Buyer opens a no received article dispute.

[sosilva10]

So basically the buyer opened a request saying he didnt receive the article so when i search the article up he was right, no updates since it left my country. So I went to my post offices and asked them what was wrong and they told me that sometime Mexican post offices dont update the tracking code when the item was held by the customs. So they recomended me to open a reclamation so they could excalate it to the mexican post offices, so did I. Told the buyer that we needed to wait a couple of days because I had open an reclamation so we needed to hear from the mexican post offices and he said ok sure i will wait. Not even 10 hours later he asked eBay to step in. What did eBay do? Just 1 or 2 hours after they closed the dispute and give the money to the buyer , not even waiting for a reply from the mexican post offices. 1 day after they give the money to the buyer, i received a call from my post offices saying that the mexican post just updated the tracking and I was told that the item was at the customs for 7 days already. With this said, I would like to understand how should i proced on this situation.

[plpmr]

these are the UK boards and you are in  Portugal and your buyer in Mexico, best log into your designated site - https://pt.ebay.com/ - 

[red_magpie]

1 day after they give the money to the buyer, i received a call from my post offices saying that the mexican post just updated the tracking

If eBay's policy on the Portuguese site are the same as in the UK, as the tracking record was only updated after the buyer had been refunded eBay is likely to treat it as closed without appeal.

Buyers can open a case for a refund if an item is only one day overdue. Unsurprisingly, it's common for delayed items to be delivered after the buyer has already been refunded. You will just have to hope that your buyer is honest and will contact you to repay the refund.  If a buyer decides to keep both the item and the refund eBay does nothing to support the seller.