Buyer saying INAD but it’s not the item I sent

[caer13]

Good morning,

I list items on behalf of a small hospice charity. I listed a Ralph Lauren Cotton Oxford Shirt for £15 & a buyer bought it (although he did make a fuss about the postage price, which I reduced). 
The shirt was in lovely condition & was sent carefully packed. 
Late on Friday evening he sent a message saying that he was horrified with the shirt he’d received was definitely not one the one listed. 
He attached a photograph of a very creased shirt (ours had been folded in tissue to avoid creasing) with a Polo Ralph Lauren makers label. I checked our photo & the label is definitely Ralph Lauren without the word Polo in front. He then sent a photograph of a personalised label in the shirt which said ‘Lenny’s B***h (my stars). He said that he found this offensive & was disgusted a charity would do this. 

As the charity has a business account we have a 30 day returns policy & we don’t mind returning items if they don’t fit etc but I think he will open an INAD which means we will have to pay return postage & he’ll probably send Lenny’s B***h’s shirt back.

How can I prove that the item we sent is not the item he is claiming to have received?

Sorry for the long message but I wanted to cover all bases I don’t understand why someone would go to all this trouble over a £15 shirt.
Thanks 

[jckl1957 · Accepted solution]

You can't prove the shirt in the photo is not the shirt you sent but before the buyer opens a case, send a message asking if they are sure they have contacted the correct seller.  Point out the difference in the branding/label and suggest, very politely that they have made an error.

If they do then start a return, you will just have to deal with it in the normal way.

If they send something different back, you could contact Ebay Customer Services to see if they will help you.