Something to share with other sellers: If you call customer service and they make a "ruling" against you, it's not (yet) like a court decision.
Here's a recent example. I sold a designer shirt. The buyer messaged me for my address for a return. I sent it. One hour later he did a return request claiming the shirt "seemed" to be counterfeit. A few minutes later he added that the shirt was obviously counterfeit and that eBay should do an "investigation."
I offered 1/2 price back in case he wasn't sure if it was counterfeit. He declined. I approved the return which meant I was paying for round trip postage.
Next he opened a case on PayPal. I got the shirt back a week later (I still don't know if it was genuine. Looks fine to me), and called eBay and asked for advice since I never had a return request on eBay and a case on PayPal at the same time.
The CS told me that when a case is opened on PayPal, the computer automatically closes the eBay case but in my case it failed to do so. Remedy: He closed the eBay case and let me do the return on PayPal.
Of course this infuriated the buyer, but that's an aside. I approved the return and PayPal got confused by instructing the buyer to return the item (he already had), so the case wasn't closed for another week. Unbeknown to both of us, he was actually refunded in the 1st 24 hours.
So he nailed my feedback with his broken English and I called eBay, got transferred to a specialist who told me the CS was incorrect in what he told me. He added that I should ask for a feedback revision to the buyer (LOL) and as for the defect removal I asked for, there was nothing he could do because it was actually eBay that had given the refund because a certain amount of time had passed since eBay CS had closed the case (the CS had actually charged me with escalating the return request, then closed the case in my favor).
I mentioned something about the reason there are CS jobs is because the computer isn't programmed to cover all the situations which occur. He said there was nothing he could do. (He was not a "level 1" CS. I had to get transferred to him).
I said goodbye, waited a few minutes to cool off, then called back. Once again I got transferred to the correct department, this time a lady handled the call (good, because I don't know the man's name from the previous call).
I gave her the details, this time without mentioning the feedback, and asked for the defect to be removed and my considerable FV fees to be refunded, as I had done everything eBay expected. She reviewed the case in 2 minutes, said I had done good, removed the defect and credited me the FV fees.
Have a nice day.