I don't understand what you mean by 'I opened a case'...? The only case a seller can open is an Unpaid Item case, which clearly doesn't apply here.
If the buyer has opened an Item Not Received case, and the transaction includes a tracking number which proves delivery to the address provided on PayPal's payment confirmation email, the case will close in your favour. That's the whole point of tracking. You can't refund, or be made to refund, because you won't be able to lodge a claim with Hermes (or Packlink if you bought the postage on Ebay) for your loss - because tracking proves delivery. Many buyers don't understand that, so it's always worth pointing it out to them.
If you shipped to the correct address, and the buyer provided the correct address, tell your buyer to check around the property and with family members and near neighbours, as that almost always turns the item up. But if not, the buyer will have to contact Hermes himself, to find out where they left the package. If they've misdelivered and can't retrieve the package, they, Hermes, will have to compensate him.
@ceetee45
