Earlier in the summer I had an eBay buyer file an item not as described on an item that I felt had been described perfectly. Four eBay CSRs agreed with me, (I continually followed up on this hoping to ensure that this would not be settled in the buyer's favor) but the case was indeed closed out (apparently by a bot) in the buyer's favor.
I immediately called eBay and asked to appeal the case, and the appeal was actually done over the telephone and it was immediately ruled in my favor.
At that time, I was told by the CSR handling the appeal that even though the buyer had already shipped the item back to me, that the return shipping would be credited to my PayPal account by eBay. Let it be noted that the buyer used a Premium service (UPS) to send the item back when the item had been shipped to him via USPS at a much lower rate.
I was going over my eBay bill for June today and I noticed that the money for the return shipping had never been credited back to my account. I called eBay once again, and had to once again be escalated to a CSR who handles appeals.
This time, a different CSR told me that eBay does not credit shipping once the item has been sent back - a completely different answer that I got from the CSR who handled the appeal, and there was nothing that she could do.
I asked to be transferred to a supervisor, and she told me that there is no supervisor, that she serves as the judge and jury. She also told me that she did not have the power to give that shipping refund. She noted that she did see the records noted that I won the appeal.
This is another example of how misinformation is doled out by CSRs and how eBay lies to sellers, and another example of how eBay does nothing to protect sellers.