How to handle return for false claim of item not as described

[jaad_6732]

Ok i sold a buyer 2 listings and he filed a claim for scratches on a item in the first listing. The pictures were of the item he bought and clearly had light scratching on the item. I simply told him that he could return the item for the price of the item returned but he would be responsible for the shipping cost or i would give a partial refund for the item he wasnt happy with just to make him  happy ebayer. I refunded him 4 dollars and he accepted then filed a claim for the other item being defective or not as described. Without even giving me a chance to respond ebay approved the return within a hour of him filing the claim. He claimed when he put it together (it was together when shipped) it was clogged and couldnt smoke out of it. But in the messages for the first claim he said nothing about the other pipe and said it just wasnt what he expected and didnt say it directly but insinuated he used the pipe. If he did the item cant be resold and wouldn't  qualify under the ebay return policy that a item has to be sent back in the same condition it was received. To be totally honest if he dont like the item its of no real issue to me if he returns it for the cost he paid for it minus shipping and return shipping as long as he didnt damage the item. ebay has already issued me a fee for return. This is my first return as a seller and it seems over complicated due to a buyer not being honest. I filed a complaint against the buyer for not being honest about the return and blocked him as a buyer. What should I do next? 

[jaad_6732]

2nd message / The buyer sent you a message
Messagethe only thing that came I liked was the glass pipe all the rest just didn't like never used brass 1 plastic 1 seemed clogged how about you refund me 15.00 on all and save shipping really don't want the other stuff and we can forget ebay refund issue

[jaad_6732]

1st message from buyer /The buyer sent you a message
Message it just was not what I was expecting on both of the orders items had issues dents scratches so glass & stuff in the 1 was fine lets work out refund on the rest of the items and return method thanks sorry just not happy with the rest

[mycarolinavintage]

I understand your frustration with this transaction. You can dispute ebay's decision. It sounds like you may have been taken advantage of. After looking at your photos, it is not clear to me as far as scratches are concerned. I suggest you rev up your item descriptions immediately or this may happen again because some unscrupulous buyer will see the easy loop hole to use to get a refund. My suggestion for the future is to use lots of pictures as if there is no item description and describe your item as if there are no pictures. Detail the items with information you would want to know if you were the buyer. 

Good luck on your issue. I wish you some good in your resolve.

......................................

Today I will not judge.

[mycarolinavintage]

This may help.

https://www.ebay.com/help/selling/managing-returns-refunds/appealing-decision-seller?id=4369

[jaad_6732]

I added light scratches to the description but I only added one picture of the brass pipe but there was 3 or 4 in the listing of it. All I can figure is when I get the other pipe back I'm going to video opening the package and assess it on video. I'm not sure how to give a video to eBay unless the allow me to email it to them. But I am assuming I can't dispute it until I close the case because there's no option to do so. So I guess I'll call when I get it back. Not sure where else to go with it. First issue out of 94 items sold in 2.5 months. But if nothing else I'm learning the ropes fast and next time I'll know exactly how to deal with it. Experience has always been my best teacher in life.

[disneyshopper]

Take the video if you wish, but ebay will not even look at it.

Whenever a buyer states the item is not as described (and he doesn't have to provide any proof), you should graciously accept the return.  If the buyer asks ebay to step in, that becomes an unresolved case and you will have a defect recorded on your account.

[sam9876]

eBay doesn't look at videos.

[jaad_6732]

Accepting a return isn't the real issue as long as it isn't damaged as he insinuated in him messages. The issue is him lying to make a seller responsible for the return shipping cost and lying for me to return some of his money to get items at a discounted price. There has to be a reasonable effort by ebay to insure this doesn't happen to sellers. I'm also a buyer just as the person making the claim is and have spent a hundred times more money through ebay then i have made on here. I wont let people lie and manipulate me in person and I wont back down and take it online either. We are all faced with small and large trials each day in our lives and its the decisions we make on how we handle them that determine our character and strength as a person. If he was right i would graciously accept the return and accept the cost for my mistake. But I wont own his mistake. That's his and his alone to own.