i was scammed by buyer using buyers protection scheme

[mariia6578]

i sold an item (original Gucci loafers) on ebay.

the buyer scammed me using eBay protection scheme. 

He claimed they are fake and requested a return/ refund.

I have a receipt/ proof of purchase. But eBay didn't communicate with me and didn't ask for any proof of my purchase! I have a reciept for the shoes bout online from gucci store.

they just debited money! And buyer now refuses to send my shoes back. He claims that he wasn't told to send them back by ebay. So he kept my shoes and my money. It is impossible to get in touch with ebay. I am devastated by how unprotected and helpless i am in this situation.

buyer tells me that ebay didnt tell him to return the item and that they told him thet refund was donr by ebay not by me.

I was selling my belongings because i need to survive during the pandemic, its not my bussiness.

I lost my expensive shoes and money.

I feel scared that as a seller you seam to be not protected at all.

i dont know what else should i.

How do i speak to ebay customer service ?

Update: the issue was resolved directly with ebay an i recieved a refund.

[john1297576]

I am afraid that it is your fault, you should have dealt with the case when opened, not dealing with it and buyer escalates to ebay. Ebay will refund on the assuption that you do not want item returned.

Nothing ebay will do now, you have paid a selling fee for nothing and have a damaging defect on your selling account.

You are now stuck, to get them back you would have to send the buyer money to post back with no guarantee that they would not just keep the money and do nothing.

When a case is opened, whatever you may think you must deal with it and appeal/report buyer to ebay afterwards. Whatever ebay do, if anything it will not recover your money.

As a seller you have to accept that ebay will virtually always back the buyer, I doubt that one seller in a 1000 manages to win in this sort of situation.