Buyer "payment dispute" and refuses to return item

[aurumnaturals]

A buyer sent me a message claiming that the item was not as described. I don't agree with her, but I nevertheless offered to accept a return with a full refund. I sent her the link on how to request the return and get the return shipping label through eBay. She did not do this. Instead, she filed a "payment dispute" with her credit card company and refuses to return the item, saying she should not have to make the effort of putting the box in the mail. She wants a full refund and getting to keep the item. eBay is asking me to upload proof that the item was as described (I don't know how we can prove that we sent what we say we sent), and says the buyer does not need to return the item. Is there anything else that can be done?

[zoda99]

What did the buyer say was misdescibed exactly?

[aurumnaturals]

It's all very vague. She says the candles "look cheap, wimpy."

"They don’t look like the picture with the candle holder. They look cheap and not as described. "

[ittybitnot]

@aurumnaturals 

There is no seller protection for a "not as described" claim be it an eBay claim or a Payment Dispute (aka chargeback).  The difference is that with a Payment Dispute, a return is not required for the buyer to get a refund from your proceeds.  Therefore, buyers do find the Payment Dispute route more advantageous. 

You have one "picture" to upload in your defense. You may wish to "stitch" something together that shows you already provided the return information for a prepaid label and the "buyer" refused.  Don't get your hopes up though.   

[kabilab]

I experienced a situation a few years back where the female refused to return the item she claimed did not work.  I, in like kind, refused the refund unless the DVD was returned to me; e-Bay sided with me. If she did receive a refund, it was from e-Bay.

[dbfolks166mt · Accepted solution]

     There is little you can do with a chargeback since eBay is not really involved in the decision process other than to pass the CC company the information you provide regarding the item. EBay does however offer some limited seller protection for chargebacks depending on how you as the seller respond to the chargeback. Review the following and it may help you in deciding how to address the chargeback.

https://www.ebay.com/help/policies/selling-policies/payment-dispute-seller-protections?id=5293 

[aurumnaturals]

Thanks, @ittybitnot. That's a good idea to show the message history as the one allowable picture/evidence.

[aurumnaturals]

Thanks, @kabilab. I'm glad to hear eBay expected the item to be returned.

[ittybitnot]

I, in like kind, refused the refund unless the DVD was returned to me

@kabilab 

There is no such thing anymore.  You can't refuse, eBay simply helps themselves to your money for a Payment Dispute (chargeback).   For an eBay claim, if you send the shipping label, and they don't return it, then you don't have to refund.