How to handle Altered Return Reason

Question

Buyer altered the return reason on the packing slip, stating "Damaged before shipping" when that was not an available option. "Before" was handwritten after "during" was crossed out.
Listing clearly stated in the Title "untested" and the condition line stated items were in varying states of condition.
How should I approach this with the buyer? Sample wording, please.

comics-scifi-collectibles · Answer

@katprice397 . If the buyer filed a return request with a not as described reason such as damaged in shipping then you MUST accept the return and refund in full. Unless the item was listed in a category that allows you to choose a condition of for parts or not working you can only select Used which ebay states is an item that works but may have some defects. Even for parts or not working items can be returned but the return period is reduced to 3 days from delivery. Here's how the eBay Money Back Guarantee policy works: A no return policy doesn't mean no refunds. Keep in mind that your return policy is only for buyers remorse returns.... changed mind doesn't fit, etc. The eBay Money Back Guarantee overrules your returns policy. The seller ALWAYS pays return shipping for not as described returns. If the buyer files a refund request saying that the item is not as described then you need to accept the return and issue the return shipping label. If you do not accept the return willingly then the buyer can ask eBay to step in and forces a refund. You do not get your seller's fees back, you get a defect and the buyer may be allowed to keep the item. If the buyer abuses the eBay MBG in some way then you can report them but it doesn't get your money back: https://www.ebay.com/help/selling/resolving-buyer-issues/report-issue-buyer?id=4084&st= Sellers have protection for return abuse if they offer FREE RETURN shipping on their listings OR if they are a Top Rated seller and offer 30 days or greater returns. The seller can then reduce the refund amount by up to 50% if the buyer sends a different item or somehow reduces the value of the item. Seller protection: https://www.ebay.com/help/policies/selling-policies/seller-protections?id=4345&st=1

jacbarcollectibles · Answer

Did the buyer open an "Item not as described" case? If so, then you have no choice but to accept the return and give a full refund. Unfortunately, eBay offers their money back guaranty for all condition descriptions. You cannot void the return by placing "untested" in the title.