item not received defect

[likefrasers]

Buyer opened a item unreceived case after one week he purchased it, as he stays in a far away area (quoted by DHL), it took logistic around 15 days to deliver it. After that case was closed by buyer but in my seller dashboard this is a defect marked as "item unreceived".

I called in today try to remove it, but the agent says it is actually the late delivery defect and I can not move it.

Is it true????

[slokor]

In the current system that's the way it is. Once a case is opened a defect is received regardless.
That will change early next year though. Only unresolved cases will count towards your defects and any ones that you actually resolve - will not. The way it should be.

[solefoodbk]

Sadly once this is opened your dinged regardless of what happens afterwards. This is one of the silliest policies eBay has. Luckily it'll change but not for another 2 months.
they open a frickin case