Help - eBay refunding an item that has been collected

[greenwoodbruvs]

Please help. Someone collected an item and paid cash (I have emails to show this). 

ebay have emailed to say they are refunding for a cancelled order. Seller has not asked for this but says can't find collection code. 

I am going round in circles trying to find a way of contacting ebay. 

[pixiesen2012]

it's a generic message,

a person cannot be 'refunded' if they didn't pay through checkout

your buyer paid in cash, so they cannot be refunded by ebay

you should have marked the item as paid and dispatched,

as you didn't the automatic cancellation kicked in