The buyer will need to open a case for item not as described and when you receive the case you have 3 days to accept it, and refund if you don't want the item back first. If you do want the item sending back before refunding the case will show you how to send a prepaid postage label, and you then refund on receipt of the item, you have 48 hours to do so.
Stick within those timelines and your seller fees are refunded and your seller performance not affected.
You can then try and fight your corner with Evri for compensation for yourself, for the damaged item.
It would help if the buyer can send you photos of the damage done to the item and how it looked on receipt.
@gate218
