Buyer wants to return item she already tried washing and destroyed and ebay accepted return

[midnite35]

Buyer claims item arrived dirty with holes.. it did not.. I'm a seller from day one of ebay..  would never do that.. claims i altered the listing after she purchased.. claims i used others photos all lies .. anyway no contact just negative feedback ( which hurt big time cause i have not been selling on here much ) so now after admitting on feedback what she did she starts a return.  Well now i do niot want the item back since she ripped it from soaking it in god knows what.. it was a vintage nylon robe.  Back in the day you were able to contact E bay.. I assume now only through emails? so is there anything I can do to stop this return or contact ebay in a phone call.. I know a few months back I did get a number to call but now its not letting me.. I said if it had holes in it why would you not just ask to return it asap and try to wash it instead.. so clearly shes lying 

[comics-scifi-collectibles · Accepted solution]

@midnite35 I totally understand how frustrating this is.   If you wish to try CS FIRST report the buyer for returns abuse>   https://spd.ebay.com/RBASellerHub  Then when you talk to CS calmly explain that the buyer has altered  and damaged the item by washing as stated in feedback.    You MIGHT get lucky and they will rule in your favor but prepared for a  DEFECT if you go this route.  

Here's how to contact eBay general customer service:

eBay agents are working from home so you have to request a call back or live chat.

1. CLICK THIS LINK:
https://www.ebay.com/help/eua?id=5275&mkevt=1&mkpid

2. Request a call back

3. Or you can also contact customer service by sending a PRIVATE message on social media. Customer service verifies your identity before responding.

https://twitter.com/askebay

https://www.facebook.com/ebay

Here's my advice>> 

 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.  

The eBay Money Back Guarantee overrules your returns policy.   Your return policy only applies if the buyer files a buyer's remorse return:  Doesn't fit, changed mind, etc.  

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=12&pos=3&quer...

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=12&pos=4&query=Sel...