i am in urgent need to get to a person who can really help

[rivercityframe8251]

buyer bought item A and was satisfied, so bought item B. because item B was posted slower than buyer liked, buyer messaged me and accused me of being a thief. buyer proceed to file refund case for item A, and i hastily accidentally refunded. now buyer keeps item A and the money. buyer proceed to file refund for item B. now the case had been forwarded to ebay for review

big possibility buyer keeps money for both items and gets item A as bonus gift

all these happened without me having realistic or proper chance to defend my case.

can anyone tell me how i can reach someone instead of being sent round and round the website? 

many thanks in advanced