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Refund the buyer

I had recently put an item for sale but  I am not able to ship it anymore. The buyer had paid the amount. I had initiated the refund but I received a message stating that I need to add a payment option. 

 

I never received the money as I had not added any payment option or my account details. Will ebay refund the money to my buyer? 

 

Also, I never shipped the item but it is showing as shipped in the account. I am not able to speak to any customer care executive. Please help! 

 

Thank you! 

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