Ebay customer services is useless

[masheduprs]

Today ebay closed an item not received case from 1st of April saying I had not responded within 21 days (last communication was on 31st of May 3 days ago)
Can they do this and refuse an appeal for refund of payment.
Any advice would be greatly appreciated thanks

[john1297576]

You are supposed to Escalate to ebay for them to take over.

There is no need for messages backward and forward.

Failure to escalate and it is assumed that item has arrived and case will run out of time and close.

It would have paid to read and follow the instructions, however you have a second chance, open a Not Received Case with Paypal and ESCALATE after day 2 and but at the latest before day 20.