Returns and refunds

[jbug411]

I have a return request for an item for refund.  The reason for the return states the product doesn’t match description or photos.  The customer assumed the item came in the original box because I posted manufacture photos along with original photos. The post plainly states Hello, I’m sorry if you’re not happy with the packing of the product. I took extra care to insure the product was safely pack.
This item description stated slightly used. No where in the description did it state it would come in the original box. The description does plainly state “ Manufacturers photos included in post for visual convenience”
And the return request is passed the 14 day return policy. 
and that the buyer must pay return shipping 
The return request will not let me contact or refuse the refund.  It only gives me the options to refund fully or partial. And wants me to pay for shipping 

I don’t think I should have to except the request. 
any help would be appreciated 

[gosimus]

@jbug411 

< Manufacturers photos included in post for visual convenience >     

I think I understand why you did that, because the manufacturer's pictures are better than the ones you take, and your intent was commendable.  But eBay's policy is that stock pictures can be used only for brand new items.  If the item is used, then the pictures must be of the exact item, and you can read that for yourself here:  https://www.ebay.com/help/policies/listing-policies/picture-policy?id=4370     

< I don’t think I should have to except the request >     

There's a little semantics in play here.  You don't have to accept the return, but you do have to refund the money.  You can voluntarily refund without requiring a return.  If you contest the case, that is, if you don't accept the return and provide a prepaid mailing label, then eBay will likely issue the refund – using your money, of course – and not require the buyer to return the item.  You're out both the item and the money.