Fraudulent Return and Forced Refund

[hjennerway]

I sold an apple watch series 4 a few weeks ago. It was listed as "excellent condition", used. The buyer messaged me after winning the auction to all say he didn't have time to check the photos properly but could see there were a few scratches from the pics. I confirmed this via message - that there were a few surface scratches but no deep ones - you have to hold the watch up to the light to see them and they're not visible with every day use.

I received £170 for the item and paid £7.50 to post it out the next day via special delivery. The buyer opened a case against me on receipt stating it was SNAD and that it had "many scratches" which is not the case. I refused the refund, eBay decided in his favour anyway and today they issued his refund. I've removed all funding sources from PayPal and eBay and transferred the money to my bank account so I think it's safe.

I disagree with the decision, but for an easy life, was/am willing to refund the amount, minus the postage and PayPal fees, which I cannot reclaim. I've spoken to two eBay reps today and emailed customer service 5 times explaining that the item I received back is actually more scratches - as though he scratched it out of spite and that I'm not willing to pay the postage or PayPal fees as I can't claim these back. The first rep said to send him an invoice (I said this was unlikely to work, and he subsequently messaged me explaining the issue was between me and eBay). The second rep was completely unhelpful and I've had varying advice via email.

I'm really out of options at this point and I have three issues:

1. The item WAS as described, and that without an objective list of criteria to define "excellent", everyone's interpretation is different. I'm not aware of such a list despite asking customer support. Excellent to me is "charger, straps etc included, works perfectly, screen not cracked or significantly damaged"

2. The item was more scratched upon its return

3. Paying the postage fees and PayPal fees will leave me £12.57 out of pocket. 

I've been an eBay member for over 10 years and after this, there is no way I'd ever sell anything ever again. I've explained the history many times to various reps and the worst I've been threatened with so far is a debt collector. I don't fancy having a debt collector turn up and having to explain to them. I hoped my reputation and history would count for something. ☹️

[lumezlumez]

I have had a very similar experience with Ebay although my item was not as valuable. I sold some eyelashes which the buyer requested to return saying that the item was missing an eyeliner, despite me making it clear I would not accept any returns, which it didn't actually come with. I sent her a link to a YouTube video to demonstrate how the lashes were to be applied. There was no response from her so after a few weeks I asked eBay to close the case at which point they sent her a returns label, refunded her the full amount including postage which I had already paid and then charged me for the additional postage of it being sent back. The item came back to me, clearly used rendering it unethical for me to sell on, so I am out of pocket for the item as well as two lots of postage. When I made a complaint they said there was nothing I could do. I expressed my dissatisfaction with how eBay dealt with this whole situation and won't be using the selling platform again. It seems there are no rights or protections for sellers at all. I am out of pocket because a buyer failed to read the very brief description supplied. Disgraceful.