resolution centre and difficult buyer - any advice/help ?

[Keanu]

Hi. I have a really difficult buyer at the moment who opened up a case just over a week after purchase (I explain in my listings that I can only post on certain days and do keep buyers informed when) plus it was a bank holiday!

The "item not received" case is still open and they are admitting that they have received the item BUT are refusing to close the case, and want the refund anyway.

The Royal Mail tracking number is saying that the item is still being processed. In fact I have checked other tracking numbers from months ago and they all say that (even though they have been delivered) so it's not that reliable!

What will Ebay do? do they even read the buyer/seller messages or do they just go by the tracking number?

Thanks for reading, hope somone can help or advise, I've never had to do this before - All my buyers have been great up until now:(

What a disgrace.

I have a friend who sold 13kg of Lego. The buyer raises a dispute, she paid for the buyer to return, but she was only sent back 5kg! The buyer was refunded by Ebay (£100). Seems the buyer sells Lego on Ebay and obviously there were bits they didn't want in the bundle!

but the item wasn't signed for, so RM failed in that part of its contract, arg ,this is making my head hurt.

so they would only refund the recorded cost for neglecting to get a signature.