In another situation, non-open case related, the buyer simply let me know that the shipment arrived in their country but held at customs because they asked the buyer to provide a medical prescription note. The buyer did but the name on the medical prescription is not the same name on the shipping box (medical prescription is under his mom's name, but when he bought it off me on ebay, his shipping address was his name). Buyer asked me to provide a document from my supplier in a formal letter header and signature that a name change is made. I don't think my supplier does such things and may not be able to fulfill this request. So my question is, if I tell my buyer that we cannot provide a document that confirms a name change to the order for his mother and not his name, AND if he's not able to return the items, what happens in the case that he might open up an ebay case to get his refund? Who would win? The problem with ebay cases is that I can't use it as a learning tool. If you lose the case, you lose TRS or even worse (Below standard) and you pretty much make no sales for a month until I get my rating back up. The good news is that I have used full tracking for this so all the information is in the tracking. He bought it off me on ebay, I shipped it out to his exact shipping address provided, but since buyer needs to change the name on the shipment to his mother (consignee) so that it matches the name on the medical prescription he was asked to provide to his customs, is that going to be against me or him? Ideally, I'd prefer that he just return the shipment (if he's allowed to without extra cost) and then once we get it back, I'd just re-ship him the same order but this time it would be under his mother's name so it would match the name on the prescription note.