I choose not to go in to a lot of specifics, however, I believe the customer service at Ebay is truly non-effective.
Their rules/regulations are very fluid and what holds true for one seller is not for another. To contact them is not impossible, but information has rarely if ever satisfactory.
You can speak to one representative and are told one thing and speak to 5 others about the same concern and receive completely different responses. Therefore, the outcome depends totally on which response you want to believe.
I have been very disappointed with Ebay on the customer service side.