As a result I had an online discussion about the problem with them.
Afterwards they copied me in on the transcript.
All very good and laudable practice until I read this (my underlining)
We've sent this email to both your private email address and your My Messages mailbox on eBay. To help you refer back to the chat session, we've attached a
transcript of the session.
The transcript is visible only from your personal email. It cannot be viewed in your
My Messages mailbox.
