Have provided a return label through eBay. Buyer opened a case asked for return label?

[zmd487]

Hi,

I sold a camera to a new account. It was a mistake but got nothing to do to make it up.

The buyer asked for a return the next day after they received the item. Didn't provide any picture and just type "Not as described". I knew that would be a hard case. However, didn't have any chance to refuse it as you all know. So I accepted the request and purchased a return label directly through eBay system.

However, the buyer didn't post it for almost a week (5th-11th). Today, I received a message from eBay told me that the buyer opened a case to ask for the return label? However, the label and the tracking number I provided is still attached to the order, I can even directly click the button to see it was not posted. No need to mention the buyer didn't respond to any message during the process.

I am trying to reach eBay agent at moment. But they seem only provide call service today, and I never managed to receive any call from them. Thus, I am writing this post to seek for some help. How should I get my money or item back safely under this circumstance?

[zmd487]

The message says

We're contacting you about the return request 5282109012 opened for Fujifilm X-A5 Mirrorless Body with 15-45mm Kit Lens by arlagh_0.

The item the buyer wants to return is covered by our eBay Money Back Guarantee. This allows the buyer to request a return for items they say don't match the listing description.
As you may know, sellers must honor the eBay Money Back Guarantee even if they state that they do not accept returns.

We've placed the request on hold for 4 calendar days from the day you received this email to give you time to provide the buyer with return postage.

There are two main ways to provide return postage for your buyer. You can purchase a prepaid postage label from your preferred courier and then send the label to the buyer through My eBay: Messages. If you choose this option, be sure to purchase postage sufficient to cover the item’s return.

If you can't provide a label, another option is to provide the buyer with the funds to purchase their own postage. See our Return postage for sellers  help page for more about your return postage options.

If you don't provide return postage or otherwise resolve the return within 4 calendar days, you may be required to issue the buyer a full refund without the item being returned to you.

However, the return history writes

11 Jan

The case was put on holdThe case was put on hold

11 Jan11 Jan

The case openedThe case opened

5 Jan5 Jan

You provided RMA

5 Jan5 Jan

You approved the return

Don't know how to deal with that at all