True unfortunately, I remember in about 2009 or so I reported a problem with the item I bought off someone and eBay refunded me straight away, no hassle.
Just the other week I returned something, unfortunately my dad was the one who posted it off and didn't use tracking.
Seller claimed it didn't arrive, started a case with eBay and had to jump through a load of hoops, had the receipt as proof that I sent it. Rang eBay a bunch of times, got a notification that a decision has been made on the case and it's in my favour, but told me to send it tracked, but how am I meant to do that when I've already sent the thing back??
Anyway after ringing again, they gave me an email address to send a picture of the receipt to, did that and heard no more, got a notification a few days later saying the case has been closed. Lost £50.