Are open cases taking longer due to the virus?

[sunny_ell]

I opened a case on April 8 - it is still open today (the 16th). It is because of the virus changes? 

Here's what happened. Ordered an item. Seller drop-shipped from Amazon. We didn't use the item for a couple weeks, so when we finally did, we found it was defective. Item was a game/trail camera, supposed to take night pictures as well as day. It would not work at night, wouldn't take ANY photos after dark. It was more than 30 days (3 days) after we received the camera, but the seller offered 60 day returns and issued a return label. Seller got the item and issued a partial refund saying they received the item damaged. 

That's why we returned it.! It was damaged/defective!

So we opened a case - and it's still open.So is it because of the virus stuff that it's taking so long - or because it was over 30 days, even though they offered 60 day returns.?

Thanks!

[azaz_8302 · Accepted solution]

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@sunny_ell wrote:

So we opened a case - and it's still open. So is it because of the virus stuff that it's taking so long - or because it was over 30 days, even though they offered 60 day returns.?

Thanks!

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Yes, when a request is started beyond 30 days from actual delivery, it is no longer eligible to be escalated to an eBay Money Back Guarantee case. eBay cannot step in, and the request only exists to allow the seller to provide customer service.

To get the rest of your refund, you need to hit the seller in the goods: Use Goods returned, refund not issued in a credit card chargeback (call the number on the card) and provide the tracking number. Otherwise, open a PayPal dispute for Significantly Not As Described and immediately escalate the dispute to a claim, providing the tracking number when asked to return the goods.

[sunny_ell]

Thanks for your help. How do you escalate to a claim. It didn't give me that option.

[sunny_ell]

Found it. Thanks again!

[azaz_8302]

Welcome. Link to escalate to PayPal hidden at the bottom of page.