Declined a return of a modified item, then later buyer claim they did not receive the item

[garageauto31]

I sold a car grill and later buyer said the grill does not fit their car. I explicitly stated to double check the fitment, because I do not accept a return due to wrong fitment. I was still going to accept the return, until the buyer said they already painted the grill. There was a high risk of bait and switch element plus the item was modified, so I refused the return. 

Few weeks after the conversation, today I got an email from eBay that the buyer opened a request because their item hasn't arrived. I got their messages in eBay and screenshot them because it is clear that the buyer is taking advantage of the situation. Based on the messages, the buyer clearly received the item, painted it, but still weeks later opened a request that they did not get the item. I am also concerned that the buyer will maliciously leave a negative feedback especially because I am a new seller. What should I do to avoid negative comment and resolve the situation? 

[loveyourimagination49]

Good grief.
If they opened a not received request, just enter the tracking number showing delivered into the request.

[garageauto31]

While it is true that the seller opened a request after I declined their return through messaging, it turned out that they were charged twice. I refunded them right away. I don't know how that happened but after confirming the duplicate payments, everything should be square.

[parkersparrow]

Enter the tracking number where it asks for it in the case. I'm assuming you have the ebay messages from the buyer saying that they did get the item and painted it? Just call ebay and let them read those messages. They should close the case in your favor. Then once it is closed in your favor they won't be able to leave any negative feedback.

[mam98031]

When I first started reading your story I was wondering how in the world you pulled off denying a return.  I mean that sincerely.  Then I realized that the buyer never opened a formal Return Request within Ebay.  Because if they had of opened that Return Request, Ebay would have allowed the return no matter how hard you fought.  

So really you are VERY lucky.  So they filed an INR.  Those are so much simpler to win.  Do you ship with online tracking?  If you do, upload the tracking number to the INR and then CALL Ebay and have them close the INR.  It can be that simple.  It is one of the few effective seller protections we have.  But calling is very important so you can get the claim closed ASAP.

So that is your first step.

If you buyer does leave negative FB after you get that iNR closed, come on back and let us help you through that BEFORE you do anything.