How should I handle these 2 issues I have with my buyers requesting refund/return?

[golferman]

2 issues

1. I sold a cell phone, it has been 24 days now and the buyer requested a return. I didn't offer any returns on my listing. The seller says the phone freezes and they have to restart the phone. The phone was working fine when I had the phone.

What should do if I know the phone works? Will i be able to try and fight this and succeed?

2nd issue I offered a refund to a buyer and the buyer accepted the cancel and refund request in Ebay. I then refunded the buyer by sending the money via a money transfer app since the buyer needed the money sooner.

Now somehow the buyer was able to open a Ebay case on the same item that the item was canceled via ebay. They opened a not received case

What should I do and how did they open a case after they accepted the cancel?

[slokor]

1. If the buyer files a claim it will one in which he claims the item was not as described. This is one you will more than likely lose. It sucks but its the way it is.
2. Contact ebay with proof of the first refund and ask them to close the case since you can prove the payment has already been refunded. In the future NEVER send payment like - go only through ebay and their automatic refunding system.

[yotano211]

Did I just read this correct, you refund the money back to the buyer via a 3rd party money transfer app?

[rsot]

@yotano211, I read that too - that's not good! PP has no proof that refund was done!

[golferman]

Originally Posted by rsot

@yotano211, I read that too - that's not good! PP has no proof that refund was done!

Well for some reason PP released the money back to me, but the ebay dispute is still going

[yotano211]

Originally Posted by golferman

Well for some reason PP released the money back to me, but the ebay dispute is still going

So you refunded the money via paypal or 3rd party app?