How to handle eBay cases US

About Return Procedure
1."Change of mind"
Please remember to ask for the return tracking label and the carrier,and then create the RMA on Gucang System
2."Doesn't work" or any other quality issues--we need to provide return label
a.when customer open a return request,we need to communicate with customer (within 3 business days),there is a button "ask for Ebay step in" customer can choose after 3 business days if we have not resolved the issue with customer. In this case, please ask Vicky for a resolution. If you have asked for proof but there is no response from the customer within 1-2 days, refer issue to Vicky.
b.If customer has not returned or there is no response within 5 business days, then we can ask for eBay to step in and appeal it
3.About the partial refund
Partial refund can only be offered once by the seller. So if there is a partial refund offer, please remember to communicate with customer and make sure customer agrees to the partial refund before offering it or choosing this option in the eBay case.

To summarize this:

1.So after you get the eBay case you must communicate with the customer within 3 business days, if no response after 2 business days you can provide the return label.
2.when you get the case with "item not received",you must upload the tracking number and tracking detail on the case.(but you need to confirm it is an valid tracking number)

NOTEPlease send an inquiry to Vicky if there are any questions regarding eBay return request cases