Spurious return, ai chatbot malfunctioning

Question

I have a buyer claiming an item is not as listed because of damage, but his provided photos show no damage whatsoever. The ai chatbot just keeps giving me errors so I can't get any information or have it put me in touch with a human agent. I've tried multiple browsers with the same results so the issue is on their end. What can I do to actually speak to a service representative?

jacbarcollectibles · Answer

An eBay rep will not be able to help you. When a buyer opens an "Item not as described" case you are required to accept the return, provide a prepaid return label and give a full refund once the item is returned. Once the item is returned and you have refunded in full you can report the buyer for misusing the money back guaranty. The reps cannot change this policy.