Very silly for them to refuse that cancellation, because without a collection code you would need to provide, they will not have proof for the item to have been collected and their payout will be held for a minimum of 14 days , I'm presuming you've paid, this gives a buyer time to open a case for item not received for a full refund.
It's a bit of a grey area for time, but usually after 7 days you are able to open a case for item not received, so proceed this way...
Go right of the item purchased, and from More Actions select.... I Have Not Received My Item.
If you are not fully refunded within 3 days, you must escalate the case on day 4 or within 30 days from opening the case, and eBay will step in and force the refund.
Do not close the case early for any excuse or promise the seller may give, and do not forget to escalate.
@ukjame-xvzt1u
