Buyer opened premature refund request, but I CANNOT RESPOND.

[ftr_mike]

Hello there,

I recently sold a $1000+ item. Based on the tracking information, it seems to be held up in customs. It is only a week past the estimated arrival date and despite the tracking information having been provided to the buyer, he has already requested a refund. My paypal balance is now -$1150. 

The problem is that I cannot respond to the request. When I open it, it gives me 3 options: Update tracking information, issue refund, send buyer a message. Whenever I click the first or third option, and press continue, the page just reloads and nothing happens. It still tells me I need to respond by Oct 8. 

What should I do? 

I am worried that I will be unable to respond, the buyer will get a refund automatically, and then he will receive the item shortly after. 

[reallynicestamps]

Go to the original listing.

You should see Contact Buyer on there- top right I believe.

Or go to the PP invoice, go to Refund (DON'T PANIC!)  click and the buyer's email address should appear. You just want the information, don't continue.

Use the email address to contact the buyer.

Reassure him that the item is in his country, at customs, and should shake free at any time.

Encourage him to use the tracking number (he probably already has it but give it again) to see for himself.

Encourage him to take the tracking number to his local Post Office and ask their help in getting the parcel moving.

The Hold is not personal. If you were buying a $1000 item and it was late in arriving, you would want to know that your seller hasn't taken the money and run, after all.

You could mention, in passing that his payment is on Hold with PP until delivery.

I'm assuming that the item was something that can be imported into the customer's country?