I bought a Balenciaga city from an eBay seller who described it as 'like new', 'pristine', 'worn only twice' and 'with hardly any signs of wear' in the original listing. When the bag arrived yesterday, there was fraying in a number of places, stains and scuff marks on top and bottom corners. Interior was dusty and leather was broken in - surely the bag has been used a lot more than twice!! I posted the details in this thread: http://forum.purseblog.com/balenciaga/got-my-canard-city-today-but-so-disappointed-778594.html To cut the long story short, I emailed seller as soon as I received the bag but has not heard from her (she usually responded very fast), so I decided to open a SNAD case with PayPal. I will not escalate the case so soon, to allow a fair amount of time for seller to respond. I just want to have an official record and to let seller know I am serious about it . Am I right to assume that if seller continues to ignore this and I were to escalate the claim, PayPal will advise me what to do next? I also read elsewhere that PayPal often requires a formal letter from third party to verify on condition of bag, which can be a challenge. Does eBay require the same? Since I have not escalated the case, I wonder if I'd be better off filing the dispute with eBay instead and just let the PayPal case close on its own without pursuing any further? I'm quite worried as i have no experience dealing with SNAD cases and don't want to take the wrong steps!! Help and advice will be greatly appreciated!!