Tbh I think there should be another option for buyers. A straight ‘item arrived damaged’ option. None of this return and then choosing the correct option. If they have this option then they can choose it, upload photos and ebay can take it from there. It will remove the majority of errors especially when you get a buyer that is snarky or just won’t communicate. I had one like this that chose the incorrect return option and just told me ‘that’s your problem, I want refunding’ and that was it. No further communication so I had to pay for the return and the refund. I had another who did communicate first and the went on a rant about how I should tell ebay to make it clear there is an arrived damaged option and how silly  it was to have it under a returns as it was an inconvenience to return a broken item. I tried to explain it further but I was just poking a hornets nest.