Defect Removal

[gunpartscorp]

How do we address the issue of defect removal when it is an ebay glitch causing it? I received a defect because the customer was told to wait for seller approval on a return, when we keep our settings on accepting all returns, all the time. All my customers are able to start a return and print a label accept this one. It happened during a holiday week and of course no one replied, allowing the customer to escalate the issue and being issued a refund without returning anything. After an hour on the phone and finally being transferred to the defect appeals department, she said we didn't reply so we get the defect. We always respond to our cases and we do not ever require an approval for a return, so what do we do in this case? It is obviously ebays fault, but she wouldn't do anything about it! To top it all off the customer escalated and was awarded the case on Christmas Day! Are holidays now considered business days? Shouldn't we have been given an oppurtunity to have our settings looked at to prove we always accept returns?