INR Global Shipping Program - problem with reporting

[the-metal-peddler]

A customer reported to me a missing item - it shows delivered to "Safe Place" on the tracking with no other info. She is unable to find it. 

I directed her on how to report it so that it can go through the proper refund channel. She stated that there isn't an option for "Item not received" or any similar option. I would send her a screenshot of what it looks like at my end but I don't know if other countries or apps have a different presentation.  She has complained that it's getting complex so I don't want to irritate her further. 

I'd like to help my customer but I cannot find any more info, or a way for me to report it to ebay on her behalf. 
Any suggestions? 
Thanks

[disneyshopper]

I looked at one of your sold listings and it uses the ebay International Shipping program.  Your buyer needs to go to his/her Purchase history and click the option for I didn't receive it.  The EIS program will fully refund him/her and you get to keep the payment.