How do I get in contact with someone who will listen to my complaint and not produce automated reply

[liz-lou-r]

I have been an ebay customer for years but have encountered a shocking issue with a buyer. To cut a long story short the buyer didn’t want the item. I provided a postage label for return. They didn’t return the item because they say the label wasn’t for a heavy enough parcel. No one contacted me to say the return label wasn’t good enough. The buyer didn’t return the parcel and eBay awarded a full refund. I have tried to appeal but can’t speak to anyone because of Covid-19. When I contacted them via email to ask how I appeal they replied to say your appeal has been rejected (I hadn’t made an appeal). I have written a letter explaining my situation but they just replied saying I had already appealed (I haven’t) and that my postage label wasn’t good enough. I have since contacted them to ask for evidence of when they told me this but they refuse to provide it. I am so frustrated. I have taken advice from my solicitor and watchdog but wondered if anyone had any advice in the meantime to save me fighting a legal battle.