It's been reported too many times to doubt.
Naive seller encounters the SNAD dance. Seller knows the thing was as described, and makes the case to CS. CS says escalate, you will win.
Seller Escalates, loses within 1/2 hour, and calls back CS. No help now from CS.
Bottom line
Seller must never escalate a SNAD case. Almost.
If the ducks are lined, up, escalating an INR is fine, but never a SNAD.
The plan, unless seller wants to refund either in full or in part:
Reply "return for refund".
Wait for the return.
Refund when returned.
After 30 days of no refund, the case will time out.
The rare exceptions when seller might win are purely based on technicalities, not the merits of the case.
There is a zone to understand, which is when buyer submits the SNAD but doesn't actually claim anything was not as described. Says something like "I didn't approve this item". Or says "received a pair of roller skates", while the title and picture showed a pair of roller skates. Seller can win such a case, but be very careful. This is what is known as a "poorly formed SNAD dispute".
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