Ooooo, don't agree with what the CS rep told you. You most assuredly should not ship if the buyer requests to cancel. It is rarely in your best interests to force a sale on a buyer who wants to back out. At least under normal circumstances. But I am unfamiliar with what can be done with the SN and IEMI--he could sabotage the phone in some way?
My main concern with the situation is that he wants you to unlock the phone, hoping you will do so, and then after he receives it, he claims it's Not As Described and has a practically new now-unlocked phone and he's out nothing. I see you have selected No Returns on this sale. He might try to take advantage of that position in hopes of getting both the phone and the refund. It has been known to happen. I'm not a gloom and doom kinda person, I rarely believe transactions will sour, but this one has me worried.
As for the rep saying the case will go your way should the buyer open one, well, it rarely goes the seller's way. The rep says there are notes on your file but did he give you a case number? I always take what the reps say with a grain of salt. Automatically find in your favor? I doubt it. Actually, your best defense would be to accept returns--if a buyer claims a deficit of some kind, all you need to say is "Return for refund." But if your buyer isn't on the up and up, and he really wants this phone, all he has to do is send back an empty box to force ebay into giving him a refund if you won't. And you'll pay for the return shipping if he opens the SNAD case. Like i said, he'll be out nothing, especially if he could persuade you to unlock the phone. I sincerely hope i am wrong about your buyer.
