Buyer trying to scam me by returning a different item

[saphupyon]

Hi! I sent a book to a buyer- weighed at the post office, manifested, tracked, signed delivery(it was a rare book, and I paid extra for safer delivery). It got delivered, and a few days later the buyer says she didn't receive it, but instead received something completely different- she shows me a different package with a different sender and receiver address, just an envelope and not a 1kg box. 

She started a case, which got closed since the tracking number says the item was delivered and signed for. 

She then started a return, trying to send me random items so she gets her money back. 

Is there anything I can do about this? Contacting eBay has been impossible, I can't reach a human at all.

[plum993]

Look to report the buyer here if they have returned items different to what you sent out here.Abusive buyer policy | eBay

[jckl1957]

Before you do anything else, message the buyer and ask if she has not got her purchases muddled up.

Make it absolutely clear that you are certain the parcel she sent you pictures of is not the one sent.

If she insists that you sent the wrong item, accept the return and provide a label.

When you get the item she sends, you should contact Action Fraud and then contact Ebay Customer Services with the Action Fraud number.

Ebay will be able to look at the buyer's account and see if this is something they make a habit of and may close the case in your favour.

Otherwise, you will end up simply refunding the buyer.

[saphupyon]

So I have to pay a 40£ return and she'll get off free and get to keep the
item?

[jckl1957]

If Ebay find in the buyer's favour, I am afraid that is what will happen.

If they return a different item, reporting the buyer to Action Fraud shows Ebay you are genuine.

Have you messaged the buyer to reiterate that the photo they sent is definitely not what you posted to them?

[saphupyon]

Yes, she is aware of this. I provided proof of the weight of the item when
I posted it, and photos as well.

[jckl1957]

Then you need to accept the return and supply a return label.

[saphupyon]

I have to pay even more for her to return to me a random pack of photos?
She's literally put on the chat what she's going to send to me.

[plum993]

Then look to report the buyer for abusing the return  process.

Then add them to your blocked bidder list here,so they can't bid or buy from you again https://www.ebay.co.uk/bmgt/BuyerBlock?

[jckl1957]

If you don't provide a label, after 3 days, the buyer can ask Ebay to step in.

Then, either they will provide a label and charge you for it or they will refund the buyer from your funds and tell them they don't need to return anything.

You can only report the buyer, to Action Fraud and Ebay, if they send soemthing back to you that you didn't sell them.

[saphupyon]

I already have reported her and added her to my buyer block. I was just
hoping not to have to literally pay to get scammed...
That's and 80£ book, 20£ shipping her way, and likely the same for her to
return the fraudulent item...so I'm gonna be out 120£ just to be able to
report her.