Mercari complaint: The description was Inaccurate

I purchase a Coach bag that was stated it was like no when I received the item it was old I contact the company right away to inform them and I sent them screenshots as well as the photo of the merchandise that the description said like new but the bottom was faded and have marks and I asked for a label because I wanted to send it back and return it so I can get my refund they refuse to send me my refund as well as they refuse to send me a label for me to send it back.

Inform me that I needed to send more pictures I sent all the pictures to show the problem and they still refuse to give me the label to return the merchandise so I can get my refund and when it says like new that means no flaws and not in the original package without the tags she didn’t say gently using her description I sent them the screenshot as well as the screenshot of her description of the bag I want my money back and I want to send them this bag back because it’s not likely new she didn’t say gently use or Fair she said like no that is not like new.