Request to return item

[certifiedshopper]

Hello, I do not accept returns on my listing, but am willing to work with my buyers on a case by case basis.  I have a request to return an item for the reason "does not match listing".  I have tried to contact buyer twice requesting more information on the reason for the return and have not received a reply. I do not want to pay shipping both ways by accepting the return without further information.  I have not been successful contacting Ebay directly about this concern.  Any suggestions would be helpful. Thank you

[rfmtm]

This type of return overrides your no return policy.  You must either pay for the return or ebay will refund without a return.  Best to approve the return and not have ebay step in and give you a strike on your account.  This way you do not refund until the item is back.

[certifiedshopper]

Thank you for the helpful information.  Buyer is returning the item, but it has been opened and used.  Buyer claims it is not authentic and does not work right. Buyer was sent an authentic item in factory sealed package.  Have you had any experience with returns like this? 

[rfmtm]

This does happen.  Especially if you have "no returns" as it often has a buyer abuse the return rules to override it.  You also risk losing you item and your money, as "no returns" to ebay means you don't want the item back, but it doesn't mean "no refunds".

At this point if you have messages from the buyer indicating he opened and used the item, or any statements showing that buyer is lying about it not being as described, wait to get the item back and immediately contact ebay and have them look at those messages.