buyer saying that their item was received damaged but I'm not sure a pet chewed it

[blue-dragon88]

I received message from a buyer saying that their item was received damaged, so I asked for photos and they seemed reluctant to send me any. After a few messages they finally sent me pictures I can’t but help think this has been chewed by a pet, do I as seller have way to challenge this?

I didn't have eBay seller protection on this listing

[tressygirl]

You're not sure a pet chewed it, and eBay won't be sure either,  but what they will see if a case for item not as described is opened.   For them not to force a refund you need to refund the buyer through the case once opened within 3 days, or pay for a pre paid label for the item to be sent back once returned you have 48 hours to refund your buyer.

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

If you think it's worthwhile later to challenge the refund, I admit it's not easy as eBay do not see the item involved,  then this explains how to appeal that decision for the refund.

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

@blue-dragon88