@roseblack wrote:
I also applied to eBay to have defects removed but was told that because I refunded them rather than replace the missing items, eBay could not remove the defects nor the feedback - seriously!
Perfect eBay CS response - as in, typically no clue what they are talking about. 
The eBay request system doesn't allow for replacements in any official capacity at this point in time, so when a request is open you can resolve it without using any of eBay's provided options, but you are then counting on the buyer to close the case to indicate they're happy (which not all of them do) - there are some changes to the system where they're introducing a proper replacement option in the US, but not here (go figure, all we're getting is the ability to automatically approve returns and/or refund buyers if they open a request, might be handy for some, but I won't be using it, and I'm really annoyed we're not getting the replacement option, because I've found that 9/10 that's what a buyer who genuinely hasn't received their items actually wants, with the disclaimer that stat is applicable more for items where doubling up on the order is of no benefit to a buyer. Some items are more susceptible to people wanting more at no extra cost, like craft supplies, sadly).
I would personally prefer buyers not to use the request system. Defect or not, I want to talk to them as well as provide a wider range of options than the request system provides for, and an automated style system makes all of that really difficult, because people don't have to approach the seller and discuss options, just tick some boxes and wait for the almost inevitable outcome. 😞
