We know that sometimes things happen, and you just aren’t able to deliver an item you have listed on the marketplace. In those situations it is best to refund the buyer when they request it. As a seller you aren't able to refund a buyer without a refund request initiated from the buyer. Three days after the listing ends, the buyer is able to request a refund. Once they do that, there are two options for you as a seller: to either issue the refund, or to dispute the refund request. If you want to refund the buyer, just click the refund button and you are all set.
If you dispute the refund request, the listing and all the facts will be reviewed by a site administrator, who’ll help mediate the refund request and determine what should be done with the item and the Points received for the listing. Note that by disputing the refund request, it’s possible to receive a neutral or negative rating, depending on the outcome of the dispute.
Tip: Have all documentation, such as delivery confirmation and facts, ready when rejecting a refund request.