I received a defect because I followed the "fool proof" instructions from an offshore eBay agent

[affordablesterling]

I was told that my seller protection would prevent the buyer from getting their money back on a "not as described" return case when there were emails from the buyer having remorse for not reading the listing to see that what we sold was different than what they had.  So I followed the offshore agent's advice, which he said was absolutely the truth and he is a "master" of these return cases having worked for eBay in the returns and claims for 3 years.  

Well, needless to say he was full of it. Nothing he said was right and we ended up refunding the customer, paying for the label, and getting a defect which took us out of TOP SELLER category. 

A US agent said they can remove the defect if I call them back, but the ebay system is blocking me and only allowing emails or call backs 7-4PM M-F (when did this happen?).  Their automated attendant didn't have the category I needed to chat about.

How, as sellers, are we going to survive eBay's junky automated assistant and idiotic AI software that can't tell its butt from a hole in the ground when you report a fraudulent listing?  It's like eBay is avoiding responsibility and taking the easy routes of doing nothing thoughtful.

[comics-scifi-collectibles · Accepted solution]

@affordablesterling. Always ask for help here first and we will tell you how the ebay policies work. 

Agents often say what a member wants to hear on the phone in hopes of getting a good feedback.  

I doubt the defect will be removed.  😞 

I recommend social media to contact eBay as the agents are more experienced. 

Here's how to contact eBay customer service:

eBay agents are working from home so you have to request a call back or live chat.

1. CLICK THIS LINK:
https://www.ebay.com/help/eua?id=5275&mkevt=1&mkpid

2. Request a call back

3. Or you can also contact customer service by sending a PRIVATE message on social media. Customer service verifies your identity before responding.

https://twitter.com/askebay

https://www.facebook.com/ebay

[affordablesterling]

Thanks for the link, I got an ONSHORE agent who actually saw the previous notes on my transaction and efforts.  It "sounded" like they understood and forwarded a request to remove the defect removed.  I'll report when I hear back in the next 48 hours.  Crossing Fingers.