eBay Customer Service

• Immediately upon the close of your auction, you should contact the winning bidder, and congratulate them. Your email should describe the item they have won and how the item will be shipped – even if this information was already part of the description for the auction. You should also remind them of their winning bid amount, give them payment options and instructions, and tell them when and how the item will be shipped.
  
  You should also thank your customer for participating in your auction, and, if you feel it appropriate, you may wish to take the opportunity to tell them about any other open auctions that you have.
  
  
• When the payment and shipping details have been taken care of, your should contact your customer again. This email should tell the customer when the item was shipped – the exact date and time – and when it is expected to arrive on their end. You should also make clear to the customer, that they should feel free to contact you if they have have any problems or questions.
  
  
• If a customer does contact you in the future, you should answer as promptly as you can, and do everything that you can do to make them happy with their purchase – even if it means issuing a refund.
  
  Some eBay sellers are very reluctant to issue refunds, believing it to be "lost" money. However, if you look refunds in a different way - refunds aren't lost money, they are building blocks of a solid reputation - then you will become a lot more open to issuing refunds. It is of course reasonable to expect the buyer to return the item to you (although you should pay any associated shipping costs) before a refund is issued - but once you have received the received the returned item, you should issue the refund promptly.