Buyer uses feedback extortion in order to demand a refund. Buyer either didn’t look at pictures and description in listing or intentionally ignored them. Immediately complained about item condition, despite being clearly listed and depicted. Sent message demanding a refund while keeping the item. Return was never opened. Buyer will also leave negative feedback before the message as leverage (removal if a refund is processed).

Just take the hit on the negative feedback, don’t play their game.