I am just having an issue of refunding the buyer after the buyer opened a case.
We shipped the item internationally without a tracking attached, and the buyer opened a case stating that the purchased item has not been received. We had no option but to give a full refund and when I try to go through the process of refund, the eBay page said "There was a problem sending your refund to the buyer. To try again or to see what's wrong, go to PayPal." Then I logged into PayPal but wouldn't let me refund the buyer because the case is being opened and the money is "on hold".
So I have tried to contact eBay trying to explain that it is "technically" impossible to refund the buyer regardless of my will, but somehow the customer service ends up with the message of "We didn't find a good match for your search. Please try again." and would not even let me send any messages.
The buyer has not given me back any messages as well regardless of me explaining what is going on on eBay site. The open case must be closed by tomorrow or I will get penalized. I am basically stuck. Can anyone help me solve the issue?
