Evri lost item -simple is not simple

[perfumehoarder]

Hi All good people.

I have enough... I have sold an item around 18th of August. Posted on the 20th and from 21st (on that day buyer changes home delivery to parcel shop) parcel hasn't moved. 

We have been waiting, I have escalated it further to evri - parcel nowhere to be found. I have received a refund request - buyer was demanding a refund. I have tried to find help and ask ebau to step in - but that whole website is intuitive like my Grandmother socks. 

I'm Uber upset as I have posted an item - I refunded (which was probably a mistake) the money to the buyer and now... I HAVE NO CLUE HOW TO ASK EBAY to cover my loss. Label was purchased via "smart" delivery. When I go to appeal on the case - it shows that the case is closed.... probably because I naively refunded the money. 

Can someone send me directions how to solve that ?? I am fuming as I'm finding eBay very very complicated "to find help". 

[**peaseblossom**]

Ebay would have refunded the buyer themselves but won't now you've refunded upfront.  Sorry but they do not reimburse afterwards.

[perfumehoarder]

Thank you for your reply. There is absolutely no way to appeal or apply for refund from them ??

Is it only me - or anyone else is finding eBay extremely complicated and not user friendly??? 

[**peaseblossom**]

Not normally but you could try contacting ebay customer service in the morning.   You can request a callback on here:
https://www.ebay.co.uk/help/eua?id=5275&mkevt=1&mkpid

@perfumehoarder 

[department28]

eBay will only cover the refund for a lost 'Simple Delivery' parcel if the buyer opens an 'item not received' case. 

Several sellers have recently reported that they have done exactly the same as you - sent a refund without the buyer opening a case, not realising this means they won't be covered by eBay - or be able to claim a refund from the courier. 

eBay don't seem to have made this Simple Delivery refund 'rule' very clear, or there would not be so many sellers ending up in this situation...