Confused about a warning (offer to sell outside of eBay)

[bmullins2]

 Thanks in advance for answers.

I had a customer that send a messge wanting us to call him to help him place his order on eBay (it clearly stated eBay in message).  

He did state he was an older guy  and was new to buying and did not know the eBay order system very well in general.  Member since 7/2017.

He wanted to place an order for some shirts on eBay that were personalized ( he stated he really needed this item to be right) 

so he just needed someone to walk him thru the steps for ordering the sizes and where he needed to send the informaiton for printing.

I replied back that due to eBay policy I could not provide him with contact information. However, I didn't know if he could send us his phone 

number so we could tell him step per step over the phone what he needed to do to get the order placed accurately on eBay.

How do you handle customers like this?

Don't respond?

Tell them sorry we are unable to help and he needs to find someone to help him?

We offer great customer service but with the rules in place we can't help even help customers order accurately without being in volation.

Opinions on how to go about handling this type of issue?

Thanks