Whether this is a dimwit buyer or a scam to get a free phone, you still have some protections.
You can demand that the buyer return the phones before the refund.
Yes, you may be required to send a Return Shipping Label. This is business. We'll talk about Cookie Jar Insurance later.
If the buyer doesn't use the RSL and return the phone , he loses the case, you keep the money, and (eventually) you are refunded for the RSL.
If the buyer returns the phone, you refund and get your FVF back. No effect on your selling account, although the buyer can leave feedback.
Which takes care of 95% of Disputes.
If there is outright fraud, for example the buyer does not return the phone you sent but something else, then Customer Service must be brought in. And you can politely request that your problem be escalated to more senior staff if the rep is unable to help. Politely.
Now--Cookie Jar Insurance.
This is just setting aside a small part of every sale (in a virtual Cookie Jar) to cover the occasional problem.
In this case the problem is the cost of return shipping, the loss of value to depreciation, and the possiblility of fraud. Plus your time of course.
If a problem comes up, the costs are covered from the Cookie Jar.
You may carry business insurance already. I do* for one part of my business where my items are much more valuable than the cheap paperbacks and sewing patterns I sell on this one.
The virtue of Cookie Jar Insurance (self-insurance) is that you are not paying someone to do something you can do yourself, cheaper and more efficiently.
But basically, remember it's business, not personal.
Get the phones back.
Refund and block the dimwit.
Relist.
Resell.
Move on.
*Hugh Wood International of London, New York and Toronto. They also cover our personal art collection since they specialize in insuring collectors and dealers in collectibles. Highly recommended, but not for your line of products.
