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. 

[pjcdn2005]

I would phone ebay and ask them to put a week hold on the refund request since tracking shows that the item is in customs.  The tracking was already uploaded to eBay before the case was opened?

Just as an fyi...even if you are able to contact  the buyer through the refund request screen, that won’t be counted as a response. The buyer will still be allowed to ask ebay to step in and make a decision after 3 (?) business days.  Putting the request on hold will delay that.