They may not understand that you have to withdraw money from your Ebay account or may not have registered properly for managed payments.
They could ask in the forum, or they can contact Ebay Customer Services, but this is not your issue to sort out.
"There are two ways to be fooled. One is to believe what isn't true; the other is to refuse to believe what is true.”
Søren Kierkegaard, Danish philosopher (1813 - 1855)
