It is up to you to read ALL that ebay tells you and to know the timing of the procedures. They can't do it all, you do have to look after yourself and not let a seller make promises which are easily broken.
A case cannot close before I think 30 days, so you should always open a case then when the seller does not deal with the problem after 8 days you can ask ebay to step in. 8 days is long enough to wait.
