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.

[andysgray68]

Customer services will contact you if you click the link right at the bottom of the help and contact page - office hours apply.

However, the buyer cannot expect to keep the shoes if you have made a request for their return, contact them again and politely explain that the legal title for the goods reverted back to you once they received the refund, and that you are now formally requesting the return of your property without undue hindrance or delay.  Remind them that ebay is acting as an agent between the two of you and that at no point did ebay hold the title for the goods - whether ebay failed to remind him of his obligation to return the goods is no longer relevant now you have stated that you want your property back.

You will be responsible for the costs of the return and it is important to act fairly and reasonably in order not to compromise your case should you wish to take it further in future.

Citizens Advice Bureau may be able to help you with small claims but start of with ebay support first.
Remember that the small claims will be the court local to you - they may well not bother to contest...