Buyer asking for Refund

[dr_escooter_expert]

Hello Everyone,

I recently sold a glass item, and the buyer has contacted me claiming that it arrived broken and caused a hand injury due to the glass. I asked them to provide photos as proof, but they responded that their mother had already disposed of the broken pieces.

The buyer is now raising a refund request through eBay, but without any evidence of the damage, I am unsure how to verify the legitimacy of their claim.

Does anyone have advice on how to handle this situation?

Thank you!

[1902elder]

When a return case is opened, the buyer has to show photos, which they will not be able to do, so I don't see any way in which you will be forced to refund. Recently I opened a case for an item which did not work, and had to provide photos. The photo obviously was no proof that it did not work, but I still had to send it. If they do manage to open the case, the normal procedure is that you send a return postage label, you get the item back, then refund, but they won't be able to do so. If the postage label is not used, you will not be charged for it.

[dr_escooter_expert]

Thank you for your response. I have generated a return label for the customer to send the item back. However, the customer has left negative feedback. How should I handle this? Will eBay assist in removing the feedback?