buyer claims erroneously that I didn't list the fault, now wants a refund, I have declined

[annplodo_r7ynb]

Hi

I listed a jacket which has 2 zips, one of which is broken.  In the listing I clearly explained that one of the zips was broken but that the other zip was fine and the jacket was still wearable and usable.

The buyer has claimed on 3 occaisions that the jacket was 'completely unworkable'; each time I have explained that I believe I listed it accurately; indeed her first email was a photo which corresponded exactly to the verbal description in the listing.  Now, the buyer wants a refund, which I have declined because the item was as listed and she has not provided any further evidence of faults.  eBay is now telling me off for not responding to the buyer when I have already responded, declining the refund request.

I have looked on the help pages and not seen anything relevant, and tried using the bot, but that either sent me info from the help pages I'd already read that wasn't relevant, or offered me to speak to an agent when the agent link never worked or the bot then said 'all our agents are unavailable, please try later'.  When I asked later I didn't get told a time...

I'd welcome advice and help from other ebayers.

Many thanks!

[ruby*tuesday]

Best to just accept the Return otherwise EBay will just Refund the Buyer from your Account and you would lose your Ebay Fee Credit and end up with a Defect on your Account. EBay favours the Buyers because they are covered by the Ebay Money Back Guarantee. Once you have Refunded you can try and Appeal the Case. 

[annplodo_r7ynb]

OK, thanks. So how does appealing the case work if I can only do this
after I've accepted the return? That sounds illogical and making it
impossible for me to appeal. If I accept the return, what then can be my
grounds for appeal?

Plus I have offered the buyer several times for eBay to get involved in our
dispute before the buyer requested a return; for future reference, how can
I do this? If you happen to know I'd be very grateful to know, I haven't
found it on the help pages.

Thanks!

[tobiasd4]

Cases are automated, if you ask ebay to decide before you refund, you will lose. This is just 1 of the joys of selling on ebay.

You listed item as good condition, you did mention faulty zip, but most people & ebay will say good condition means NO faults.

[ruby*tuesday]

99% of Buyers win Item Not as Described Cases.

[ruby*tuesday]

Enter "Appeal Ebay's Decision on a Return" into Help and Contact at the very foot of the Page. Also look at "EBay Money Back Guarantee."

[annplodo_r7ynb]

Thanks. So Ebay does make refunds to sellers on whom they have previously
enforce a return decision? I don't want to know that the procedure exists,
I want to know that there are actual buyers who have had this experience.
Do you know?