Think the case might time out in about 30 days...

As stated it was not a great idea to refund outside of the case as if the buyer does escalate the case then it is likely that they will be awarded a refund via PayPal.

For future reference the best thing to do when a buyer claims SNAD is just to grit your teeth and offer a full refund on return. Do not make the mistake of entering into a dialogue with them and keep everything calm, polite and professional ( no matter how much you are provoked ).

The problem is that if a buyer tries to contact a seller then a case is opened automatically unless the buyer ticks the " other " option when making contact. It would appear that this may have happened ...your buyer may have been completely unaware that they had even opened a case. It seems that you may have reacted badly to this so it was downhill all the way from this point.

Do not be tempted to escalate the case yourself ....just sit tight and wait ....if buyer does nothing it will time out.