Buyer returns an item that is either not the original Item or returns in poor condition

Hi

Does anyone know how I can get ebay to step in to resolve an issue with a buyer please?

 

An item i sold has been returned and I made the mistake of refunding before checking the condition of the item. When I checked it was either not the original item as was clearly used and discoloured, unlike the perfect working item i sold!

 

I dont seem to be able to contact ebay to  get them to help me resolve this issue. Any sugestions would be helpful. Thank you

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