In instances like this you should be protected, as ebay are ultimately in this scenario trying to protect you.
https://www.ebay.co.uk/help/eua?id=5275&mkevt=1&mkpid
The link I have posted is to customer services, lines are now open until 6pm or from 8am on weekdays.
Personally I would speak to CS so they can assist you in this matter.
My business was a finalist in the ebay business awards 2023.