Buyer is asking for a refund but is making a false claim

[klw281057]

The buyer is claiming no mention of damage to item but the original listing clearly states damage. Why do I have to accept this as a refund?

[tressygirl]

If a case  for item not as described is opened,  it's all automatic, no point challenging it at that point with no human contact.

You need to accept it within 3 days,  pay for that fully tracked return postage if you want your item back first,  do not refund until it's back with you,  you then have 48 hours to fully refund.

Stick within those timelines,  and your seller performance is not affected.

If eBay step in and refund, should the case be escalated, if you think the decision for the refund unfair,  you can appeal, link below shows the process.

I'll admit it's not easy,  eBay do not see the item in question and they do tend to side with a buyer's view, but worth a shot appealing.

If you need to appeal later,  this shows you the process:

https://www.ebay.co.uk/help/selling/managing-returns-refunds/appeal-outcome-case-seller?id=4369

@klw281057 

[*guinevere*]

It is very unfair when you know the buyer is being dishonest/

If they've opened a return claiming not as described you must accept it. If you refuse the buyer will end up with their money back anyway, and they will be told by ebay to keep the item as you don't want it back

Supply them with a label which you pay form and when you get  it back refund in full,

This you do with gritted teeth. 

Don't forget to add them to your blocked list.

[arkwebus]

If it is the jug I agree that it says "chip on spout".  

If you were to sell something similar in future I would suggest putting any fault in very large type with red bold text.

Even after all these years of eBay [is it 20 years?] there are still many who do not - or cannot - read the details

@klw281057