Buyer trying to return a different item and claiming my item is broken

[smartf1nd]

Before the buyer bought my product he asked for proof that it works I sent him the proof and he bought the item and now he is saying 8 days later that the item I sent doesn't work and when he sent me the photos it was of a completely different watch and now he's trying to return a different old watch . Please how can I make eBay step in and help me close the return 

[tressygirl]

Once a return is opened for item not as described,  then it's all automated,  no human contact,  so it cannot be closed at this stage.

You need to accept the case and issue a paid return label , do this within 3 days.  Only on return of your item you then have 48 hours to refund your buyer,  through those case details.  Only refund when the item is back with you.  Stick within those timelines and your seller performance is not affected,  do not allow the buyer to escalate.

If they send a different item, you can start the process of appeal.  Photos of the different item received will hopefully help.  The link below explains the appeal process,  I won't admit it's easy as eBay do not see the item involved, but you never know,  this buyer may have done this before,  and too many returns are a red flag to eBay.

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

@smartf1nd 

[jckl1957]

With anything like this, the first step is to challenge the buyer.

Be polite but ask them if they have muddled the purchase from you up with a different one.

Point out that the photo they have provided is not of your watch and suggest that the buyer has made a mistake.

If they insist it is your watch, accept the return and provide a label.

When you get it back, if it isn't your watch, don't refund.

Instead, report the buyer to Action Fraud.  They won't do anything but you will get a case number.

Then, you can go back to the open return case and use the 'report a problem' link to alert Ebay to the fact that a different item has been returned.

Make sure you add the case number and any other evidence you can.

Ebay will then decide whether this is a genuine claim.