Just happened to me. Received an email from ebay saying a buyer wished to return an item SNAD and to contact the buyer to sort it out. Their message also said that the item needed to be returned before a refund would be given.

I was given 4 options to choose from and chose Contact Buyer.

The item was damaged  - I missed it ( a slight tear under the zip) No Excuses!!!- my bad - would have refunded immediately had the buyer contacted me.

I contacted the Buyer saying I was very disappointed that she had contacted ebay before contacting me,  given that she is also a Seller, and should know about the defect system.( I know -  wait before responding.) I shouldn't have written the message  the way I did and apologised for it in a later message.

She was very apologetic (genuine buyer) and didn't know anything about the defect system.

Anyway, when I explained where to find the information she was very apologetic that she had caused me a possible defect and wanted to know how she could get ebay to reverse it. She also said that she would pay the return postage after I said I would reimburse that on receipt of item.

I know - I brought this upon myself!! As if the ebay rules aren't enough.LOL

We will wait and see.