I had this happen to me before in the past.
I finally had to contact eBay and they processed the refund for me.
The only problem with this, is it hits you with a defect since eBay had to process the refund.
I had to wait a week or so for it to be taken off my account, but at least my buyer got their money back.
You can contact eBay via Facebook (ebay for business) https://www.facebook.com/eBayForBusiness
or Twitter to get help with it.
