ebay dispute – can I open another one on the same item?

Bought a phone on ebay. It didn’t arrive when it should have done, so I sent a request to the seller for details which opened a dispute case. It’s now come today, and despite the description claiming no wear on screen there are quite significant wear marks (ones you can see even when it’s turned on – though they weren’t visible at all in the ebay pics). So I want to return not as described, but I can’t open a new case because the old one is open, and when I go to close the old one it warns me that I won’t be able to dispute the transaction again.

I have a feeling I’m being subtly scammed here – the reason for it not arriving was also a bit peculiar and I got the feeling the seller was lying. Is the idea that I open a case for non delivery which I close when I get it and then I can’t dispute it any more?

ring eBay, they will manually close the delivery case and reopen a not as described for you

Thanks, and an update in case in case anybody else is interested – I phoned up and the helpful chap talked me through closing the existing case online and opening a new return case. So it seems it is possible (even though when I googled I found advice suggesting it isn’t – presumably they’ve changed the way it works).

Go to the dispute and ask eBay to ring you. They do this quickly and saves the faff.

I saw they did that, but no obvious advantage compared to phoning them.