eBay refunded buyer before I got my item back

[jnwadr]

eBay has refunded my buyer before I have my item back

even though I send the buyer 2 return labels eBay have refunded him

and my item hasn't come back.

He said it wasn't as described because he didn't read the listing properly,

but isn't it going against eBays own policy of not refunding the buyer 

until you have your item back?

[rusticrye]

That can only have happened because a) you failed to tell the buyer to open an Ebay return request or case, or b) because you failed to follow the instructions within an opened return request or case, or c) because your Ebay-registered adddress is wrong and tracking therefore proved delivery or attempted delivery to that address and therefore triggered the refund, or d) because the carrier has misdelivered.

Whatever the reason, this is now between you and the buyer to sort out, or between you and the carrier if d) applies.

Everything you need to know about selling on Ebay, including what to do when a buyer claims not-as-described or item-not-received, is in the Seller Centre (link at foot of any page).  You should also read the Money Back Guarantee so that you understand how the system works. The MBG is on every listing and in various other places across the site.

@jnwadr 

[john1297576]

It does sound as though the buyer opened a case and you did not respond correctly so buyer escalated to ebay who refunded assuming you did not want the item back.

You say you sent the buyer TWO return labels, how. You should have sent a Reply Paid Label through the case, you can only send one so that tends to confirm that any labels sent were sent outside the case and probably just address labels NOT Reply Paid.

Only by completing correctly through the case will you get a refund of selling fee, and you may have a defect as well, look at your seller dashboard.