eBay opened a case for item not received?  My !! that was the Wrong case !

The buyer has received an item,  albeit an empty box,  so if you add tracking to the case it will close it in your favour,  no need to refund.

This of course is not right,  as the buyer is missing their item.  If this was Not a Simple Delivery transaction then they would not see ' damaged in transit'  as an option to select.

A case has been opened so another , correct case,  cannot be opened.

The buyer should contact CS explain they were advised to open the incorrect case,  and hope this can be corrected for them.

@papertones