help with an opened case, I'm the seller | Sell

nacho_h · 2026-02-17T09:35:39.028000Z

hello, I’ve never written here before, but I wanted to ask something. I sold a damaged item, and the description also said that it was damaged but had already been glued and could break off again during transport because the parts are relatively old and the glue no longer holds well because it becomes brittle over the years.The buyer also initially asked me to declare the package as a gift and/or write down a lower value because of customs fees. This is about a sale from Austria to England. In my item description it said: both ears are glued (where broken)1 pig tail is broken i glued it.scratches at the top hair and a bit at the side.one shoe paint is damaged, also the hole is drilled bigger.both pegs for the base are damaged broken, one plastic piece still stuck inside one shoe.the figure dont hold good at the base anymore. please check the pictures for the damaged parts.If anything breaks during transport, I am not liable.The figure is very old and the glue unfortunately no longer holds well, so the parts break easily.If you purchase the figure, please be aware that I do not offer refunds or accept returns.now the buyer wrote that the ears arrived broken off and a small part as well. Well, it did say in my description that something could break off, and that’s why I don’t accept returns, etc. Now the buyer has already opened a case. Today eBay got involved, and eBay sent an automated email saying they would get back to me within 48 hours.So now, 2 hours later, I received an email saying I have to create a shipping label in 4 days or pay the buyer money for return shipping.now the case is at:Review of your case has been temporarily suspendedeBay Customer Service has suspended the handling of the case until 22 Feb 2026 so that additional documents can be obtained. If we need additional information, we will request it from you by email.eBay Customer Service has suspended the handling of the case until 22 Feb 2026 so that additional documents can be obtained. If we need additional information, we will request it from you by email. does that mean I now have to send money for the return label within 4 days because eBay won’t even look at the case until 22/2 and otherwise the buyer simply gets a refund for the item?? that’s illegal what they’re doing here. they don’t even look at the case to see whether I’m in the right or the buyer is, and basically force me to pay for a label for the buyer before they’ve even looked at the case ?? because in the email about creating the return shipping label it said that eBay may refund the buyer’s money if I don’t cover the return shipping within 4 days. and they only look at the case again from 22/2 onwards or how am I supposed to understand all this? I called eBay before, which unfortunately costs me money every time, and well, the lady said she was forwarding it to the specialist department and I would get a reply within 24 hours. but this is just crazy how the whole thing works. I’m now considering getting a lawyer involved here because this whole thing is insane. Honestly, I had thought that it would be looked at within 48 hours and I’d get an email saying whether I won or lost the case, and only after that would the email about paying the return shipping label costs come if I lost. but the way it is now, it’s really made unrealistically. what should I do here?

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help with an opened case, I'm the seller | Sell | eBay Germany