How do I issue a refund to a buyer when a case is opened.

[shar1gre]

Hi everyone. I have a situation where I sold an item which USPS lost/misplaced.  The item was never delivered the buyer opened a case and Ebay has put the case on hold. I know what the outcome will be so I would like to issue a refund. When I tried to issue a refund, there was a message in red that said" a post transaction case exists on this order , seller refund can't be triggered". I spoke with someone on Ebay and they were of little to no help. I have issued refunds in the past but this situation is different and would not allow me to complete the process. The item was sent first class and was not covered by insurance. Any info regarding my situation would be appreciated.

[stainlessenginecovers]

You just have to wait until eBay removes the hold. Check daily. 

[shar1gre]

Thanks for your response. When I spoke with someone from Ebay over the phone, they suggested that I make the payment before Ebay comes to a final decision so as not to have the possibility of getting a negative strike on my account. I have really done nothing wrong, just trying to mop up the mess the USPS has created for me.

[fab_finds4u]

In the email you received telling you the buyers issue, select See request details. You should see three response options. 1) Add tracking details,  2) Refund the buyer, 3) Send a message to the buyer.