Well, I did exactly what you wrote. Here's the "lip service" reply I got from the chat:
Hi @chasearooauctions, these kinds of situations can be frustrating and we do offer protection in some situations based on the details of the transaction and the history of the accounts involved. Often times additional documentation cannot be taken into consideration as there are challenges with verifying the documents or knowing definitively that the documentation provided is related to the item that was sold, or that the issue you are reporting was because of your customer.
We put our trust in our sellers to describe what they shipped accurately in the listing, and we put the same trust in our buyers to describe what they received accurately. If there is a discrepancy between these two descriptions, a return would be expected. Each member has an opportunity to provide their description of the item and additional information is rarely able to be taken into consideration.
Contacting Customer Service is the appropriate route to take to pursue protection, this simply won't always be an option. Every business has to deal with loss/shrink, factoring the cost into their business model. I know this is not the answer you may have been hoping for, but if Customer Service has reviewed your appeal and found that we are unable to provide compensation then this would be our final decision unless a mistake was made in the original case decision (ie. the buyer admitted in messaging to altering/damaging the item, sending back a different item, or taking some action that would disqualify them for protection).
