If a buyer requests a refund or wants to return an item, we recommend you work directly with them to try to resolve their issue. The articles below give more guidance on how returns and refunds work on eBay.
Remember, we're always available to step in and help if you can't resolve an issue with a buyer.Handling return requests
Find out what to do when a buyer asks to return an item.Helping your buyers with items not received
Find out how to fix the problem if your buyer's item never arrived.Managing cases and disputes
Learn how to avoid problems and resolve disputes with buyers.