The phone reps have a terrible reputation for getting you off the phone as soon as possible even if that means giving you the advice you want to hear instead of the advice you need to have.
https://www.facebook.com/eBayForBusiness/ — Message button in upper right on landing page.
https://www.instagram.com/ebayforsellers/
https://community.ebay.com/t5/Selling/How-do-I-contact-Customer-Support/m-p/32016431#M1783851 -> Automated Assistant, type AGENT -> enter. You will then get more options.
The social media Chat accounts are covered by trained eBay employees with some authority.
And you get a transcript so you can compare what you heard with what you were told.
The robots seem to have skipped a step in the second Dispute.
Were you asked to supply a Return Shipping Label?
If you demand the return of the item before refunding, even if eBay sends the label, the cost of the label is refunded if it is not used.
And you can make that demand even if you have a No Returns policy.
Did you respond within the second Claim and explain about the refused item?
It's not that eBay's right hand doesn't know what it's left hand is doing, it's that eBay's right hand doesn't know it has a left hand.
