Buyer purchased a brand new Xbox One game from us. Upon receiving it, they accused us of sending a "super scratched up" game. We asked for photos, as the item was sealed and there's no way it would have been damaged, unless by post. Buyer's response to a photo request was an ALL CAPS one, telling us we are disrespecting them and they'll contact their lawyer (haha). We insisted we need a photo to assess the damage. Customer eventually did. The photo was clearly NOT an Xbox One disc (as they are blu-ray discs, and the one in the photo was a DVD), and was definitely scratched up by a human. Travel would not cause the damage shown. We are a professional video game distributor and supplier of used and new games and have seen it all. We informed the customer we would not be issuing a refund until they return the item, in which the buyer continued sending us angry and threatening messages.
They opened two A-Z Claims, both were denied as the customer did not open a return request. Eventually they did, and a day after we authorized it, they told us they already sent us the game and demanded a refund. We once again told them we can't refund until the item is returned.
This guy did not let up, continuing to message us in all caps, threatening and accusing us, all the while they just needed to return an item for us to review.
It became clear they have tried to defraud other sellers, but we are the first ones that didn't put up with them.
As of today, 2 months after they first reached out, we still haven't seen the item returned and every once in a while get a little threatening message, just so they know they are still there.