Problem with reporting buyer during refunding

[partfinds]

I had false not as described and I was hit in service metrics.  I received return yesterday.  Retested recorded video. I went to refund buyer and as usual there is a link to click to report issue (to challenge the mark on metrics) and that link didn’t give me a window to write explanation at all. The result was as in screenshot- just disagreement and no side of the story. Comment section you see in the picture was Ebay auto populated and it was not what I filled out. I reported buyer separately in the link next to the left of transaction. Which reports are being taken into account: one during refund or one I made in the “paid and shipped” section?

[stephenmorgan]

Did you already refund or is that something eBay will decide?  Is this one of the things that can get you a Defect on your account?

[partfinds]

@stephenmorgan 

i offer 30 returns (this one free to buyer). Ebay doesn’t interfere with refunding (unless glitches). This item was returned undamaged- I refunded fully (incl . Shipping to avoid delays in case closing). However false report negatively impacted my service metrics report and I did block buyer and reported him for falsely claiming item was defective. I recoded video after return to show item functions properly and does nothing of what buyer described.

supposedly when you top rated and offer 30 days return they should make false not described cases not count against seller.