How long for a Request to close or turn into a case?

[j02237589]

I had a buyer open request against me as they claim they haven't received their item, but tracking says otherwise.

I informed them they should check in with neighbors and their mailman / post office, as the package may have been stolen or

Delivered to the wrong address. I also uploaded tracking.

It has been 4 business days now, and the buyer has not responded back after. I wanted to escalate this to an opened case because PayPal is holding onto my money from that transaction, but I do not see an option to do so? Can only the buyer do it in this circumstance because they opened a request?

[simba6]

Don't escalate. Click the help and contact link at bottom of page. You need to speak to an ebay rep. The can close the case in your favor. Have all the tracking numbers handy when you call.

[richard1rst]

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@j02237589 wrote:

I had a buyer open request against me as they claim they haven't received their item, but tracking says otherwise.

You do not have to wait. Upload the tracking number to the case and then immediately contact customer service. Phones are tough but if you go to the bottom of the "help" page there is an email link. I have used it many times and generally gotten an answer withing 24 hours, many times less.

Be sure to include everything they need:

Case number, item number, buyer's name, tracking number. Then state that tracking shows it was delivered. The last time I did this the case was closed in my favor (no refund, no defect) within only a couple of hours. With proof of delivery it is automatic.

[j02237589]

Thanks for the response! What is the email address? I can't seem to locate it.

[richard1rst]

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@j02237589 wrote:

Thanks for the response! What is the email address? I can't seem to locate it.

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Go to any eBay page. In the top border off to the left is a link "help & contact". Click that. Then ignore everything on the page that opens and scroll to the very bottom. There is a link "email us". Click that then follow the prompts.