Why do you need chat ???, buyers who want to get their issue resolved will work with the seller anyhow to come to a solution but nowadays the buyers have become very arrogant and highhanded that they treat the seller like their servant and they have also come to know of the ebay loopholes and are exploiting it to the full extent possible. When ebay guarantee was started there were 2 alternatives given by ebay, either replacement or refund will be given to the buyer but if you see ebay only gives refund, no replacement options are offered to the buyer at all. eBay just makes money at the expense of the seller, this is bad.
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