On Dec 8, 2019 at 3:21pm PST we received an order for a Atelier Paris Chair - Bolier & Company (283700969070). We entered the tracking for a blanket wrap, white glove delivery with FragilPac. However the driver called to say that he had come down with the flu and had pulled over and was resting but would be delayed. We told this to the buyer and he sent an inquiry to Ebay questioning if h would get the chair. So we re-booked with a freight carrier, placed the chair on a pallet and shipped it. We were unable to place the new fright carrier in the order. We called Ebay and alerted them to that fact and were told to try again later. We tried for 3 days to replace the shipper in the order. We called again and were able with the help of a better trained operator to get the replacement shipper into the order. We had also sent the buyer the pick up receipt for the chair so that it would be in the Ebay system as there is no way to make good order notes in that system. So at this point the buyer knows it is on its way and Ebay knows because of the 2 phone calls into them to change the shipper info. However, on Jan 6, ebay refunded the customer. I called in that day and spoke with Representative Jon. I asked specifically what I should do.I was told 1. "You are a valued Seller" 2. "Ebay will stand by you" 3. "Contact us when it is delivered and you will be paid immediately" 4. " We have a way to collect for you through Paypal" I kept in contact with the Buyer whose responses to my delivery updates were "fine" and "It does not matter when it arrives as I got my money back" to which we responded that he would be recharged. My next contact was with Bowther Jon at Ebay when the chair arrived and was refused by the buyer saying he had "cancelled" the order. Noone at Ebay or the buyer ever used the word Cancel until this point. I was told by Bowther Join that I had done the right thing and that he would get me paid as soon as I could send him the Proof of Delivery document. We sent that in but were not paid as promised. Tracking: ID12186552 PRO 397798919 I called in again and was told that it needed to be reviewed because it was over 1000.00. I called again and was told this time that the decision in my favor was reversed. I was put through to Leanna who heard the entire story looked up all the messages and documents and I was told: " this order was never cancelled" "we will be deciding in your favor" I was told that my "funds would be available in 4-5 days". When the funds did not arrive I called again and spoke to Mei (may) who informed that the decision had been overturned at corporate. I asked to speak to her manager and she came back on the line to say her manager had reviewed the case and was manually entering the claim. And "you will receive your funds in 4-5 days" At this point the shipper wanted another 450.00 to return the chair back to the East Coast. I had to make a decision and expressed my concerns to Ebay. I was told " 100% you will be honored for this sale". I called back today and once again got LeAnna who informed me that once again the claim had been overturned by Corporate Ebay, and apologized that no one had contacted me to tell me. Each and every step of the way, we have kept Ebay informed, reached out for guidance, and did exactly as instructed. Exactly as instructed. It is a challenge to have any problem with Ebay as more often than not you are speaking to someone overseas and their language skills and training range from passable to excellent. Both times we have had issues, one technical and this experience were hindered by the representatives misreporting the correct steps for us to take. But Ebay Corporate does not have these excuses. Ebay either stands behind what they tell their Sellers or they dont. They obviously did not in this case. It is unethical to have no way to contact or appeal a decision that overturns a positive outcome for their Sellers. Adding insult to injury, they marked the Order a defect !!!!!!