buyer didn't respond after requesting a refund

[letitia407]

A customer requested a refund/return.  I offered them a partial refund which would allow them to keep the item instead of returning it.  The buyer didn't accept the offer or respond by the date set by Ebay.  Ebay said that the refund request would be closed on a certain date but it is 7 days past that and the request is still open.  This has affected my Top Rated Seller status.  How do I get Ebay to close the case since the buyer didn't respond?

[acar8174 · Accepted solution]

You would have to call ebay, but in order for them to close the case, you will have to escalate to them for decision. You don't want to do that. You should check the case response history to see if the buyer has entered any new info. or perhaps escalated.

I'm going to suggest you read ebay's MBG policy info. for sellers so you understand what action is required on your part, and the options available to the buyer:

http://pages.ebay.com/help/policies/money-back-guarantee.html