Buyer wants to return

[thepampercafe]

I make and sell soap on Ebay since 2006, my positive feedback is 9400. I have never had a return request before.I listed several different bundles of 10 bars of soap with photos and details of fragrances etc. buyer bought 2 bundles, Bundle F and Bundle G. Had a return request for both Bundles,  reasons given - doesn't match decription or photos, no fragrance at all just plain soap really disapointed with this purchase, doesn't work or os defective. email to say both being returned, further message saying bundle F being returned, today bundle G only arrived. Packing slip says Bundle F in parcel. Fragrance can be noticed before I unwrapped parcel, postman always comments on fragrances, I have never had a return request before and this one seems to be a real muddle. What do I do?