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How do I escalate a case for a refund?

I purchased a book from a seller and never received it.  Neither did alot of other people either.   I received one email from the seller stating that it had been shipped, but no tracking number.  Then no more contact.  After waiting the required number of days, I opened a case and asked for a refund.  A paypal refund was initiated for an echeck.  But then a Paypal email came stating that it could not be completed--I assume because of insufficient funds--and they would try again in a few days.  Then, an email from eBay asking me to confirm if I received the refund and close the case.  If not, escalate it to customer service.  Okay, how do I do that?  I see no other button, links, etc to do that.  Only close the case.  And where is the back-up institution for Paypal?  Isn't everyone required to have one--or a credit card on file to sell?  What do I do now? 

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