Return Request but customer is not providing evidence that product is faulty

Question

I sent a Toshiba VCR combo a few days ago, and the customer just sent a return request. The return stated, "Item was defective. The image from the VCR side is distorted; the DVD doesn't read discs." They only sent a picture of the box open, nothing else. I messaged the buyer, apologized for the issues, and asked if they could send a picture of the VCR display as they said. They replied with "No. You can send a return label."

CONTEXT: Before this, the VCR combo worked, and I watched a movie on it. The DVD slot slowly opened because of the dust there, but I removed it.

Still trying to figure out what to do. Thoughts on this?

lady_madonna · Answer

@kushaa_38

According to Ebay's Money Back Guarantee, you will be obligated to approve the Return Request. When you receive the returned item you refund the buyer.

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