Buyer opened “item defective” return after confirming correct item/size sent
Looking for advice from experienced eBay sellers.
I sold a buyer a custom bundle of 3 items. Before ordering, we agreed through eBay messages on the exact sizing/details, and the listing was set to no returns.
The buyer received the items and told me they liked them, but said the fit was different from other items they own from the same manufacturer.
I confirmed that the items sent matched what was ordered, and the buyer then explicitly acknowledged in eBay messages that they received the correct size/details. Their issue is simply that the fit feels different from comparable items they already own.
They asked to exchange everything for a different size. I wasn’t able to offer an exchange because the items were imported, the listing was no returns, and an international exchange from the U.S. back to Canada would be extremely expensive.
The buyer has now opened a return for approximately C$442, but selected “Doesn’t work or defective.” In the comments, they essentially say that the item doesn’t fit the same as other products they own from the same manufacturer.
Because they chose a defective-item reason, eBay is only showing me options to accept the return or offer a refund. There’s no option to decline based on my no-returns policy.
I’m currently waiting to speak with eBay support and plan to ask them to review the messages where the buyer explicitly confirms that they received exactly what they ordered.
Has anyone dealt with this before? Can eBay reclassify or close a return when the buyer chooses a defective/INAD-type reason but their own messages show that the real issue is fit? Should I wait for support before accepting anything?
I have screenshots of the full conversation, the listing’s no-return policy, the order details, and the buyer confirming that the items received matched what was ordered.