Buyer is saying I sent a damaged item and I did not, with photos to prove it.

[creig.krist]

Hi,

I've never encountered this before, but I sold a Guess bag recently and posted it to a buyer, all was well.

They've just sent me three photos (two of which I don't believe show any damage) that show minor damage to the bag, which was definitely not there when I sent it to them, and is not present in my listing photos. (which were taken very recently).

They're saying they're very disappointed with my service and that the bag is irreparably damaged.

It was not at all damaged when I sent it to them and my listing photos show this.

I don't even know what I'm supposed to do now. I don't know how to issue a refund, I don't know how to respond to their claim.

I'd rather just issue a refund and have them send the bag bag, I don't want to deal with it, but I don't know how to enact this.

[creig.krist]

An update, I guess...

I sent them a message asking them to initiate a return.

They have not responded.

[clarry100]

That's good for now.
You have put the ball into their court now.
Just wait for them to open the return case now.
If/when they do that check that their reason given is for item not as described (INAD). Then if do accept the return. This of course means that you will be bound to pay for return postage costs.
Then wait for them to upload a return tracking number onto the case. They have 5-days to do this. If they don't you might stand a chance of getting eBay to cancel the case with no loss to you.
Once they do return the bag, and the tracking shows delivered, only then issue their refund.
Even if the bag as received is not in the same condition you sent it out in you will have to refund as this is very difficult to prove to eBay.
Make sure when you open the parcel you have a video camera with you and video it being opened up. Also have an independent witness with you who will be prepared to sign a stat dec if the bag is very obviously not the one you dent out.
It all sounds very elaborate I know but buyers will try this stuff on so cover yourself for the possibility of an appeal later or even a submission to The ACORN if necessary.
Good luck and please keep us informed of progress on this one.

[springyzone]

Do exactly as Clarry says.

There is a possibility that they are responsible for minor damage or are just angling for a partial refund plus the chance to keep the bag.

By offering them the opportunity to return the bag with tracking and get a full refund, you're calling their bluff & if their aim really was to keep the bag, just get a discount, then they just won't proceed with  the return.

Good luck.