Shipping buyer protection and seller protection

Level 1
A friend of mine recently sold a $200 dollar item on here and shipped it across the states from where he lives. The person opens up a claim that the item is not as described. The buyer returns the item and when it arrived to my friend it wasn’t the same item but instead books. He doesn’t know what to do. Who does he contact and how would offerup know if the buyer is lying or (my friend) the seller. We’ve tried contacting the buyer but I think they’ve blocked us.
Community Manager

You'll want to reach out to our Payments team here.

Level 1
Alright I’ll let him know, i want to sell it through the shipping program but I’m afraid this will happen to me. Who wins in a case like this?