The phone reps (who are not eBay employees but are subcontractors) are working from a script and have no authority.
Go with the "chat" feature.
Those reps are able to research and find solutions much better than the poor sods in the call centre.
And you are also forced to state your problem clearly. Which is a good thing.
Sometimes just writing down the problem and seeing the important parts helps us solve it ourselves.
You may also find these reps more helpful.
https://twitter.com/askebay
https://www.facebook.com/eBay/
Your buyer wanted to return her purchase.
You have free returns.
You agreed but she did not return it.
You had not sent her a Return Shipping Label - which is part of Free Returns.
She opened a Dispute.
You did not send a Return Shipping Label.
The purchase was returned.
It is as described and resalable.
She asks for a full refund.
You are willing to make a partial refund.
EBay found in her favour.
She got a full refund.
You got a Defect for not cooperating with the return and refund.
Is there an error in that summary?
