Returns on blind box items

[inauratatradingcompanyllc]

Hello, I mostly sell sealed booster boxes of trading cards. Today, I received a return request for an item that the buyer had opened, and opened all (I assume from the attached message) of the packs, displeased because the box 'didn't have a factory seal' and that they didn't get any cards over the lowest guaranteed rarity. For context, these are Demon Slayer trading cards, 30 packs to a box, 5 cards to a pack, consisting of 3 R cards, one prize card (collect x types to trade in with the manufacturer for an item), and one SR or higher. The higher rarities, in my experience with opening these boxes myself (which I have to do at least once to get a feel for what's actually in the box and to get some cards for photos), aren't incredibly rare. I opened 6 packs of the next box in the lot this buyer had received, and in those 6 packs I was able to get 3 SR, 2 SSR, and one SP, but since they are totally randomized and not as quality controlled at the manufacturer level as something like Pokemon or MTG, I can see a whole box only containing SR. I have opened a few packs before that had duplicates of a card in those first 3 R cards. 

My question is, do I have any protection as a seller when a buyer received a dud box? I have no way of knowing if a box is a dud without opening the whole thing before sending it out, which ruins the product. I've had dozens of successful sales and so far one bad one, do I have any options? Or does my item actually not 'match the description' by not containing the higher rarity cards, which is something I can't control without destroying the item? 

[comics-scifi-collectibles]

@inauratatradingcompanyllc    Your listing is a "chance" listing and not allowed.  You can't say that it will contain something that it might not.  

Chance listing policy:  https://www.ebay.com/help/policies/prohibited-restricted-items/chance-listings-policy?id=4311&st=12&...

• Singling out any individual item with significant monetary or collectible value that “may” be included in the contents is not allowed 

The buyer has every right to return the cards for a full refund. 

You pay return shipping.  If you don't accept the return then eBay will force a return, you will get a defect, you will not get your sellers fees back and the buyer may be allowed to keep the cards.

[inauratatradingcompanyllc]

The item is a booster box of trading cards, each pack does include exactly what I described. The buyer didn't get anything better than what I described and demanded a refund. I didn't say in the description that you are guaranteed an SSR or SP or anything higher than 3 R and one SR, I made no guarantee that a full set could be pulled from one box. I promised nothing but a box of 30 packs of 5 cards each, which is what I sent out. I understand the "chance" item rules to apply to things that I myself put together, but if this applies to any item with a mystery aspect, every single booster pack, booster box, and mystery figure violate the rules.

[inauratatradingcompanyllc]

Also I want to make it clear that if they had contacted me about the box not being sealed before opening the packs that I would have replaced the box no questions asked. It just feels like the buyer is being dishonest when they don't say something was wrong with the item until it is effectively destroyed.

[comics-scifi-collectibles]

@inauratatradingcompanyllc   Sorry I misunderstood your listing type. 

You do still need to accept the return, approve the return shipping label.   REPORT the buyer then appeal the case.   Unfortunately you have no way to prove to eBay that you sent the item in the picture.    If the buyer has been reported before you have a better chance of winning an appeal. 

How the eBay MBG 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&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...

Appeal for sellers: https://www.ebay.com/help/selling/managing-returns-refunds/appeal-ebays-decision-return-missing-item...

[inauratatradingcompanyllc]

Thank you, I've been on eBay for a while but all of my transactions have gone smoothly, so I wasn't sure what I could do. This was my first ever negative feedback with hundreds of positive feedback as a seller and a buyer.