I asked Ebay to step in for my first NAD return request that I received. I felt the item was as described.
What happened was when I asked Ebay to step in - within 45 seconds the case was closed out to the buyer and I had to accept the return and refund.
Not only did I earn a defect for the NAD return request, but I earnt another defect for case not resolved by seller - this is the instance where you earn 2 defects for one transaction and you are only allowed 3 cases not resolved by seller per 12 months - any more and you do not meet the minimum requirements to sell on Ebay.
When you ask Ebay to step in - no actual person looks at the merits of your case - a robot decided and from what happened to me and what I have read on the boards is that the robot decides in favour of the buyer every single time, within seconds.
I was fortunate that the robot system, after deciding in the buyers favour, directed the buyer to return the item to me, which thankfully he did and I got to get my item back and had to give him a refund.
Although it hasn't happened to me, yet, I have read of cases both on these boards and the US and UK boards where the Ebay system said the buyer could keep the item and the seller had to refund the money as well. So seller had no item and no money. Buyer got to keep item and got refund from seller as well (Ebay just take it out of your PayPal account to give to the buyer)