How do I appeal a return request

[Anonymous]

My buyer says the text book, lab manual, and access code I sold is missing pages in the lab book.  It is not. The bundle I sold was sealed from the college bookstore and never opened. My daughters have the same book and showed me what the buyer was talking about. However, all the pages numbers are there.  Just like in his/her book. I even reached out to a rep from the publisher who stated the buyer may not have purchased the correct bundle as the lab books are sometimes printed specifically for different colleges or universities.  

Do I have to accept the return if they bought the wrong book?

[comics-scifi-collectibles]

@Anonymous

This is not what you want to hear but this is how the eBay Money Back Guarantee works >>

 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&query=Report%20an%20issue%20with%20a%20buyer&intent=report%20&context=9056_SELLER

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=Seller%20protections&intent=seller%20protection&context=DEFAULT_SELLER

[Anonymous]

That really isn't fair to sellers. It seems that the buyer did double check that they were buying the correct text and lab book, and now I am being punished for it. I sold a brand new, sealed bundle that I won't be able to resell as new, unopened. Really sucks! Thanks for your input. I appreciate it.