Message from ebay

[storagetreasures2004]

I received a message from Ebay that stated Ebay has cancelled a bid from the buyer after they paid for an item. It shows they paid and that I have not shipped the item! I hope this does not hurt my Top Rated Status and not sure what to do at this point:

Message from Ebay:

Here’s what you should do

• Don’t complete the sale or ship the item to (buyers name) if you haven’t done so yet.
• Don’t communicate any further with (buyers name), especially if they get in touch with you outside of eBay. 
• If (buyers name) requests a payment or refund, don’t send any money without contacting eBay first. If payment was processed, a refund has not been issued yet just in case you’ve already shipped the item.
• If you already sent the item, contact the shipper to find out if you can stop the delivery and have the item returned to you.
• If your listing has ended, you can relist your item

I need a way to contact Ebay besides the chat, because that doesn't seem to work.

StorageTreasures2004

[kensgiftshop]

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@pickapaper wrote:

@jonathanbrightlight wrote: "I’ve had it happen before, they didn’t reverse the payment on our end at least, and the item didn’t come back to us, so it was just like any other order at that point, despite the message."

Thanks for the reply.  The OP said he has the payment but has not shipped the item.  If eBay doesn't reverse the payment, what happens to it (especially since they said not to refund)?  That's why I thought they would reverse the payment back out of the OP's account, since he still has the item in his possession.  

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Ebay says to not refund, in case the item has already been shipped.