Hi Pheonix11 Thank you for your reply. The decision notice says the buyer must return the item but she's already had it 2 weeks and I told her in the beginning that she could return it. My argument to Ebay was that she can't be that bothered can she! Ebay have replied to my initial complaint to them but like thier previous emails, the repsonse was abrupt and illiterately written. I will follow up on your advice though so thank you for that. Mahy thanks!!

Hi All Sorry for jumping on the back of other peoples threads but I'm also desperately seeking a way of resolving a complaint I have with Ebay and their awful customer service. I recently sold an item which was in perfect condition. The buyer opened a case against me saying the item was not as described - total lies!! Nevertheless, I offered a refund if she returned the item. The upshot is 2 weeks later, the buyer still has the item, has not communicated further with me or Ebay resolution centre, and Ebay are still holding the paypal payment! Unbelievably they have decided in the buyers favour even though she has not made any effort to return it or reply to my emails. I'm absolutely furious about it and it appears there is nothing I can do. I feel like I've been robbed!!