How to remove Order from "Awaiting Shipment" Without Shipping

[impactonline]

Hello. I am hoping to get the right answers for this confusing, complicated issue. I tried reaching out to an eBay Customer Service but unfortunately, the representative was no help. Anyway here is the situation.

1.  I submitted an "Unpaid item case" to a buyer who was the bid winner for a listing I posted because the order was under "Awaiting Payment" for a little over a week.

2. Oddly, the buyer submitted a Refund case a few days later because he didn't receive the item.

3. We were exchanging messages as I was explaining to him that we could not ship the order because he did NOT pay for the order. Hence, the "Unpaid item case" that I submitted. I guess he thought he paid for the item.

4. So he finally paid for the order but he wanted me to refund him and not ship the item to him because we do not ship outside the United States at this time (and he's in Argentina). One of his messages he sent me was "As you didnt closed the unpaid item case, i had to pay for the item in order to not get it in my ebay record."

5. After he paid for the item, I submitted a refund per his request.

6. The order is still under "Awaiting Shipment". I decided to get the order removed so I figured it would be okay to "Cancel Order" since he received his refund.

7. When I tried to cancel the order, I get this message - "You can't cancel this order right now because there's a case open for it."

8. I checked the cases, and both cases are closed. The status of "Unpaid item case" that I submitted reads "Unpaid item case closed – payment received". The status of the "Refund" case that he submitted reads "Closed".

Since both cases are closed, how do I get this order removed from "Awaiting Shipment"? I do not want to go on record that we do not ship paid items. I hope to get this resolved very soon.

Any information you provide is greatly appreciated. Thank you.