I sent out a brand new item, factory sealed - it was a high-end toilet seat.
I used stock images of the item when listing - I didn't want to break the factory seal for obvious reasons.
The buyer requested to return the item with the reasoning *item damaged on arrival* - they zoomed in on a tiny section of the seat with a very small hairline crack in it. I accepted the return (trying to do the right thing), figuring it was one of those things, it had either been damaged in transit, or was damaged within the factory-sealed box prior to me sending it out - these things occasionally happen, I understand that.
When I received the returned item, I was in utter disbelief... The item that was returned due to being *damaged on arrive*, was covered in splash marks of dry liquid on the underside of the seat and underside of the lid (being a toilet seat, I can only assume it was urine). It also had a large crack in it, not the small hairline crack shown in the pictures provided by the buyer.
The seat was obviously heavily used.
What do I have to do from here? I've begrudgingly accepted returns I've suspected were fraudulent before, and swallowed them thinking it is the nature of the game, but in this instance, the buyer is obviously scamming me.
I've taken photographs as soon as I received the return, but I'm not sure whether or not that will hold weight. I've also used the 'report problem' button on the return, and have provided evidence but I'm not sure whether or not ebay have received this as I've had no confirmation via email or any other method saying theyve received it (never mind investigating it). Having read guides, apparently I'm supposed to be able to see a button saying 'ask eBay to step in and help', but I can't see one anywhere.
If anybody has any idea on how to proceed, I'd really appreciate the advice as I'm stuck here!
