Advice?

[finder-keeper]

I recently had a buyer send a return request stating item doesn't match description or photos. But buyer's message in request says they assumed they'd receive a wide width size when they ordered a regular size 9. I sent a screenshot of the listing's drop down of sizes, showing there was no 9W available. Only a size 9 which they had ordered. I chatted with Customer Service Agent via chat who advised me to not allow the return and in 5 days ask eBay to step in. I did as advised. I asked eBay to step in, wrote why and sent. Within minutes I got an email saying they are allowing the customer to return the boots and they'd refund buyer from my held funds. 

I'm really frustrated because buyers reason for return doesn't match the what they wrote and abusing the money back guarantee/return policy. I don't accept returns and feel buyer claimed item doesn't match description so they could return item and not pay for return shipping. 

I am still new to selling on eBay and would like some advice on this

[kensgiftshop]

@finder-keeper 

Getting Ebay involved earned you a defect.

Any time a buyer files an INAD, you need to accept the return and pay return shipping.

It doesn't matter what the buyer says in a message or notes, all that Ebay looks at is the type of return they open.

Since you have a no return policy, you're lucky the boots are being returned before refunding.

Usually when Ebay has to get involved, they just refund the buyer from your account and let them keep the item.

[santamonicajeweler]

Return is done my Software. This is the first time I am hearing, Seller asked for eBay to Step In and Software decided the case. This is not normal. You were not heard. Something went wrong. Appeal the decision. You need to be heard.