It is not an accusation. Most are a courier, a wrap that did not hold, or a colour that read differently on a screen.
You have 48 hours to reply
Use them. A store that answers quickly and reasonably settles most cases without anybody else being involved.
If you do not reply, the buyer can ask Metzee to step in — and at that point your payout for the order is held until it is settled.
What to send
Photographs of the item before you packed it. This is why photographing a packed parcel takes ten seconds and settles arguments.
The listing and what it said. If you named the flaw, say where.
Anything you showed on camera. "I turned it over at 14 minutes" is strong evidence.
What does not help
Arguing about the buyer's tone. Offering to settle it off-platform — that is reportable and it removes your own protection too.
If the buyer is right
Say so and sort it. A fault handled quickly costs you one order. A fault argued about costs you the review as well.
If the buyer is wrong
Say that too, with the evidence. A dispute decided on evidence is not a mark against you.
Questions people ask
What does the hold mean?
The payout for that order waits. Your other orders are unaffected.
Can I refuse a return?
For the five covered faults within seven days of delivery, no. For a change of mind, that depends on the item and your listing.
Do I have to offer a replacement?
The buyer chooses between money back and a replacement.
Does a dispute count against me?
A pattern does. One does not.