At https://www.ebay.co.uk/sh/ord/return I see it show under "Closed returns".  Clicking "See details" here navigates to the "We took care of this return for you" page.

At https://www.ebay.co.uk/sh/resolutions I see it show with status "Awaiting decision". Clicking on "See details" goes to a "The case is pending

Hang on, we're still reviewing your case.  We'll be in touch with you soon." page. 

I have no further emails asking me to provide a return label or perform any action for that matter. All I received was those 2 emails 2mins apart. Before this, there was nothing either. I've checked both on my emails and via eBay itself. 

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@astrorepair wrote:

At https://www.ebay.co.uk/sh/ord/return I see it show under "Closed returns".  Clicking "See details" here navigates to the "We took care of this return for you" page.

 

At https://www.ebay.co.uk/sh/resolutions I see it show with status "Awaiting decision". Clicking on "See details" goes to a "The case is pending

Hang on, we're still reviewing your case.  We'll be in touch with you soon." page. 

 

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Are you sure they are one and the same case? When you click "see details" there will be either a "Return ID" or a "Case ID" on the right-hand side of the details page. Are both of these ID numbers the same?

The IDs are different. 

A buyer should not be able to open more than one return request per transaction; are both cases definitely for the same item?

Again on the right-hand side what does it state under "Return reason" for both the closed and the still open case?

Yes, it's for the same item.

Under Case ID, the reason says "The item doesn't match the description in your listing.".

On the "Closed Returns" page, it says "Reason: Arrived damaged".

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@astrorepair wrote:

Yes, it's for the same item.

 

Under Case ID, the reason says "The item doesn't match the description in your listing.".

 

On the "Closed Returns" page, it says "Reason: Arrived damaged".

 

 

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Under Simple Delivery if the buyer selects "Arrived damaged" as the return reason eBay are responsible for refunding the buyer; this explains the message about you not being responsible for the refund. The other case - where it states "The item doesn't match the description in your listing" - would be treated as a seller fault. The buyer should not have been able to open two return cases so eBay's customer services must have gotten involved at some point; probably at the buyer's request.

In the case that states "Arrived damaged" as the reason there should be a "Return details" link at the bottom of the right-hand side. If you click that link does it state "Refund received" or anything similar?

On the "Closed Returns" page where I see the "Reason: Arrived damaged" message, I see a "See details" option under the "Action" field. If I click this "See details" link, it just goes to the "We took care of this return for you" page. 

I am in the Seller Hub. To view the "Closed Returns" page where I see the message: I 1st go to Orders > Click Returns > Set filter to "Closed Returns" where this case appears. 

If you view the case history in the still open case what does it state under "See details"?

It sounds to me like one of the cases was opened by the buyer, the buyer contacted eBay then eBay have opened another case in its place. As mentioned it should not have been possible for the buyer to open two MBG return cases against the same transaction so something strange is going on. 

If simple delivery is used and buyer claims damaged in transit Ebay refund and seller keeps original payment.

If buyer claims damaged/faulty the seller has to supply returns label and refund in full upon return or just refund with no return.

What's happened here though is anybody's guess.

does the buyer have to prove it's damaged?  what if they just say its damaged (when it's not) , they'll get a refund and keep the undamaged item

If I click "See details" on the opened case. It leads to a "The case is pending" page. There's a history page too. It shows the following under that:

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@astrorepair wrote:

 

So are there 2 cases? Guess that's why it's confusing me. 

 

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I suspect the buyer has been refunded by eBay in the course of the "Arrived damaged" case but because there is a separate "The item doesn't match the description in your listing" case that is still open your funds are on hold. Hopefully whoever is reviewing the latter will see the other case, realise the buyer has already been refunded and close the case with no impact to you.

This is the first time I've ever known two eBay INAD cases to be opened against the same transaction. For obvious reasons it shouldn't be possible.

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@4_bathrooms wrote

This is the first time I've ever known two eBay INAD cases to be opened against the same transaction. For obvious reasons it shouldn't be possible.

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Strictly speaking it isn't two separate cases.  In eBay terminology, one is a 'Return request' and the other is an actual/formal 'Case' (although most people generally refer to both as a 'case'), hence the separate ID numbers.  A 'Return request' doesn't become an actual 'Case' until such time as either party escalates to eBay or, as in this instance, the buyer appeals the outcome of the 'Return request'.  

What is interesting and concerning here is that:

1.  The buyer had cause to appeal the original decision implying that they didn't actually receive a full refund from eBay (there have been some reports previously of eBay only issuing partial refunds for items damaged in transit where Simple Delivery was used so presumably that is what has happened here);

2.  The fact that the reason for the return has been changed from 'Arrived damaged' to 'Item doesn't match the description in your listing' (which wouldn't normally be possible implying that the buyer must have actually spoken to someone at eBay in order for that change to have bern made).

I think they bought it knowing it was sent by Simple Delivery and were wise to the fact that they could claim it was damaged and keep what was no doubt a working motherboard and receive a full refund from eBay. At least you did not have to refund. The SD system is open to abuse.

I think it's finished... 

I'd now reply to your buyer's messages with something along the lines of :  " I can see you've received a refund so don't worry about return labels etc. You're all sorted 😁"

Then *they* know that *you* know they've got their money back and you won't be sending them a (another) refund!

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@sml192 wrote:

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@4_bathrooms wrote

This is the first time I've ever known two eBay INAD cases to be opened against the same transaction. For obvious reasons it shouldn't be possible.

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Strictly speaking it isn't two separate cases.  In eBay terminology, one is a 'Return request' and the other is an actual/formal 'Case' (although most people generally refer to both as a 'case'), hence the separate ID numbers.  A 'Return request' doesn't become an actual 'Case' until such time as either party escalates to eBay or, as in this instance, the buyer appeals the outcome of the 'Return request'.  

 

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I had a look through my emails for returns as I knew I had one just over a year ago where a buyer "asked eBay to step in". The "Return ID" and "Case ID" are separate but the Case ID is recorded against the Return ID. Within eBay there is only one request/return case; the OP appears to have had two return requests recorded against the same transaction for different reasons - one was in "open requests and disputes" the other was in "closed requests and disputes".

@astrorepair - can you kindly confirm if you now have two separate return requests with different return reasons and Return IDs on this page? 

If what I think happened has happened it could a worrying development for Simple Delivery.