That's truly good to hear.

The pivotal point is always going to be having independent evidence, and the weight of the parcel proved to be exactly the right sort of information. eBay will also often look favourably upon a properly witnessed Stat Dec as the penalties for making a false declaration in Australia are serious.

As has been said, there really is no purpose in pleading with eBay on the basis of good feedback, good seller rating, etc. There are major sellers who are treated differently, of course, with laurels and champagne - but let's not sidetrack into that. The average seller with a good reputation and history is very very very unlikely to sway eBay CS reps by begging them with "But look at my excellent feedback and great customer service history! Believe me on the basis of those!" There are so many sellers who could make a special pleading that in effect there is no special pleading.

eBay's risk mitigation strategy involves by default not accepting a seller's fervent word, excellent feedback, admirable customer service, etc., if a problem appears to arise. The strategy is not based upon what is fair for the seller, only upon what lowers the overall risk for eBay. If sellers simply focus upon providing the sort of evidence that is disinterested, unambiguous and able to be produced as independent evidence, that is much more likely to resolve an issue in the seller's favour.

Thankfully, you were able to follow through with the evidence as requested by eBay. I'm truly sorry you had a distressing and futile time with eBay in terms of trying to persuade them to accept your word; at least you now know that's not a way you'll waste your time if anything like this happens again! Just think in terms of getting your evidence ready before you contact eBay, and provide it... and it should be much less stressful.

(I am glad that your dishonest buyer did not end up with an undeserved refund and a feeling of smug satisfaction at having got his/her way!)

TYPES OF EVIDENCE THAT TEND TO BE ACCEPTED

• Your own statutory declaration
• A statutory declaration by an independent (esp. authoritative) witness
• Independently verifiable information such as parcel weight
• Verifiable information from a third party considered to be authoritative, upon letterhead (or in form that can be verified, such as forwarded email from authoritative source).

Excellent result. I hope you've treated yourself to something decadent and delicious as an indulgent reward for getting this result.

(For some perspective... There are quite a number of responders here who have seen far far far too many sellers or buyers in a similar position - i.e., being faced with a loss (and sometimes also the knowledge that the other party to the transaction is gaining something through deception) when the right action can stop that result dead in the water. It can be frustrating to see advice that will more than likely get a good result simply ignored, or argued away, or diverted in some manner... and the overriding response from posters ignoring the advice tends to be "too hard" (or simply never coming back to post with an update, so that no one knows whether the advice was acted upon and whether the outcome was good). In all sincerity, it's always worth considering the responses from experienced and knowledgeable posters on this forum, and if you take on board the advice, it can end up saving you time and money and give a resounding sense of satisfaction when a fraudulent attempt fails!)