Opening item not as described case

[Lovelostnfoundx]

I ordered a personalised bauble as a gift and it arrived with a spelling error in the name (spelling “ern” as “em”).

As a seller myself, I always prefer if a buyer contacts me about an issue before opening an item not described case as 9 times out of 10 it’s a rectifiable misunderstanding or a genuine oversight. I imagine that this seller is extremely busy over Christmas and mistakes happen.

I contacted the seller yesterday morning as soon as the item arrived but haven’t heard anything back. I realise that 24 hours is not much of a time frame for a response but I’m also concerned that I may not get a replacement in time for Christmas. Would I be unreasonable to open a case as they may not be answering messages at this time if they are very busy? As it’s a personalised gift, I can’t see that I will have much longer to get a replacement if they don’t respond soon as tomorrow is the last postage day for 2nd class.

[19lottie82]

Just open a case, there’s really not any point in contacting the seller first. There used to be, as the seller would get a defect as soon as a case was open, but now they only get one if they don’t resolve the problem once the case has been opened.
Also it’s also a good idea to do everything by the book, that way ebay will definitely back you up should the dispute not be resolved.