If the buyer has opened an eBay Item Not As Described case against you, claiming that your description of the item was inaccurate, then reply to the buyer via the case and ask him or her to return the item to you for a full refund. Send the buyer an eBay Returns Label via the case - that way the buyer will not have to pay the return postage and will have no justifiable excuse for refusing to return the item. Do not refund the buyer's money until you get the item back again - if the buyer returns the item then refund the mone via the case in the eBay Resolution Centre and the case will close automatically. You will not be hit with an account-damaging defect in relation to the case if you handle it in this manner.
Should the buyer fail to return the item to you then don't refund the money. eBay will be able to see whether or not the buyer actually downloaded the item and used it or not, and if there is no evidence that the label was downloaded and used to return the item to you fourteen days after the date of issue then the label would expire and you would not be charged for issuing the buyer with an eBay Returns Label. If the buyer failed to return the item to you in order to secure a refund as requested via the case then eBay would more than likely close the case in your favour, as they would probably conclude that the buyer must have changed his or her mind and decided to keep the item after all.
In the event that the buyer sends you back something other than the item you posted to him or her report the buyer to eBay for abusing the eBay Money Back Guarantee. If you click on the Policies link at the bottom of this page then when the Policies page loads up scroll right down to the bottom of the page and you'll see a link there which says "Report The Buyer." Use this link to submit a report to eBay and once you've done that eBay will more than likely watch the buyer's account more closely. If a pattern of behaviour emerges that would suggest that the buyer is frequently claiming that items are not as described then eBay may well suspect that the buyer is doing this deliberately to try and get a partial refund or total freebies at the buyer's expense. The more reports eBay receive from sellers about this kind of abuse of the eBay Money Back Guarantee the better - if the buyer keeps on doing it then either eBay will enforce restrictions on his or her account, such as a limitation on the buyer's use of the eBay Money Back Guarantee, or in extreme cases eBay may even decide to chuck the buyer off of the site for good and close his or her eBay account down.
Finally, if you have not already done so, add the buyer's User ID to your Blocked Bidders list. To locate your Blocked Bidders List click on this link https://offer.ebay.co.uk/ws/ebayISAPI.dll?bidderblocklogin and a big white box will appear on the screen. Add the buyer's User ID to that white box, click on the Submit button beneath it and from that point onwards the buyer will not be able to purchase anything else that you decide to advertise for sale on the site.
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