Resolved buyer's issue, has not responded to case

[jakemoritz]

I sold an iPhone on 4/24. Apparently I left the iCloud lock on the phone (I didn't know this was a thing) so the buyer opened a return case, which is fair. The buyer asked for me to unlock the iCloud account from the phone or they wanted a return. I unlocked the iCloud account from the phone within the alotted time of the return case and sent a message to the buyer that I had done so. They have not responded since yet the return case is open. I have tried contacting the buyer multiple times and they will not respond.

I would like to get eBay to step in but when I select that option, I get this message : "An eBay Money Back Guarantee case cannot be opened.". If they buyer wanted to return the phone, I have not received it. I have called eBay's automated phone system but it simply tells me to resolve the case by date X or ask eBay to step in. What steps can I take from here? If I cannot get eBay to step in, what will happen to the return case? The funds have been taken back from my PayPal so I want to resolve this issue ASAP. For now I have reported the buyer to eBay because there is seemingly no other way to get in contact with eBay.

[tarpedge]

Do not ask eBay to step in. Don't. No.

Your buyer is satisfied with your cooperation, and no longer cares about the return request.

The return request will automatically time out after 30 business days, and the hold on your funds will be released.

If you want to speed it up, Google "eBay number" and don't provide any account information until you get to a rep. Do not allow the request to be escalated.

[phcd1]

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@jakemoritz wrote:

...I have called eBay's automated phone system but it simply tells me to resolve the case by date X or ask eBay to step in. ...

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Do NOT ask eBay to "Step in", eBay is not the sellers friend and most of the time you get the wrong advice from them.

It sound like the case is unresolved to me. I assume the buyer opened a SNAD case? If so, you must resolve it within 3 days. I understand you solved the buyers issue, but is the case resolved (i.e. you accepted the return and sent a return shipping label)? If you didn't do that, you might want to before the case times out. If you don't resolve it, you run the risk of losing the money and the iPhone (and getting a seller defect, which can be deadly for a seller).

If you already did that and now you're waiting for the buyer to return the iPhone, all you can do is wait. If after 5 days the iPhone has not been returned, call eBay and have them close the case in your favor.