False return request

[kutmasterk]

I just sent a refund, no questions asked(no options to plead my case with eBay) to a buyer for an item they reported. Direct to eBay I mind you. Not one message to me, the seller, to work out the "issue" between the two of us. With that being said, the item the buyer was issued a refund for, was not even my item that they purchased. It was definitely the broken item my item was purchased to replace. 

My question is what else can I do? eBay suspended my payout until this return was resolved. So basically I was strong armed into sending a refund for her own broken item

[disneyshopper · Accepted solution]

If a buyer files a Returns Request with the reason Not as Described,  you have no choice but to accept the return.  Once you do that, you issue a prepaid shipping label for the item's return (if you want it back) or you issue a full refund if you do not want the item back.  If you get the item back and it is NOT what you sent, you can report the buyer for misusing the Money Back Guarantee.  ebay keeps track of buyers who do this.

https://spd.ebay.com/RBASellerHub