I need some advice. I had a buyer order a large toy building set. I purchased shipping through Amazon, it was shipped early and arrived early. Immediately upon delivery, the buyer files a 'Return - No Longer Needed'.

I advise all buyers to ship back the sets unopened and undamaged to avoid a restocking fee. I ask that they use the shipping box that I provided; which should be easy considering it was delivered only moments ago.

The item was returned in a different shipping box. The product box inside was scuffed, scratched, front face was concave, etc. It was not wrapped in the bubble wrap that we ship it in, invoice sheet was gone, etc. The shipping box was filled with kraft paper which we don't do. Unusual since they had just received the item. We then weighed the set and the weight was off, and we compared back to the images prior to shipment. This set was not the one we sent out and we have no way of knowing what might be going on inside the box without destroying the product. I would not feel comfortable trying to sell this to someone else.

What would be the right course of action here?

A. Do I notify the buyer that they may have 'mistakenly' sent us the wrong set, citing the differences in packaging, pictures, and weight. They can send us the right set undamaged for a full refund (less return shipping) and they can send a label to have the wrong set returned to them.

B. Since it's probably open and played with at this point, the refund is zero, materially different, and they can still send me a label to have the wrong one sent to them.

C. Am I waiting for the Amazon system to auto-refund the buyer and I file a Safe-T claim?

There is one more consideration. We are a small business and all our reviews are 5 stars. But there aren't too many reviews. Of the 1000 orders we fulfilled the last 12 months, we only got 1 review. So I am concerned that one bad review from a malicious buyer drops our positive rating for the year to 50%.

Thanks for the advice.