INAD case opened does the Simple Delivery fee they paid get refunded from my balance

annald_crewe
Contributor

‎26-05-2026 11:50 PM

A buyer has opened an INAD case for a low value item. The return shipping label would cost more than they paid for the item. If I just refund without requesting a return am I responsible for refunding the money they paid to eBay for the Simple Delivery postage or is this covered by eBay and I only lose the amount they paid for the item. Never had a case opened before so just after clarification from anyone who's done ghe refund before. 

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tressygirl
Pro Mentor

‎27-05-2026 5:47 AM

If they opened a case for item damaged in transit, then eBay pay everything the buyer paid and you get to keep the payout.

 

If they opened a case for item not as described,  that is,  it did not match Description or Photos,  this is not covered by SD and you will have to refund everything the buyer paid.

 

@annald_crewe 

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papso22
Experienced Mentor

‎27-05-2026 6:03 AM

You can only refund what the buyer paid you.  Anything else is handled by ebay. That means ebay deals with the buyer protection fee and simple delivery postage paid to them.

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annald_crewe
Contributor
In response to tressygirl

‎27-05-2026 7:28 AM

Unfortunately they are saying it's not as described, when it is They had the item 10 days before opening the case and have admitted to using it and are basically saying it's broken. Does that then mean I am liable to refund all they paid? 

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tobiasd4
Experienced Mentor
In response to annald_crewe

‎27-05-2026 10:24 AM

If you go to case & click refund, it will automatically refund the correct amount (ebay refund BPF & postage).

The case will then close & buyer keeps item.

You won't be charged for returns label.

If you want item back, issue returns label through case & only refund when item returned.

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