Ebay are thiefs.

[shoaltech]

I had a buyer return a very expensive item with some damage. I tried to deduct the damage but the process kept failing. So I contacted Ebay to help. The agent said he had successfully issued the refund with the deduction and there was nothing left to do on my end.
This morning I got a message saying the case had been closed in the buyers favour. Not only was the deduction not made, I didn't receive my FVF back, which was over $600. 
I have contacted Ebay who have told me a whole bunch of BS about how the FVF isn't refundable if the buyer opens a case. I have tried explaining that it was me who contacted Ebay and not the buyer but have been given the run around.

Suggestions on what I can do? It's a lot of money to lose.

[eol-products]

As we can't see the OP's transcript we can only go by what they originally said was the reason for contacting ebay and that was due to not being able to do the refund themselves. 

[gutterpunkz05]

Hopefully, the OP won't also get hit with a dispute resolution fee.

No idea what the damage was  or how the OP attributed responsibility to the buyer, if the damage was in transit, was it covered against damage, was packing suitable, did the buyer receive the item damaged,

why was it returned, etc etc.

Can they write the loss off, self insurance......

so many unknowns

[imastawka]

Found this in my travels -

To issue a partial refund:

1. Go to your Returns dashboard.
2. Select View return details beside the item.
3. Select Decide what to refund.
4. Select the percentage you want to deduct from the refund amount.
5. Add a message to the buyer explaining why the refund wasn't full.
6. Select Refund now.

If eBay steps in to help, we may ask the buyer to return the item to you. You will no longer be able to issue a refund to the buyer even if you qualify to give partial refunds under our seller protections.

How to handle a return request as a seller | eBay

[bestbuyaus]

I would talk to NSW Fair Trading as eBay come under their jurisdiction.

I would be seeking a goodwill refund of the fees on the basis that the eBay representative appeared to not appreciate the full consequences of a partial refund in relation to the FVF and was negligent in not advising you of the implications at the time you contacted them to process the partial refund.

I have contacted NSW Fair Trading with favourable results in the past. They have direct contact with an eBay representative in Australia.