How to change an INR case to SNAD?

[quintcrystal]

I bought a CD and it turned out to be a counterfeit. I mistakenly opened a case for INR instead of SNAD. I tried to open a new case but it says that there's an INR case open already for said item. However the page also said I can change it into a return case: "An item not received request is already open for this item You can go to our Resolution Center to see the details of your request.If you've received the item and would like to return it, you'll also have the option to start your return in the Resolution Center." But I can't seem to find the option? Granted, I'm on the mobile site and not on the desktop site. Do I have to be on desktop? Thanks in advance.

[ed8108]

You can telephone & speak with ebay customer service if you are having difficulty to make the change or go to facebook to contact CS.

[creoleorchid]

You may have to use a browser to do this. The mobile app has its limitations.

[quintcrystal]

I'm on desktop now and still not seeing the option. Can you tell me where it is? In the resolution center the only options are "see case details" and "view purchased item". Is it because the case status is currently awaiting seller's response?

[missjen831 · Accepted solution]

@quintcrystal You have to close the INR. If you click “see case details”, you should be able to close the INR from there. Then you will be able to open the return request and use the reason “does not match the pictures or description”. You don’t need to call customer service. 

[quintcrystal]

I read somewhere that once you close a case you can't open it again, is this not true anymore?

[quintcrystal]

I just went ahead and did that. It worked. Thank you!

[missjen831]

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@quintcrystal wrote:
I read somewhere that once you close a case you can't open it again, is this not true anymore?

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Yes that is true. But in your case. You aren’t re-opening a case. You are closing the INR and opening a return request. You can do that, as you now know 🙂