Buyer opened two "item not received" cases for one order containing two items - one case for each it

[didanru]

Buyer opened two "item not received" cases for one order containing two items - one case for each item.

I think it's a glitch.

When I refunded money by the first case the second case was put on hold and when I tried to refund it eather I was constantly getting an error.

The outcome is that the first case wasn't closed automatically when I clicked "Issue a refund", but refund was issued, then buyer just closed the case

But the second case which remained "on hold" was "reviewed" by CS team "in favour of a buyer" saying "the refund was issued to the buyer", but actually no refund was issued. Then I refunded buyer through Paypal, but I received I defect to my acount. 

I'm trying to resolve the issue with CS team, but they constantly saying that as the (second) case was escalated and resolved in buyer favour they won't remove a defect from my acount.

It's unfair beacause I was unable due to a technical glitch to close the case issuing a refund.

And as I can understand it's not normal that the buyer was able to open two cases for the same transaction.

Please advise me what shoul I do?

[loveyourimagination49]

Did you send the package with tracking?
Did you upload the tracking info to the case?
Was it delivered?

[didanru]

Yes the package was delivered within 2 days after refund and I've provided a tracking with proof of delivery to the CS team, but they denied to remove defect saying that at the moment the case was resolved there were no proof of delivery.

[loveyourimagination49]

You shouldn’t of refunded. Was the package still in transit? If yes, you could of asked for an extension of delivery (depending). I’m not sure you have any options now. How much was the items? You can invoice the buyer to pay. They have the items and money correct?

[natajest]

I have no problem with a buyer, he received the order and I asked him to pay. He paid for the items. 

The problem is that now I have a defect in my acount due to “case resolved (by ebay) in buyers favour” and after a few attempts to message a CS team they denied to remive the defect. 

I already tried to ask them to remove the defect providing the items were received (it’ Clearly stated in tracking with proof of delivery), but they denied. 

And nobody answered me a simple question - why there were two cases opened instead of one. 

[d-k_treasures]

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@natajest wrote:

And nobody answered me a simple question - why there were two cases opened instead of one. 

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That's what they have to do if there are different items combined in the same shipment.

[natajest]

But it was ONE order and ONE paypal transaction for both items and one tracking provided for both. 

It should be one case. 

Anyway as I told there were a technical glitch preventing me to close the second case with a refund. 

Even when the case was resolved by CS the refund didn’t come through and I hed to made it manually through PayPal. 

I didn’t think it will comeout with a defect to my acc.