refund to the customer without them having sent the product back | Questions and answers among users

svenusia1 · 2026-05-15T09:12:02.921000Z

good morning, I’m asking for adviceI sold a fairly valuable piece of furniture. The buyer receives it saying it’s broken. I proceed with the return and, to be on the safe side, I send him a UPS return label (since the buyer is in England) covered by insurance.on the UPS tracking system, right after the label was created, it shows the wording"the package has been cleared through customs"I’m attaching an image.the buyer never handed the package over to the courier and after various messages eBay closes the dispute in my favor. I leave the money in the eBay account and after three days eBay refunds the buyer, closing the dispute definitively in his favor he keeps both the product and the money.has this ever happened to anyone? how and what should I do?

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refund to the customer without them having sent the product back | Questions and answers among users | eBay Italy