Hey @acerlady, there's a current technical issue with opening item not received claims. If you have access to the app, buyers are reporting success opening the claim through the app.
If you don't have the app you can contact customer service through chat or callback here:
https://www.ebay.com/help/contact_us?id=4002&st=10
Ask them to add your account to ALERT14812 (that's the tech ticket number for this problem) and they can also assist you with filing the claim.
