]

no photos on this issue just a message from ebay saying there reached out for a refund, they never even messaged me about this

[*vyolla* · Accepted solution]

I'd ask for photos. Then, if the item was dangerous and has exploded I'd just refund.

What's the value of the item?

[philurwin]

thankyou for your help and time for this information