Hi. Sorry to hear of your troubles. Since you have an eBay Store, you do get a Store Rep to talk to, not just the eBay chat.
We used Marketworks a long time ago, under the old regime & it was not very good as to their Sales Reports etc. I understand however, they are under new management & doing well by their customers. We like Auctiva, for now anyway.
Call your rep everyday if you have to!!!! We have never had any issues with a rep. If the one I talk to doesn't know, they go find someone who does.
I'll check around to see if I can get a better answer than sending you all over the place. Or shoud I say they "pass the buck". Hope this helps. Take care.