Hello! I just need some solid advices on how to handle this situation.

I am an ebay seller for 15 years, i have 100% feedback and my little nitch in the market is bikes and bike parts. Last March, i sold a set of road bike wheels, older model , top of the line japanese brand.

The buyer got it within a week. No feedback, no message from the buyer. Fast forward to today , around a month later, i got a refund request, the buyer claims that , he just noticed the rear wheel is not true, and when he looked closer, he found out that a spoke is broken. He attached a close up picture of the wheel and a broken spoke but you can clearly see that the wheel was mounted, and it was out on some grassy area.

I sent it in perfect condition, nicely packaged . He got the package, unboxed it,, attached a cassette on it, mounted it, and he noticed that the wheel is untrue, and 1 spoke is broken???

What do i do? Ebay already approved the refund request without consulting me.

Thank you.