I need ebay to step in on a case, do i need to wait for it to expire? (please explain)

[knittingali]

I need to have ebay step in on a case as i have overwhelming evidence its a false claim (long story i already had the first case won in my favor) i emailed ebay and the customer service rep said this. 

To resolve this concern,  we must wait for the case to close then after that, we will appeal.

  The reason is  the case is created incorrectly (false claim, not as described)  from the very start.

Here are clear steps.

  1. Do not accept the return.  You have that option.

  2. In case  you still received back the item. Send a message to your buyer and write down and compare what you shipped  against the item that just arrived.  

  3. Do not refund the buyer and just wait until the case gets closed.

  4. You will receive a notification when the case gets closed and then get in touch with us to appeal.

sadly english isnt my first language so i am a bit confused by his wording. 

for 1 I do not see the option not to accept so does he mean i just dont press the accept option and leave it alone till it expires?

3/4 case gets closed i dont see an option to close case so does he mean i wait for it to expire? as i see the case says it will expire on the 15th. 

is that the normal way? do i have to wait for it to expire to have the option to escalate it/ask ebay to step in? i have never dealt with a claim before so this is very new and very confusing. 

[pjcdn2005 · Accepted solution]

As far as I know you can’t refuse to accept a return request when the buyer claims the item is not as described. If you do nothing ebay will step in after a certain number of days and in the majority of situations, they will send the buyer a return label and tell them to return it so that you can refund them.  Or, they will have you refund the buyer without requiring a return.  Also,if you do wait for eBay to step in and they rule in the buyers favor, you will receive an unresolved claim defect.

If you accept the return, send a shipping label and then refund when you get the item back, you can appeal at that time. There is a small chance that eBay will give you a courtesy refund. Basically, when a buyer states that an item is not described eBay does not want to step in or look at evidence. They want sellers to work it out with the buyer which usually means they want the seller to refund and keep buyers happy.  

[femmefan1946]

You sold an item.

The buyer says it is Not As Described.

The buyer opened a Dispute.

You have been told to send return shipping.

When you get the item back, you have been told to refund.

What is the problem (false claim)?

Is there no problem with the product, in spite of the claim?

The return shipping is a business loss and tax deductible.

Relist the product and Block the customer.

Has the buyer sent a different item back, or sent only part of the original shipment?

This is where Customer Service gets involved.

You can contact them by email, FaceBook, or Twitter.  There is no phone service at this time.

But you will have to accept the return. Refusing it will make you lose the Dispute.

If you close the case, you have accepted that the buyer's complaint is valid.

The buyer will be refunded.

If you did not receive the returned product, he keeps it. He will be refunded.

If you refused the returned product, it will be returned to the buyer, who keeps it. He will be refunded.

Basically, if the buyer wants to return the product, you may as well accept the return and refund him.

Then Block him and relist the product.

Your 'overwhelming evidence' is a bored clerk's 'minor difference of opinion.'

Not every transaction goes perfectly.

This is business, not personal.

I am old and grumpy.

[knittingali]

well youre definitly clearly grumpy when you say my evidence is a minor difference of opinion when you have clue what evidence i have, but thats fine just know its not polite to make assumptions and dismiss ones plausible concerns when you dont have all the info.

To answer your question it is a very long story but i will try to sum it up.  the buyer falsified a package and their claim of not matching the description is false theyve been trying to cheat me since day 1. 
I sold a nintendo switch, after shipping the buyer claimed they were over charged and wanted me to refund the difference. I told them any extra charges are out of my control check with their bank. the switch arived on the 28th april 7th they message me saying it never arrived. I gave them a screen shot of the tracking, showed them how i take photos at the post office of the box with their address the item wrapped in bubble wrap receipt etc. next day they change their story claiming to have picked up a package at the post office (shows a ratty package with either a photo copy of my shipping label or the lable restuck as its now dirty and not on the box i sent) with a book inside ( i dont sell books) weird thing is this package is addressed to their distant naibours, doesnt have my address on it just the city and not their name. they claimed the naibors got that box turned it into the post office a week or so ago and she picked it up that day. i checked tracking and it showed no evidence of that story being true, especially cause its not the package i sent. called up usps and they confirmed the box was never returned or picked up and as for the package even if it was real they would of never given it to her  cause its not her name or address on it. i told her id look into it further and instead of waiting for me to file any claim with the post office she files a item didnt arive claim with ebay. they close it same day in my favor due to what i told them/her messages to me. same day she opens the item is not described case, and where the buyer has the option to show photos does not post any of the switch, just photos of the package she made. Hence why i spoke to customer service cause they agreed thats a false claim and she clearly has no intention of returning it