How to refund a buyer for broken item received?

[egyptian-shop]

Hi,

I want to refund a buyer who advised by message (with photo's) that the item received was damaged.  I'm not sure of the correct process to avoid defect etc.

Can someone advise me please.

[purplemon18]

The best way is to refund on papal, then contact ebay and ask them to refund the fees for that transaction. That avoids a strike on the thing that I can never remember the name of where if your rates are higher than other sellers they charge higher fees. Not defect, something else.

I normally use email to get fees refunded. here is the link:

https://www.ebay.com.au/help/email?initFrom=HOME

[egyptian-shop]

Thank you.    I haven't had to refund for so long I couldn't remember what to do.   I did refund the payment through Paypal and was just going to forget about a credit for the ebay fee,   I will look at your link...thanks again.