OOH! MY turn to guess!
You sold a Thing.
The customer didn't like it and wanted a refund.
Do you have a No Returns policy?
No Returns is not No Refunds.
Did you send a Return Shipping Label or request eBay's help to send return shipping to an international customer?
If you did not provide return shipping, eBay assumes that you do not want the item back.
The complaining buyer is refunded.
If you did provice return shipping, when the tracking shows you have it back
The complaining buyer is refunded.
Did the customer open a Dispute?
If he did not, you are not required to refund, but if you do agree, the norm is No Refund without Return.
The only question is who pays for Return Shipping.
EBay has a Money Back Guarantee which runs for 30 days from delivery.
Even after that, his payment processor (usually Paypal ) or credit card also have Buyer Protection/chargeback policies, which usually run for 180 days from payment.
It's a tough lesson.
I hope you didn't lose too much money.
