Cathy... no I meant don't let them.... Perhaps was not so clear in my choice of words.

I meant to say if you are seen in some way as asking them to step and make a decision for you then its very likely they will find in favour of the buyer.

But if you call them on the basis of seeking advice on the case and presenting the messages between you and the buyer as your evidence (if indeed it is so), then let them make any decision based on your discussion/questions as opposed to requesting them to step in and close the case.

Possibly a fine line, but seems to me from various cases presented on these boards if a seller in any way asks them to step in you are doomed to lose the case.