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.

[rusticrye]

Ebay can have no idea what you actually sent as they were not present when sent or received, so have no choice but to accept a buyer's word for it when they claim Not As Described, as per their Money Back Guarantee.  They cannot get into disputes between you and a buyer.  Only a judge can decide if a buyer is a liar or scammer.

You agreed to comply with the MBG when you registered your account. If you dig your heels in and refuse to offer refund on return, Ebay will either force you to pay for a returns label, or they will force the refund without the need for return. You will also have a damaging defect slapped on your account for failing to comply.

This may sound unfair, but it's the fairest it can possibly be.  The MBG is a very good thing (although you may not think that at present) as it gives buyers the confidence to shop with you and every other Ebay seller.  Without it, you'd be lucky to sell anything at all. In fact, without it, Ebay would no longer exist.

As you failed to agree to refund-on-return, you will have to deal with this outside of Ebay. Start by sending the buyer a tracked postage label (you can buy one from any carrier online, and email it to the buyer), and tell them they have x days in which to repackage the shoes and get them in the post, otherwise you will be forced to take legal action. If they fail to do so, send them a 'before action' letter by Signed For post, giving them a fixed timeframe in which to return, otherwise you will take them to Small Claims court to recover your loss and all court and other fees. If they still don't act, take them to Small Claims court. The process is simple, and can be started online.

@mariia6578