When do I close an Item Not Received case?

[forestfrog789]

I recently opened an Item Not Received case against a seller, because the delivery date had come and gone and I'd heard nothing at all from them, despite a polite note after 4 or 5 days asking when they were going to send my item to the authenticator. After another week with no word and no item, I opened the case.

The day after the case was raised, they got in touch with profuse apologies and have now dispatched my item to the authenticator. Do I close the case now, or wait until I actually receive it? Thanks!

[tressygirl · Accepted solution]

Nooo,  do not close it now.

Wait the few days it will take for the item to arrive, if it does,  then yes close the case.

It may not,  so you then escalate the case,  do not listen to any pressure from the seller to close it now, and do not time yourself out from escalating.  Do not wait too long.

@forestfrog789 

[forestfrog789]

Thank you! I appreciate your help. I'll keep the case open until I receive it.