Global shipping programme issue

[gavincakey77]

Hi, I sent a parcel from UK to ebays shipping centre where they were sending it on to the buyer in italy, I can see via my parcel tracking that it made it to ebays shipping centre, the customer however never received the parcel from ebay. The customer opened a case, ebay refund the customer from my paypal account, I now have a negative balance. Customer service were 100% unhelpful in explaining what was happening, told me the case was closed and I would be getting my money back, however it's two days later i can see the case is still open and i still have a negative balance!!

Is there a resoloution to this? How do I make a complaint? This is quite ridiculous that I should be penalised for something completely out of my control. I did my part getting the parcel to ebay's shipping centre!