disputed item never returned

[doormate]

I had a case opened and ebay reunded the buyer 

but the item was never returned to me. but the only option available to me

when i open the case page as below

Refund the buyer

The item should already have been delivered. Please inspect the item carefully upon receipt and issue a refund to the buyer by 21 May.  

how do i close this case im not going to refund somthing that has not been returned ??

[john1297576 · Accepted solution]

You say ebay has already refunded?  What you probably mean is that the money has been frozen until the case is sorted out

If ebay had refunded thePAID sign would have changed and hey would not be telling you to refund.

What sort of case is it, did you providea repy paid label, if so what doestetracking say. refund should jot be made until tracking proves item has been returned.

DO NOT escalate or try to get ebay involved, as if the money is simply frozen then they would probably refund.

Have you read properly the various messages, are you sure that it says"REFUND BY 21st May" we are into June now so are you sure that you cannot now close the case.

I can't see what has actually happened, you have all the informaton in your possession.

[doormate · Accepted solution]

Thank you