Buyer claims "request a refund" button is greyed out, but I have all listings "30 days return"

[joogi_apparel]

I have a standard business account that I don't pay for (I don't know if that makes a difference). 
The buyer also claimed that he tested "request a refund" button on other orders he's placed and it worked fine, but for whatever reason, it's still grey on my transaction. 

I feel like I'm missing something very simple.. can anyone help pls

[burns4thewin]

Hmm

Maybe your buyer requested too many refunds so now he gets a greyed out button?

[disneyshopper]

Has the item been shipped and received by the buyer?

If not, is it possible s/he wants a Cancellation and not a Returns Request?

[peter-tech1256]

I just had this problem trying to refund part of the postage to a buyer, then I noticed at the top of the page there is "select a reason for the refund" drop down list. Select your refund reason then the button is now working 🙂 happy days.