Buyer returned item broken..

Sofiaf

Hi everyone please can i get a little advice. Long story short we sold an immaculate oppo bluray player to someone in sweden who when they received it stated it didn't  work and it was faulty etc. Turns out he had no idea how to use it or set it up and we basically had to talk him through it even though he had the manual. He then stated he couldn't play a dvd in it due to a region issue, anyway he basicallydidn't t do his research and purchased an item that he couldn't use which is NOT our fault but we decided to just end this all and accept a return (which he paid for)
 We received the player back yesterday and it is damaged (100% has been dropped) but the packaging is fine so i believe this was the issue all along but he didn't want to admit it. The BR player doesn't allow the remote control to work and we have established that is is not an issue with the remote control but the actual ir reciever(sensor) on the bluray player, plus he didn't send back the manual or bag it came in. Under ebay seller protection everything is in my favour as i can no longer sell on this item (he damageed it, didnt send back parts of the item and it doesn't work without the remote control) however everywhere i have read states even if i have all the proof in the world (which i do) they will still side with the buyer and refund him. Even if i appeal its unlikely we will get anywhere. So question 1) what can i do next if ebay wont help as i feel it'll be a breach of contract via their end and 2) how likely is it in my case that it will go in my favour? Thanks in advance everyone. 

LadyDee

Have you asked eBay?

Sofiaf

Ofcourse, they can't tell me whats going to happen in the appeals process as we have not got to that stage so far.