I sold an item on March 3. Buyer decided to request a refund on April 1. In our conversation I told him to wait, because delivery from Russia may take up to 3 months, hence at least 2 months of waiting is completely normal. He escalated to eBay, they decided to refund him. 1 month+ later according to tracking number parcel was delivered and received. But since more, than 1 month has passed I wasn't able to appeal eBay decision. Since then I contacted them numerous times asking who is responsible for this situation - is it my fault that they decided to refund the buyer and after the parcel has arrived not refunding them back to me. And it looked like all those people who answered my questions were completely incompetent, they just copy paste same text all over again not giving me exact answers. 1) They told me to use a better shipping service and ridiculous stuff like that. 2) They advised me to contact the buyer again and again, although he wasn't answering. 3) They were constantly suggesting me to call PayPal, even though refund was held by eBay and PayPal can't change this decision (at least that's what PayPal told me in customer service). 4) And one last thing I've asked if it's possible to get rid of "eBay Money Back Guarantee service", sine PayPal support told me it may be possible via phone call, they simply ignored this questions multiple times. They just told me they are not providing phone call support for RU region. I asked that, because PayPal informed me that they would have refunded this money back to me, because tracking information confirms delivery. That way eBay refund system looks like a hoax for sellers, it can't protect them. Hence I'd like to know if it's possible to return the money/sue eBay for that decision or this behavior is completely normal and specified in "seller agreement"? And I just need to take this as a fact and clarify somewhere in my future listings that delivery may take up to X months (though I doubt it will somehow influence eBay decisions on refunds)?
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