Thanks I will keep trying but I don't like my chances with them, they just say nothing I can do and hang up. small claims or VCAT will be my next step which I'm very confident of winning. Like you said they won't want to be out $500 as they've already paid the buyer of their own mistake but what's the point in all these fees for seller protection if it's useless? I've sold almost 700 items over almost 24 years, bought probably double that. They would have got tens of thousands in fees from me over the years! On principle I will never use eBay again if they don't refund me, clearly too easy to be scammed.