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@eshopforce01 wrote:

Your colleague told me over the phone that i can't escalate it before it close by itself.

 

The only way for me to close the case is to provide a full refund, then there is no option to appeal the decision.

It's a bit confusing.

 

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Hi @eshopforce01 ,

I'm not sure why you would not have been able to escalate the case but there are situations where it can be different depending on the case situation. Most instances you should be able to escalate the case before it closes.   

We can't go back on previous cases to discuss on the boards but going forward if you are in this situation again if you want to reach out to us here to have the case situation looked at.

Thank you,

Kat

Thank you,

Kat