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.

[red_magpie]

eBay didn't communicate with me and didn't ask for any proof of my purchase!

EBay must have informed you that a case had been opened.

Their stated policy, which you accepted in the user agreement, is that unless they can determine that the item was as described they will find in the buyer's favour. No evidence is required. EBay doesn't ask for, and from what sellers tell us, doesn't take much notice of evidence provided by the seller. EBay would probably say that, even if you could provide proof of purchase, they can't determine that it was for the same shoes you sent to the buyer.

I'm afraid the reality for sellers is that, as eBay never even sees the item, it's become almost a forgone conclusion that they will support the buyer.

You also accepted in the user agreement that eBay would decide whether the buyer has to return the item. If you don't agree to the return and send the buyer a prepaid return label, eBay will enforce a refund without the item having to be returned.

You are right to feel that sellers have little protection in this situation. EBay's money back guarantee is heavily weighted in favour of the buyer, and wide open to abuse. Even if you had sent the buyer a return label, many sellers have alleged that buyers have returned different, worthless items - but that eBay has still enforced a refund.

EBay has become a very risky place to sell anything of value.