Need to know if I should get eBay involved, or accept return and deduct from refund.

[0sirisrhion]

I have a feeling this lady basically tried “renting” these shoes from me for a Halloween costume and they broke on her while she was out at a Halloween party. They arrived multiple days before Halloween, which is something she was concerned about. I didn’t hear anything back from the buyer until AFTER Halloween and the broke on her. She is claiming that the shoes arrived damaged. Screenshots for reference. 

please advise. Screenshots  

[comics-scifi-collectibles]

@0sirisrhion 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...