Buyer wants a refund help please

[aarobirtle-0]

I’ve just had a buyer request a refund for some comics I sent him stating there’s a bend on the cover which I’m fairly certain wasn’t there. I have no option to dispute this does anyone know how I can please 

[tobiasd4]

Do not do anything unless buyer opens case. 

If they open item not as described case, issue returns label and refund in full on return. 

Item may have got creased in the post. 

[**peaseblossom**]

As fas as I know you can only appeal after the final decision by ebay if the buyer has to escalate it.    Then you do that from the link in the body of the decision message or in the case click on View Details and on the most recent activity entry you should see the link to "Appeal This Case."    Or go here:
https://www.ebay.co.uk/help/selling/managing-returns-refunds/appeal-outcome-case-seller?id=4369

Before that all you can do is remind the buyer they were not in that condition when sent.   However if it might have happened in transit you should agree to refund after they've been returned.

[aarobirtle-0]

He has. Just spoke to a lady from eBay she said I have to accept the return pay for the label then when I get the items back contact e bay again to report the items are damaged. She had a look at the listing photos and the photos he’s sent me showing the damage and she thinks the same as me. He’s said that they were damaged during delivery but there’s no way as the were all in bags and boards bubble wrapped and in a proper comic mailer. She’s looking into his account also. She did reassure me that I should be fully compensated
Sent from my iPhone

[aarobirtle-0]

Spoke to eBay they were helpful. They went from my photos on the listing and his that he sent showing the damage also there was no way the were damaged during shipping which he’s claimed as they were all in individual bags and boards (comics) bubble wrapped and in a comic mailer. They told me to accept the return then when I receive the items back to call them back to claim the item was not the same as when sent and they will investigate it. There also looking into the persons account. I will just have to wait and see but the eBay rep sounded reassuring with the evidence they’ve got so hopefully I will be ok.
Sent from my iPhone

[jckl1957]

Unfortunately, Ebay Customer Services staff often tell you what you want to hear so don't assume that you won't have to refund in full; you probably will.

I completely agree that the item has probably been damaged in the post.  No matter how well items are wrapped, once they are chucked into a mail sack they can have all sorts of heavy things piled on top even before they are dealt with at the sorting office.  (Imagine your envelope holding the comic standing upright before having a 750g hardback book pushed onto one of the corners, then a heavy, full mailbag being thrown on top of that ... )

It is worth looking at the feedback your buyer leaves for others.  If they seem to have a lot of returns/complaints/damaged items, then there is a remote chance Ebay would not make you refund, but the most likely outcome is that you will have to refund in full on receipt of your item.