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@imastawka wrote:

How is it possible to open a returns case for something you claimed you never received?

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I was imagining a scenario like this:

Buyer doesn't receive item by due date and so opens not received claim.

In the meantime, before the case is closed, item arrives and so buyer closes case as resolved.

But a couple of days later, maybe the item breaks or the buyer realises something is wrong and then opens a 'not as described' claim.

I can see the sense though in ebay allowing it to be changed from one dispute to the other.

The main problem with the system as is (that I can imagine) is that for an item not received claim, a buyer would receive their money back.

Let's say the item arrived a couple of days later though and is faulty or the wrong colour or whatever. If there is no way the buyer can pay but open a new dispute, then probably the buyer would just shut up and leave things be, so the seller would have no way of being able to get their item back at least.

I'd say a lot of buyers would put it in the too hard basket.

PS I guess I also assumed it because of the OP.  KC said the buyer opened 2 cases for items missing but ebay closed in seller's favour as tracking showed item as delivered. I took that to mean an item not received claim. I was probably wrong, as it then said buyer then opened a return claim. So that sounded like 2 different claims, which is why I thought it must be possible. I've not made claims on ebay though so didn't really know.