Problem with EIS, Buyer Contacting Me for Item Not Received

[unveiledtreasures]

Good evening everyone,

Someone ordered an item that they really wanted from me that they couldn't find in their country, and they never received it.  I shipped the item to Ebay's Hub, and from there it looks like it sat in the customs clearance in their country for a long time and was eventually shipped back to what I am assuming is an Ebay Hub in the US.  It was my first international/EIS order too:( 

The buyer is now contacting me asking if it was cancelled.  There seems to be a language barrier as well.  It seems that no one reached out to this buyer if there were any extra import charges delaying it getting through customs, etc.  

So, what do I do now?  Just want to help this buyer as best as I can, but I am lost on how to respond or who to contact.  The whole thing is just frustrating.  

Thank you for your time. 

[ebooksdiva]

The buyer needs to open an Item not received case, eBay will handle it, since you initially shipped to the hub and it apparently was delivered there. 
You do not need to refund, eBay will do that. You get to keep the sale.

[rosachs]

The great thing about eIS is that none of this is your problem.  The buyer needs to contact eBay and they will take care of them.  eBay assumes that role/responsibility when you ship eIS.

-Bob.