Buyer lying on return?— Doesn't match description or photos

[flyawaycraft]

I have a buyer who requested a return stating that they did not receive the item pictured.  They have to be lying because I don’t have anything like what they pictured in stock, and they took the picture with the correct item to compare it with.  Am I just screwed here?  I asked for additional pictures showing it was not used in hopes that they will not be able to do so, but will I be stuck accepting a return for some makeup they are switching out to get what they want?

[bonjourami]

Yes, you will, just respond to the case with a return label, and refund after return. You can appeal(ha ha) when the case is closed.

[kensgiftshop]

Sorry, but there's no way you can prove the buyer received what you say you shipped.

[rfmtm]

Tell buyer that since that wasn't what was sent to please check with other household members that may have mixed it up, otherwise you will have to assume it was mail tampering and you will file a complaint with the postal inspectors and their local police department, and would they please cooperate with the investigation.

The above many times takes care of these types of problems with the buyer no longer replying and/or returning the item.  Regardless, do no wait pass the deadline to accept the return, if one is opened.  Once returned, you can report the buyer for abuse of the MBG and make an appeal for the refund.  Also make sure you put the buyer on your blocked list.

[buyselljack2016]

@flyawaycraft 

I asked for additional pictures showing it was not used in hopes that they will not be able to do so

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Your request for more photos is meaningless. They do not have to supply any more photos for the return to proceed.

[ittybitnot]

@flyawaycraft 

Typically, when a buyer files a "not as described claim" (not just messages you) the item in eBay's eyes becomes exactly what the buyer says it is, even if they are lying.  Your description no longer matters, nor your photos.  Buyers can complain about something you clearly pointed out in the listing in five different places, and it will matter not. 

What counts is that the buyer chooses a 'not as described' reason, the system is automated with very predictable results.  Buyers lie, seller has to pay for return shipping in hopes that they get their item back. What is in the box that is returned doesn't matter either.  Buyer is still refunded from the seller's  proceeds. 

[inhawaii]

This is how you handle this return...

Pretend the buyer is telling the truth and accept the return.