Returns

[nswa66]

I sold a product to a person 2 weeks ago, and they claim that it is not genuine because it smells different. (It is genuine) I would usually accept a return if the product was not used, but as they have used it i won’t be able to sell it again. Meaning i’ve lost out on £45. It is difficult, if i refuse a return, eBay is most likely going to side with the customer or the customer will give me poor feedback. 

[tressygirl]

If a case for item not as described is opened, you will have to accept the case within 3 days.  Cases are all automated no point challenging it at that point.

If you want the item back,  pay for a fully tracked return postage,  and only refund through those case details,  when the item is back with you.  You will have 48 hours to do so.

Stick within those timelines,  and your seller performance will not be affected.

If you think the refund was unjustly granted,  and the buyer has abused eBay's 30 day MBG,  Money Back Guarantee policy,  you can appeal the decision.  I won't lie, it's not always easy,  and does favour the buyer in most cases. 

This explains the appeal process:

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

@nswa66