Returned a £60 product back but swapped their faulty one with the new one

I have buyer who recently returned a £60 product back to me, they returned a different coloured item in the same box, obviously swapped their faulty one with the new one. They first claimed it was faulty and then messages saying they think it’s second hand and that the colour is blue. They ordered silver. I only send out items that are sealed. The buyer didn’t open a return request and just sent me the messages, I did request that they send me some photos to confirm the outer packaging was correct or a mistake on my part. They didn’t not send any photos and simply sent a message saying they’ve posted it back and that I pay for the return.Where do I stand with the item not being the one I sent out?

Answer: Be very careful if this person writes a review saying that they think it’s second hand. This happened to me . Clearly not second hand as selling 50-100 units a day. Amazon took this variation off Amazon and asked me to write a plan. In my plan I basically denied it all, stating it wasn’t second hand – gave all invoices etc. Amazon rejected my plan. This same person wrote a second review on another variation the same. Amazon did the same. Suppressed the listing. I searched YouTube for tips writing my plan this time. Basically had to write a plan admitting fault and how I was going to make sure this never happened again 🙄 which was accepted and I can now sell this variation again. The original variation with the failed plan seems to have been blacklisted by Amazon they won’t even read any messages requesting this be looked at again. Just a friendly warning . This is a best selling sports product ranking #2 in its category and amazon have blocked it because of one review stating it was second hand!

beware having any feedback along ‘used sold as new’ lines. That spells trouble with suppressed listings and plans of action. Sometimes it’s less cost and agony to just put up with the occasional idiot customer like this rather than try and fight it and run the risk of more serious product listing implications. That’s ultimately your call to make but in my experience, the hassle of trying to deal with one-offs outweighs the small cost of just paying them off/closing the issue.