Customer lied about condition

Question

Hey everyone, I have a customer who waited 2 weeks after recieving an order, to ask for a refund. His posted it as broken and damaged, I pride myself on that never happening and my reviews can show that. I asked for proof and he sends me a blurry picture of the case, then fully admits he just doesn't like the game and sends pics of it working, I told him he wouldn't get a refund and now he's contacted eBay, what's my next step

lady_madonna · Answer

Since the buyer chose a valid reason per the Ebay Money Back Guarantee for buyers and you did not cooperate, the buyer was able to ask Ebay to step in to help them receive the refund. You could have approved the return request, provided a return shipping label and refund the buyer after you received the item.

Read this: https://www.ebay.com/help/selling/managing-returns-refunds/handle-return-request-seller?id=4115