Definitely not a good experience...

IMHO selling high end expensive items on ebay is fraught with danger. So many similar stories to this come up.

My personal rule is only sell on ebay what you can afford to totally lose.

Once a buyer claims that the item is significantly not as described (SNAD) there is very little you can do.

Ebay will notoriously side with the buyer in these things.

It is only you (not ebay) who can ask the buyer for photographic evidence and it is up to them to provide it. They are not compelled to do so. Ebay will probably take very little notice of any pics you do get unfortunately.

From this point there are only a few options for you:

1). Refund the buyer fully and they keep the bag (probably not what you wish to do)

2). Partial refund and they keep the bag, if you can get an agreement from the buyer (probably not what you wish to do either)

3). Accept the return at your expense and once you have the item back then refund the buyer in full including the return postage.

Ebay normally gives the buyer 5-days (I think??) to initiate the return. They will need to provide a return tracking number onto the return case in this time.

The item must be returned from the buyer with tracking. The tracking must show delivered when you receive it back.

If you do not have it back within a couple of weeks then speak with ebay again about it. Check any tracking status first.

Once you have the parcel back then make sure you only open it in the presence of a credible witness. Maybe your postmaster.

The witness should be prepared to sign a statutory declaration if you ask for it.

Have pics with you at the opening so that if its not what you sent it will be clear to the witness.

If the bag has been obviously damaged or some other bag has been returned that is clearly not what you sent then you can take it up with ebay. The ebay rule is that the item must be returned in its original condition.

You also have the option of raising a case with the Federal Police for online fraud, if you suspect that.

You can do this via The ACORN website. Provide the case reference number to ebay and the buyer.

https://www.acorn.gov.au/

Regarding PayPal holding of funds. This has been a policy for some time now for new sellers or for those who do not sell very often.

They will normally hold for up to 21-days or, in your case, until the dispute is resolved.