eBay policy for protecting sellers need an improvement

[chevs_us]

I sold authentic bag and buyer claims its fake - I requested to send it back (I purchased bag in store so I know claim is false).  Now almost 3 weeks later I got nothing back from buyer but also my funds on hold with eBay.  After several calls now I am told that other department needs to review my case before my funds will be released.  There been no emails from eBay and 2 days past after buyer had to return the item.  I call eBay and now I need to wait till someone will review my case.  I think this service needs to improve - I should not make calls and escalate again to get my money.  There should be an automated system - feels like seller is not protected but seller is the one who pays eBay fees.  Did anyone had similar situation?  How long did you had to wait to get your funds? 

[wooden_flower]

You don't need to call - the policy says specifically they will not close the case manually, and may hold it open up to 35 days.  So it is best to just wait it out.

"Once the return is accepted, we'll provide the buyer with a date by which they should ship the item back to you. After 15 business days, if we don't see any indicators that the item is on its way back to you, we may close the return and protect you from negative feedback. Some returns may remain open for up to 35 business days. Returns cannot be closed at the request of a seller."

https://www.ebay.com/help/selling/managing-returns-refunds/handle-return-request-seller?id=4115&st=1...

Was you item sold to a US buyer?  If so, I would ask eBay why the authenticity guarantee was not applied.  This would have prevented the return request.  As far as I can see, your item should have qualified.