Most of the question come down to Claims for Item Not Recieved (INR) or Not As Described (NAD).
You have only a few hours (96 I think) to answer a Claim.
For INR, put the tracking number into the claim. Do not expect eBay to do this for you. They want you to actively give Proof of Delivery.
If you did not use tracking (and I rarely do) you will lose the Claim. Period.
If the buyer gave you an Undeliverable address, eBay does not require you to refund a single penny.
For NAD, tell the buyer to return the item for a refund.
If they demand a refund without return, tell them to file a Claim.
EBay will require you to send Return Shipping. If you do, and they don't return the purchase, you will win the Claim.
If they return the item, refund on delivery.
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.
Here are your options for contacting Ebay Customer Service. Please be aware that for social media CS, you send them a Private Message and briefly explain what your problem or issue is. Feel free to leave your Name, address, phone number and/or your email address in this message. It is private and secure and it may help to speed up the response for you.
https://www.facebook.com/ebay— 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.
