If you're a seller any buyer can claim the item doesn't work or is damaged, eBay will almost always side with the buyer and you can end up losing the item as well as the payment the buyer made for it. Ebay reps will usually tell you anything to get you off the phone and different reps will tell you different stories. If you lose a lot of money due to ebay's ridiculous policies, you can take eBay to court for £25 - search Money Claim online and "taking eBay to court." - this is exactly what I'll be doing. There is no way that a buyer should end up with both THE ITEM and a REFUND and I lose the item. eBay needs to wale up. Pathetic service, untrained reps that will tell you the biggest load of rubbish, and an arrogant attitude. Awful company.