Buyer openly admitted to breaking eBay terms of service, eBay still refuses to refund my money

[monogrvm]

So I sold a luxury item for $1,250 and the buyer receives it and opens a return case due to the item being damaged. The buyer sends pictures of an item that is not mine, then sends a picture of my item that is photoshopped with a rip on it. I am not an experienced seller at all, so i dont know how to handle it from here. eBay says i have no further actions as ive already submitted an appeal and they ruled in the buyers favor. multiple ebay employees telling me that i am in the right and the buyer broke terms of service by saying that he repaired the damaged item... yet i still got denied my refund. i am now out almost $300 USD in fees and shipping. PLEASE HELP!!!

Also, the buyer left me a nasty negative feedback. how can i get it removed? its my only negative feedback, and eBay wont let me leave the buyer anything but positive feedback.. what is going on!?

[mam98031]

This is such a mess.  Ebay is so focused on the Service Metrics that they have lost their way IMHO.  They are ruling on claims that should not be in favor of the buyer and allowing SNADs to remain SNADs when the buyer has clearly should have filed a Buyer Remorse return.  Even when the evidence is CLEAR.

For example:

Buyer files a SNAD stating they received the wrong size.

With communication, the buyer sends the seller a picture of the item they received.

The purchase record ON Ebay shows the buyer purchased a 3.4 Oz Cologne.

The payment record [from PP] shows the buyer PAID for a 3.4 Oz Cologne.

The PICTURE the buyer sent the seller shows a 3.4Oz Cologne was received.

The buyer insist they purchased a larger size and they were confident they paid for the larger size, even though ever record shows the buyer did not order a larger side.

Ebays position on this.  It was NOT CLEAR that they buyer got the size they ordered.

Are you kidding me.  This is all just crazy.  Your issue should not happen and the one I just described just should not happen.  Ebay needs to be a whole lot more reasonable.  But in this process of implementing this new Service Metrics, Ebay has become extremely unreasonable in the return process and how it is applied.

[grayirongolf]

The buyer probably opened up a dispute hoping you would just give your item away, instead of you fighting the system & paying the high return shipping cost.   

Some of these people know how to play the get eBay items for free game.  

[monogrvm]

Someone has reached out to me from askebay's twitter to try and help, but it being the holidays I assume I wont get any real answers until next week... the saga continues.

[baantiques]

Looks like the buyer violated policy with that feedback comment. If you call they should at least remove the comment.