Hi Dave,

I was not given the option to escalate. I was only given the option to refund in full or partial refund hence why i went for assistance to be told just refund them.

There was no case opened it was an automated return which i had no option to refuse or accept.

So now i am out of pocket.

It would be nice that we are given the option to accept or decline a return, and if the buyer wants to escalte this then they can. 

But to be forced to accept a return and be forced to refund a customer who has lied on their reason and anyone can see this is completlety out of order.