So my defence “would make the reader (and probably ebay) think that the buyer does indeed have a reason for complaint.”

That's precisely THE problem.

A trading web site needs to deal in facts, like contracts.

Do not make INCORRECT presumptions according to your feelings.

I asked a simple question. I did not expect biased ignorant thoughts & feelings!

I think there is a palpable absence of integrity on this web site!

Note, The fact that your bias makes me angry does not make buyer's claim right.