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 😇

[m25jet]

Adding to what @fargvs has already said, refunding a buyer via PayPal will leave you with a refund-related defect on your account, whereas if you refund the buyer via a case opened in the eBay Resolution Centre without the buyer having to escalate the case to eBay in order to force the refund then you won't end up with refund-related defect.  Therefore, if the buyer hasn't opened a case in the eBay Resolution Centre by the time you read this response then ask him/her to do so and refund the money via the eBay case.  Make sure that you issue the refund before the buyer has the chance to escalate the case to eBay in order to get them to force the refund, as if the buyer has to ask eBay to step in and force a refund that will also earn you a defect.  Therefore, it's essential that you issue the refund swiftly once the buyer opens an eBay case and requests a refund via the case.