Hi, I'm trying to issue a full refund for an item I sold and was received by the buyer damaged.

[fabandfunkyfurniture]

Can anyone help please, I'm getting extremely frustrated by this!  I sold an item which was received by the buyer damaged.  I've agreed a full refund but when I try to issue the refund, the screen message states "There was a problem issuing this refund".  I don't need the item to be returned as I've seen photos of the damaged item.  Therefore, I don't need to issue a returns label (or do I?).   I've never issued a refund before so I'm at a loss as to why it won't let me issue it.

Please help!!

[fabandfunkyfurniture]

Thank you all for your help. I’ve used a return label and it seems to be progressing. The buyer is returning the damaged order so hopefully will be resolved very soon. Thanks again kind people 😇

[fargvs · Accepted solution]

Always ask the buyer to open a suitable eBay case and only issue the refund through the case ... ensure that you have sufficient funds in your PayPal account to fully cover the total refund amount ... won't affect your account if you follow the case instructions carefully ... 

https://resolutioncentre.ebay.co.uk/    

A PayPal refund (separate companies) outside an eBay case can result in a loss of fees and a possible further eBay refund request.